10 Questions
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?
Fulfillment
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.
Which aspect is mentioned as having a positive association with overall e-service quality in the text?
Security/privacy
What are customers particularly concerned about regarding online transactions after making a payment?
Website Security and Privacy
Which attribute can only be assessed after the payment is made according to the text?
Fulfillment
Why are website security and privacy important for assessing the service quality of online stores?
To ensure overall e-service quality
What do activities related to Fulfillment ensure for customers according to the text?
Order Accuracy
Which term refers to customers receiving what they ordered, including the time of delivery and order accuracy?
Delivery Condition
Why is customer post-payment dissonance more likely to occur in online shopping?
Customers can't see the product before purchase.
What do customers worry about regarding online transactions after making a payment?
Website security and privacy
Explore the relationship between fulfillment, customer satisfaction, and e-service quality according to academic literature. Understand how companies can improve service quality by ensuring timely delivery, order accuracy, and favorable delivery conditions.
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