Website Order Fulfillment Features

What it measures

Three items assess whether a website provides customers with order-management features they value: delivery options, returns policies, and e-mail order confirmation. Focuses on functional capabilities rather than satisfaction with execution.

Response format

7-point Likert (1=strongly disagree, 7=strongly agree)

Scale items

• Delivery options are available.
• Return policies or other measures of accountability are present.
• Order confirmation is given via e-mail.

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

Usage notes & scoring

One of the Bart et al. (2005) website subscales. Measurement model confirmed and discriminant validity supported. Items are factual feature assessments, not attitudinal ratings.

Recommended companion scales

Citation

Bart, Y., Shankar, V., Sultan, F., & Urban, G. L. (2005). Are the drivers and role of online trust the same for all web sites and consumers? A large-scale exploratory empirical study. Journal of Marketing, 69(4), 133–152.

Keywords