Nita belongs to an Internet library, which lets her trade books she no longer wants for like-valued items she does want. Most members follow the rules of the Web site, but a few unscrupulous members do not mail requested books because they are more interested in acquiring books than sharing them with others. Nita has the potential to experience problems with which e-service quality dimension as she trades books?
A) Assurance
B) Reliability
C) Fulfillment
D) Empathy
E) Efficiency

Question

Quizplus · Accepted Answer

Fulfillment refers to the accuracy and timeliness of service delivery. In this context, it involves the proper exchange and delivery of books, which is compromised if members do not mail requested books.

Nita Belongs to an Internet Library, Which Lets Her Trade