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Expected EC Service Quality | Perceived EC Service Quality |
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Reliability: Items 1–5 | |
E1.When excellent web site services promise to do something by a certain time, they will do so. | P1.When the web site service promises to do something by a certain time, it does so. |
E2.When a customer has a problem, excellent web site services will show a sincere interest in solving it. | P2.When you have a problem, the web site service shows a sincere interest in solving it. |
E3.Excellent web site services will perform the service right the first time. | P3.The web site service performs the service right the first time. |
E4.Excellent web site services will provide their services at the time they promise to do so. | P4.The web site service provides its services at the time it promises to do so. |
E5.Excellent web site services will maintain fully-functional equipment and software. | P5.The web site service maintains fully-functional equipment and software. |
Responsiveness: Items 6–9 | |
E6.Excellent web site services will tell customers exactly when services will be performed. | P6.The web site service tells you exactly when services will be performed. |
E7.Excellent web site services will give prompt service to customers. | P7.The web site service gives you prompt service. |
E8.Excellent web site services will always be willing to help customers. | P8.The web site service is always willing to help you. |
E9.Excellent web site services will never be too busy to respond to customers' requests. | P9.The web site service is never too busy to respond to your requests. |
Assurance: Items 10–12 | |
E10.Customers of excellent web site services will feel safe in their transactions. | P10.You feel safe in your transactions with the web site service. |
E11.Excellent web site services will be consistently courteous with customers. | P11.The web site service is consistently courteous with you. |
E12.Excellent web site services will have the knowledge to answer customers' questions. | P12.The web site service has the knowledge to answer your questions. |
Empathy: Items 13–16 | |
E13.Excellent web site services will give customers individual attention. | P13.The web site service gives you individual attention. |
E14.Excellent web site services will have employees or agents who give customers personal attention. | P14.The web site service has employees or agents who give you personal attention. |
E15.Excellent web site services will have the customer's best interests at heart. | P15.The web site service has your best interests at heart. |
E16.Excellent web site services will understand the specific needs of their customers. | P16.The web site service understands your specific needs. |
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