Tangibles

It can be suggested that the tangibles dimension is influenced by ease of use and visual appeal based on the structural and graphic design of the site. Design factors that influence this variable are described later in this chapter. The importance customers attach to these different aspects of service quality is indicated by the compilation in Table 7.6 which considers the reasons why customers return to a site.

Table 7.6 Ten key reasons for returning to site

Reason to return

Percentage of respondents

1 High-quality content

Advertising With Circulars

Advertising With Circulars

Co-op Mailing means that two or more businesses share in the cost and distribution of a direct mail campaign. It's kind of like having you and another non-competing business split the cost of printing, assembling and mailing an advertising flyer to a shared same market base.

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