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.

Representative items

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

Citation

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