Question

When consumers have problems with a website, their evaluations of e-service quality will be based on _______.

a. Reliability, privacy, and assurance. Website users rely on factors such as the website's reliability, the protection of their privacy, and the assurance of secure transactions to evaluate its quality and trustworthiness.

Answer 1

Consumers evaluate e-service quality based on reliability, privacy, and assurance, which are essential due to the lack of regulated information on the Internet and concerns over online privacy and security.

Step-by-step explanation:

When consumers face issues with a website, their evaluations of e-service quality are typically based on criteria such as reliability, privacy, and assurance. These aspects are critical because the information on the Internet is not always regulated for quality or accuracy, leading users to rely on their ability to gauge the reliability of online resources themselves. Consumers might make use of online reviews as a reference to assess e-service quality, considering the experiences and evaluations shared by others. Moreover, the privacy and security concerns associated with online services, highlighted through instances of data breaches at major companies, fuel the importance of these criteria. Lastly, every purchase decision online is guided by the belief in the satisfaction that the service will provide, which is predicated on the perceived e-service quality derived from these factors.