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Customer Satisfaction and Fulfillment in E-Service Quality

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Customer Satisfaction and Fulfillment in E-Service Quality

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Questions and Answers

What is the term used to refer to activities that ensure customers receive what they ordered, including time of delivery, order accuracy, and delivery condition?

Website Personalization

Fulfillment (correct)

Purchase Process

Information Quality

Why is customer post-payment dissonance more likely to occur in online shopping compared to offline shopping?

Customers cannot see the product directly before purchasing online. (correct)

Customers have higher trust in online stores.

Customers can see the product directly before purchasing online.

Online stores have better return policies.

Which aspect is mentioned as having a positive association with overall e-service quality in the text?

Security/privacy (correct)

Order Accuracy

Product Selection

Website Convenience

What are customers particularly concerned about regarding online transactions after making a payment?

Website Security and Privacy Signup and view all the answers

Which attribute can only be assessed after the payment is made according to the text?

Fulfillment Signup and view all the answers

Why are website security and privacy important for assessing the service quality of online stores?

To ensure overall e-service quality Signup and view all the answers

What do activities related to Fulfillment ensure for customers according to the text?

Order Accuracy Signup and view all the answers

Which term refers to customers receiving what they ordered, including the time of delivery and order accuracy?

Delivery Condition Signup and view all the answers

Why is customer post-payment dissonance more likely to occur in online shopping?

Customers can't see the product before purchase. Signup and view all the answers

What do customers worry about regarding online transactions after making a payment?

Website security and privacy Signup and view all the answers