1. Fulfillment/reliability: includes (a) the accurate display and description of merchandise so that what customers receive is what they expected, and (b) delivery of the right product when promised. Fulfillment/reliability is the strongest predictor of customer satisfaction and quality, and the second strongest predictor of loyalty/intentions to repurchase.
2. Website design: includes all elements of the consumer's experience interacting with the website (except customer service), including navigation, information search, order processing, appropriate personalization and product selection. Ratings of website design are the strongest predictor of loyalty/intentions to repurchase, and the second strongest predictor of quality and customer satisfaction.
3. Customer service: is responsive, helpful, willing service that is quickly responsive to customer inquiries. Customer service ratings predict quality, loyalty/intentions to repurchase and customer satisfaction, but not as strongly as do fulfillment and website design.
4. Security/privacy: includes security of credit card payments and privacy of shared information. Ratings of security/privacy are related to quality only for customers who have used a website 4 or more times. It appears that customers
1. Fulfillment/reliability: includes (a) the accurate display and description of merchandise so that what customers receive is what they expected, and (b) delivery of the right product when promised. Fulfillment/reliability is the strongest predictor of customer satisfaction and quality, and the second strongest predictor of loyalty/intentions to repurchase.2. Website design: includes all elements of the consumer's experience interacting with the website (except customer service), including navigation, information search, order processing, appropriate personalization and product selection. Ratings of website design are the strongest predictor of loyalty/intentions to repurchase, and the second strongest predictor of quality and customer satisfaction.3. Customer service: is responsive, helpful, willing service that is quickly responsive to customer inquiries. Customer service ratings predict quality, loyalty/intentions to repurchase and customer satisfaction, but not as strongly as do fulfillment and website design.4. Security/privacy: includes security of credit card payments and privacy of shared information. Ratings of security/privacy are related to quality only for customers who have used a website 4 or more times. It appears that customers
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