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Safety of online shopping according to customers

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Warianty tytułu
Języki publikacji
EN
Abstrakty
EN
Customers are more and more deciding to use various types of services via Internet. They make very often different types of purchases. E-commerce is becoming more and more popular and developed. Unfortunately, according to customers, online shopping is not free from problems. Customers are afraid that the ordered goods will not be sent to them, will not meet their expectations, or will be destroyed during transport. An important aspect is also the payment method for this type of shopping. Customers often prefer to pay more to use the option of payment on delivery to avoid losing money if the ordered goods do not be delivered to them. The purpose of the paper is to analyze the safety of services offered via Internet. In the research the customers of different e-shops expressed their opinion on problems that may affect the safety of the offered services. Thanks to the research, it was possible to identify risk areas in accordance with the opinion of customers.
Wydawca
Rocznik
Strony
73--81
Opis fizyczny
Bibliogr. 28 poz., rys., tab.
Twórcy
  • Czestochowa University of Technology, Poland
  • VŠB-Technical University of Ostrava, Czech Republic
Bibliografia
  • [1] Bauer, H.H., Falk, T., Hammerschmidt, M., 2006, eTransQual: a transaction process-based approach for capturing service quality in online shopping, Journal of Business Research, 59, 1, 866-875, DOI: 10.1016/j.jbusres.2006.01.021.
  • [2] Benaroch, M., Appari, A., 2011. Pricing e-service quality risk in financial services, Electronic Commerce Research and Applications 10, 5, 534-544, DOI: 10.1016/j.elerap.2010.11.007.
  • [3] Biener, C., Eling, M., Wirfs, J.H., 2015. Insurability of cyber risk: An empirical analysis The Geneva Papers on Risk and Insurance-Issues and Practice 40, 1, 131-158, DOI: 10.1057/gpp.2014.19.
  • [4] Bressolles, G., Durrieu, F., Deans, K.R., 2015. An examination of the online service-profit chain, International Journal of Retail & Distribution Management 43, 8, 727-751, DOI: 10.1108/IJRDM-11-2013-0214.
  • [5] Carlson, J., O’Cass, A., 2011. Developing a framework for understanding e-service quality, its antecedents, consequences, and mediators, Managing Service Quality 21, 3, 264-286, DOI: 10.1108/09604521111127965.
  • [6] Cierniak-Emerych, A., Kiełbus, A., Mazur, M., 2017. Aspekty bezpieczeństwa pracy - procesu - produktu, first ed., Oficyna Wydawnicza Stowarzyszenia Menedżerów Jakości i Produkcji, Częstochowa-Poland.
  • [7] Collier, J.E., Bienstock, C.C., 2006, Measuring service quality in e-retailing, Journal of Service Research, 8, 3, 260-275, DOI: 10.1177/1094670505278867.
  • [8] E-commerce w Polsce 2018. Gemius da e-Commerce Polska. Izba Gospodarki Elektronicznej.
  • [9] Francis, J.E., 2007, Internet retailing quality: one size does not fit all, Managing Service Quality, 17, 3, 341-355, DOI: 0.1108/09604520710744335.
  • [10] Gereffi, G., 2014. Global value chains in a post-Washington Consensus world, Review of international political economy 21, 9-37, DOI: 10.1080/09692290.2012.756414.
  • [11] Ghosh, M., 2018, Measuring electronic service quality in India using E-S-QUAL, International Journal of Quality & Reliability Management, 35, 2, 430-445, DOI: 10.1108/IJQRM-07-2016-0101.
  • [12] Gupta, P., Dubey, A., 2016. E-Commerce-Study of Privacy, Trust and Security from Consumer’s Perspective, International Journal of Computer Science and Mobile Computing 5, 6, 224-232.
  • [13] Hsu, L.C., Wang, K.Y., Chih, W.H., 2013. Effects of web site characteristics on customer loyalty in B2B e-commerce: evidence from Taiwan, The Service Industries Journal 33, 11, 1026-1050, DOI: 10.1080/02642069.2011.624595.
  • [14] Ingaldi, M., Ulewicz, R., 2019. How to Make E-Commerce More Successful by Use of Kano's Model to Assess Customer Satisfaction in Terms of Sustainable Development, Sustainability 11(18), Art. No:4830, DOI: 10.3390/su11184830.
  • [15] Kapustka, K., Ziegmann, G., Klimecka-Tatar, D., 2018, Problems in waste management in the aspect of the secondary use of plastics from WEEE, MATEC Web of Conferences, 183, 01011, DOI: 10.1051/matecconf/201818301011.
  • [16] Kielesińska, A., 2018, Food quality and safety in the brewing industry, Production Engineering Archives, 20, 16-19, DOI: 10.30657/pea.2018.20.04.
  • [17] Kim, J.H., 2019. Imperative challenge for luxury brands: Generation Y consumers’ perceptions of luxury fashion brands’ e-commerce sites, International Journal of Retail & Distribution Management 47, 2, 220-244, DOI: 10.1108/IJRDM-06-2017-0128.
  • [18] Kim, J.-H., Kim, M., Kandampully, J., 2011, The impact of e-retail environment characteristics on esatisfaction and purchase intent, International Journal of Service Science, Management, Engineering, and Technology, 2, 3, 1-19, DOI: 10.4018/jssmet.2011070101.
  • [19] Kraemer, K.L., Gibbs, J., Dedrick, J., 2005. Impacts of Globalization on E-Commerce Use and Firm Performance. A Cross-Country Investigation, The Information Society 21, 323-340, DOI: 10.1080/01972240500253350.
  • [20] Labajan, R. A., Koomsap, P., 2019. Customer Journey Clue-based Service Failure Prevention, Production Engineering Archives, 25(25), 21-34. doi: https://doi.org/10.30657/pea.2019.25.05
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  • [22] Michałowska, M., Kotylak, S., Danielak, W., 2015. Forming relationships on the e-commerce market as a basis to build loyalty and create value for the customer, Empirical findings. Management 19, 1, 57-72, 10.1515/manment-2015-0005.
  • [23] Mummalaneni, V., Meng, J., Elliott, K.M., 2016, Consumer technology readiness and e-service quality in e-tailing: what is the impact of predicting online purchasing?, Journal of Internet Commerce, 15, 4, 311-331, DOI: 10.1080/15332861.2016.1237232.
  • [24] Piercy, N., 2014, Online service quality: content and process of analysis, Journal of Marketing Management, 30, 7-8, 747-785, DOI: 10.1080/0267257X.2013.839571.
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  • [26] Tchao, E.T., Aggor, C., Diawuo, K., Kotey, S.J., 2017. Ghanaian Consumers‟ Online PrivacyConcerns: Causes and its Effects on E-Commerce Adoption, International Journal of Advanced Computer Science and Applications 8, 11, 157-163.
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  • [28] Zyska, A., Grofelnik, I., 2019, Patient safety in the aspect of process and procedures connected with medical services, System Safety: Human - Technical Facility - Environment, 1, 1, 271–276, DOI: 10.2478/czoto-2019-0035.
Uwagi
Opracowanie rekordu ze środków MNiSW, umowa Nr 461252 w ramach programu "Społeczna odpowiedzialność nauki" - moduł: Popularyzacja nauki i promocja sportu (2020).
Typ dokumentu
Bibliografia
Identyfikator YADDA
bwmeta1.element.baztech-9624af10-b078-44d6-ab92-4130fc3a951d
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