Quality in e-commerce services related to maritime economy

• Autorzy: Studzieniecki Tomasz , Szyda Monika

Identyfikatory

DOI

10.29119/1641-3466.2024.202.34

• Języki publikacji: EN

Abstrakty

EN

Purpose: The aim of the study was to obtain information from respondents about the assessment of their satisfaction resulting from the identified features in the online commercial services provided. Design/methodology/approach: The article uses a qualitative study. The survey method was used, and the data was obtained through an online survey. The sample selection was purposeful, both in terms of respondents and the websites themselves. The expert method was used to study the websites, and the data was obtained through desk research. The theoretical scope of the work concerns the determination of attributes for assessing the quality of e-commerce services. The novelty of the article is the study of quality in the niche area of online trade related to the maritime economy (maritime e-commerce). Findings: Niche maritime e-commerce requires multidimensional shaping quality of commercial services. The quality of commercial services provided by online stores in maritime e-commerce, is more satisfying than in terms of services offered in this sphere of online trade. The quality of commercial services provided in maritime e-commerce requires improvement, especially in the technological dimension. Research limitations/implications: The niche nature of the study group meant that it was impossible to use random sampling, hence convenience sampling was used. The study group turned out to be quite hermetic, which caused difficulties in collecting data. Nevertheless, it is worth conducting research in such populations, even if it were to be considered preliminary or exploratory Practical implications: The article has application value. As a result of the research, areas requiring quality improvement in maritime e-commerce for two groups of business entities were indicated - online stores and entities providing services related to the maritime economy. Social implications: Social implications may concern the recognition of preferences of a niche group of consumers, which can also be considered a contribution to science. Originality/value: A niche area in e-commerce has been identified, concerning the maritime economy, which may contribute to science. Based on the literature, a new, original model for assessing the quality of commercial services has been developed, which can be used in any industry. Based on the results, recommendations have been collected for entrepreneurs operating in maritime e-commerce, which may also bring benefits to their customers. for whom it is worth improving the quality of services.

Słowa kluczowe

EN

e-commerce; maritime e-commerce; online commercial service; service quality; quality management

PL

handel elektroniczny; elektroniczny handel morski; usługi handlowe online; jakość usług; zarządzanie jakością

• Wydawca: Wydawnictwo Politechniki Śląskiej
• Czasopismo: Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
• Rocznik: 2024
• Tom: z. 202
• Strony: 549--564
• Opis fizyczny: Bibliogr. 33 poz.

Twórcy

autor

Studzieniecki Tomasz

• Gdynia Maritime University

• https://orcid.org/0000-0003-0366-0138

autor

Szyda Monika

• Gdynia Maritime University

• https://orcid.org/0000-0002-1272-0908

Bibliografia

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