Items

• The time to place an order becomes much shorter as I use the system more.
• The total time (including travel time to and from the store) to place an order and pickup groceries at the store.

The first item rated from 1 (strongly disagree) to 7 (strongly agree). The second item asked customers to rate their experience with Online ordering vs. their experience with a “traditional” store. The specific question asked was: Please rate the degree of change when using the Internet for ordering groceries through Grocer X in comparison to shopping in a neighborhood store (i.e. an Albertsons, Kroger, Safeway, Sainsbury’s etc.). The question was rated on a scale from 1 (much worse than in-store shopping) to 4 (about the same) to 7 (much better than in-store shopping).

Source

• Boyer/Frohlich (2006): Analysis of Effects of Operational Execution on Repeat Purchasing for Heterogeneous Customer Segments. Production and Operations Management, Vol. 15, No. 2, pp. 229–242.