Anika 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.Anika 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 is the correct answer because it refers to the ability of the service to deliver the promised service dependably and accurately. In this scenario, the failure of some members to mail requested books directly impacts the fulfillment of the service.

Anika Belongs to an Internet Library,which Lets Her Trade Books