E-Retailer Order Fulfillment Quality

What it measures

A second-order reflective measure of the order fulfillment dimension of e-service quality, covering excellence in delivery and order processing, quality of fulfillment operations, and satisfaction with order reliability. Items are general because specific first-order fulfillment attributes are measured separately. AVE = .85. Evidence of discriminant validity reported.

Response format

5-point Likert (strongly agree to strongly disagree — note: anchors reversed from typical convention)

Scale items

• Overall, the online retailer's order fulfillment is excellent.
• Overall, the quality of the online retailer's order fulfillment is excellent.
• I am generally very satisfied with the order reliability.

Full scale items shown. Always cite the original source when using this scale in research.

Usage notes & scoring

Part of Blut's (2016) hierarchical e-service quality model. Response anchors are reversed: strongly agree = 1, strongly disagree = 5. Alpha = .94, AVE = .85 (n = 358, US panel). Companion scales cover customer service and website design dimensions.

Recommended companion scales

Citation

Blut, M. (2016). E-service quality: Development of a hierarchical model. Journal of Retailing, 92(4), 500–517.

Keywords