Online transactions can appear comp

Online transactions can appear complex and thereby intimidate some consumers. The ease-of-use of the website is thus an important factor in e-service quality (Barnes and Vidgen, 2001; Yoo and Donthu, 2001). Ease-of-use generally refers to usability in the Internet context (Swaminathan et al., 1999). For a website, usability represents the ability of a customer to find information or enact a transaction with the least