Wyniki wyszukiwania - BazTech

1

Design approach in e-commerce – selected aspects of the business model

Koloch Justyna, Szmal Arkadiusz

Organizacja i Zarządzanie : kwartalnik naukowy

|

2022

|

nr 3

63--76

EN

Introduction/background: E-commerce has become one of the most important innovations in today's economy delivering significant economic value. It is not surprising, therefore, that businesses around the world operating in various industries are inclined to use e-commerce to optimise their performance. The use of e-commerce is fostered by the huge increase in internet accessibility. Businesses working on e-commerce models have the ability to deliver products to customers within a short period of time. These advantages have resulted in a high level of competition in the e-commerce industry today. Some online shops succeed and others fail. The paper looks at this problem from a business model perspective. Business models are generally oriented towards creating value for the customer, but the paper looks for its most valuable components in the context of e-commerce. Aim of the paper: The purpose of the study is to identify the business model of a successful e-commerce company. All its components are analysed, in particular the correlation between the selection factors of the online shop and the consumer values of the shop under study. The paper designs a process for creating a business model for e-commerce. Materials and methods: This paper uses materials from the master's thesis "Business models in ecommerce", defended at the Silesian University of Technology in 2022 by Justyna Koloch. A case study analysing the business model of an e-commerce company was used as the main research method. Results and conclusions: As a result, the paper shows the process of a design approach to building and testing an e-commerce business model. An overview of this process provides a glimpse into the problem of finding effective e-commerce business models. The design approach to creating a business model and the use of different schemes increases sales opportunities, attracts different types of customers and encourages collaboration to achieve success in the highly competitive e-commerce market.

2

Evaluation of the customer service quality with Servqual method in the chosen company. Pt. 2, Personnel perspective

Odlanicka-Poczobutt Monika, Szmal Arkadiusz

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2020

|

z. 148

565--576

EN

Purpose: The aim of the paper was to measure the quality of customer service from the perspective of the personnel of the chosen service company using the Servqual method. The scope of the paper concerns the quality of customer service from the perspective of a group of employees hired by the company where the satisfaction research was conducted in part I of the paper. Design/methodology/approach: The Servqual method was used in the research and its renewed use was governed by the possibility of comparison of the research results while using the same tool. This allows, in the opinion of the authors, for a higher level of significance of references in comparative analysis. The unweighted (SQn) and weighted (SQw) servqual indicators were calculated for each of the examined dimensions. They were also interpreted. Findings: The basis of providing the service that is satisfying to the customer is to recognise the customer expectations and to skilfully transform them into aims and tasks of the service organisation. The effectiveness of realisation of these tasks will depend largely on the competence and motivation of all employees of the service organisation. It is impossible to talk about service quality without analysing the relationships between the service quality and the customer satisfaction. Research limitations/implications: Extending the research of the customer service quality beyond the perspective of a client by examining the personnel perspective does not exhaust the subject of the research. In the future, a deeper comparative analysis should be made along with monitoring of the changes. Practical implications: Presented approach finds practical application in the process of identification of the weaknesses of customer service quality and indicates factors of changes which can be used for improving the quality also in small enterprises. Originality/value The paper confirms the need to use the Servqual method in evaluation of both perspectives, where each of these two assessments may shape the quality of the service understood as general impression of the client which results from comparison of both positive and negative impressions that concern the service company and the service provided.

3

Evaluation of the customer service quality with Servqual method in the chosen company. Pt. 1, Customer perspective

Odlanicka-Poczobutt Monika, Szmal Arkadiusz

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2020

|

z. 148

551--564

EN

Purpose: The aim of the paper is to present the usefulness of the Servqual method in improving the customer service quality in terms of identification of the deficiencies in the process of providing the service. Design/methodology/approach: The Servqual method has been used in the research and it helped evaluating the level of customer expectations.The evaluation was based on separate criteria which allowed to examine how the perception of the service by customers is shaped. The unweighted(SQn) and weighted (SQw) servqual indicator was calculated for each of the examined dimensions. They were also interpreted. Findings: The main result of the work was the diagnosis and the evaluation of the customer service quality in the chosen service company. Moreover, received results confirmed the high usefulness of the Servqual method for the management of the quality in terms of requirements of the customers. Research limitations/implications: During the research and inference, it was noticed that the client's perspective, although prominent, should be extended by the perspective of the researched subject's personnel. Practical implications: The presented approach finds practical application in the process of identification of the weaknesses of customer service and indicates factors of changes which can be used for improving the quality also in small enterprises. The method, on the one hand, is simple to use and its results offer clear indications for the people managing the company. The dissemination of its usage could significantly improve the situation, especially of the SME, which often cannot detect the expectations of the customers and cannot formulate the customer service strategy effectively. Originality/value The paper confirms effectiveness of the Servqual method in evaluation of the customer service quality in small companies and allows to identify deficiencies in the service provision process.