DBM Questions – FINAL EXAM
1. Which of these belong in the 8C’s of customer loyalty?
a. Customer attention
b. Comprehension
c. Cultivation
d. Consumption
2. Which of these belong in the 8C’s of customer loyalty?
a. Contact interactivity
b. Content attraction
c. Channels
d. Common ground
3. Which of these belong in the 8C’s of customer loyalty?
a. Challenges
b. Care
c. Compromise
d. Cynicism
4. Which of these do not belong in the 8C’s of customer loyalty?
a. Customization
b. Care
c. Convenience
d. Customer regulation
5. Which of these do not belong in the 8C’s of customer loyalty?
a. Choice
b. Cause
c. Character
d. Community
6. Which of these do not belong in the 8C’s of customer loyalty?
a. Character
b. Compromise
c. Contact interactivity
d. Cultivation
7. True or false? The e-loyalty of customers will be negatively related to their search for
alternatives.
a. True
b. False
8. Regarding the following statements, determine them to be true or false.
i. The e-loyalty of customers will be positively related to their word-of-mouth
behavior
ii. The e-loyalty of customers will be negatively related to their willingness to pay
more
b. Statement I is false, statement II is true
c. Statement I is true, statement II is false
d. Both statements are true
e. Both statements are false
, 9. Which of these is not a key variable in a well-designed website?
a. System type factors
b. Service-related factors
c. Web security factors
d. Content related factors
10. Which of these is not a key variable in a well-designed website?
a. Service-related factors
b. System usability-related factors
c. Content-related factors
d. Purchase incentive-related factors
11. A good website is related to …. In comparison to one with less key variables in a well-designed
website.
a. Online trust and buying intention
b. Positive attitude and satisfaction
c. Low perceived risk and satisfaction
d. Online trust and low perceived risk
12. A low usability website is associated to what indicators? (may be more than one answer)
a. Positive attitudes
b. Perceived low risk
c. Purchase intention
d. Satisfaction
e. Online trust
f. All of the above
13. A low security website is associated to what indicators? (may be more than one answer)
a. Positive attitudes
b. Perceived low risk
c. Purchase intention
d. Satisfaction
e. Online trust
f. All of the above
14. A low informative content website is associated to what indicators? (may be more than one
answer)
a. Positive attitudes
b. Perceived low risk
c. Purchase intention
d. Satisfaction
e. Online trust
f. All of the above
15. A low service level website is associated to what indicators? (may be more than one answer)
a. Positive attitudes
b. Perceived low risk
c. Purchase intention
d. Satisfaction
e. Online trust
f. All of the above
16. How is the experience of flow characterized?
a. Late responses
b. Intrinsically enjoyability
1. Which of these belong in the 8C’s of customer loyalty?
a. Customer attention
b. Comprehension
c. Cultivation
d. Consumption
2. Which of these belong in the 8C’s of customer loyalty?
a. Contact interactivity
b. Content attraction
c. Channels
d. Common ground
3. Which of these belong in the 8C’s of customer loyalty?
a. Challenges
b. Care
c. Compromise
d. Cynicism
4. Which of these do not belong in the 8C’s of customer loyalty?
a. Customization
b. Care
c. Convenience
d. Customer regulation
5. Which of these do not belong in the 8C’s of customer loyalty?
a. Choice
b. Cause
c. Character
d. Community
6. Which of these do not belong in the 8C’s of customer loyalty?
a. Character
b. Compromise
c. Contact interactivity
d. Cultivation
7. True or false? The e-loyalty of customers will be negatively related to their search for
alternatives.
a. True
b. False
8. Regarding the following statements, determine them to be true or false.
i. The e-loyalty of customers will be positively related to their word-of-mouth
behavior
ii. The e-loyalty of customers will be negatively related to their willingness to pay
more
b. Statement I is false, statement II is true
c. Statement I is true, statement II is false
d. Both statements are true
e. Both statements are false
, 9. Which of these is not a key variable in a well-designed website?
a. System type factors
b. Service-related factors
c. Web security factors
d. Content related factors
10. Which of these is not a key variable in a well-designed website?
a. Service-related factors
b. System usability-related factors
c. Content-related factors
d. Purchase incentive-related factors
11. A good website is related to …. In comparison to one with less key variables in a well-designed
website.
a. Online trust and buying intention
b. Positive attitude and satisfaction
c. Low perceived risk and satisfaction
d. Online trust and low perceived risk
12. A low usability website is associated to what indicators? (may be more than one answer)
a. Positive attitudes
b. Perceived low risk
c. Purchase intention
d. Satisfaction
e. Online trust
f. All of the above
13. A low security website is associated to what indicators? (may be more than one answer)
a. Positive attitudes
b. Perceived low risk
c. Purchase intention
d. Satisfaction
e. Online trust
f. All of the above
14. A low informative content website is associated to what indicators? (may be more than one
answer)
a. Positive attitudes
b. Perceived low risk
c. Purchase intention
d. Satisfaction
e. Online trust
f. All of the above
15. A low service level website is associated to what indicators? (may be more than one answer)
a. Positive attitudes
b. Perceived low risk
c. Purchase intention
d. Satisfaction
e. Online trust
f. All of the above
16. How is the experience of flow characterized?
a. Late responses
b. Intrinsically enjoyability
