Proposal of the e-services quality scale – preliminary results

• Autorzy: Ingaldi Manuela

Identyfikatory

DOI

10.2478/czoto-2023-0018

• Języki publikacji: EN

Abstrakty

EN

Quality plays a crucial role in both e-commerce and online stores because customers expect not only convenient shopping but also satisfaction with products and services. High-quality services and products contribute to increased customer loyalty and the establishment of a positive company image in the competitive online market. In the case of e-commerce, the main attributes considered when evaluating quality are those related to the functioning of the website through which the customer orders products. The main goal of the study was an attempt to compile attributes that would reflect the quality of a specific e-service, especially an e-commerce store, and influence customer satisfaction. Based on the list of attributes, an effort was made to identify those most important to customers. The research results, the importance of individual attributes and groups, further demonstrate what customers pay particular attention to in e-shops and what matters to them. Emphasizing the fulfillment of these attributes is crucial.

Słowa kluczowe

EN

e-service; service quality; quality scale; attributes

PL

usługa elektroniczna; jakość usług; skala jakości; atrybut jakości

• Wydawca: De Gruyter
• Czasopismo: System Safety : Human - Technical Facility - Environment
• Rocznik: 2023
• Tom: Vol. 5, iss. 1
• Strony: 160--171
• Opis fizyczny: Bibliogr. 24 poz., rys., tab.

Twórcy

autor

Ingaldi Manuela

• Czestochowa University of Technology, Poland

• https://orcid.org/0000-0002-9793-6299

Bibliografia

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Uwagi

Opracowanie rekordu ze środków MNiSW, umowa nr SONP/SP/546092/2022 w ramach programu "Społeczna odpowiedzialność nauki" - moduł: Popularyzacja nauki i promocja sportu (2024).