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2 2024

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Determinants that shape purchasing decisions as agile e-customer service practices

Kocot Maria, Maciaszczyk Magdalena, Kwasek Artur

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

2024

z. 202

239--252

Purpose: The aim of the article is to examine the determinants influencing the decision-making process of e-customers in the context of agile service practices. The study focuses on identifying the key factors that shape purchasing behavior in the e-commerce environment. Design/methodology/approach: The study used a quantitative method in the form of an online survey whose participants were e-customers. Data analysis was carried out using statistical methods of correlation analysis, which allowed for the identification of mutual dependencies between the studied variables. Findings: The research results indicate that product quality, price, and delivery speed are the most important determinants influencing the purchasing decisions of e-customers. The importance of a user-friendly interface and feedback from other customers varies depending on the demographics of respondents. Research limitations/implications: The limitations of the study result from its geographical scope and demographic concentration of respondents. Implications for future research include expanding the sample to include more diverse population groups and exploring new determinants such as digital security. Practical implications: The practical implications of the research highlight the need to adapt e-commerce strategies to identify and meet key customer needs. Understanding and implementing agile practices can significantly improve user shopping experiences and increase user loyalty. Social implications: Social implications resulting from research indicate growing consumer expectations towards ethical and transparent company practices. Understanding the social determinants of purchases can contribute to companies shaping their offers more responsibly. Originality/value: The originality and value of the article result from the focus on agile e-customer service practices as catalysts for purchasing decisions. The study brings a new perspective on the combination of technology and consumer behavior, which is crucial for the future of e-commerce.

Agile practices in activating customers to co-create the offer

Kocot Maria, Maciaszczyk Magdalena

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

2024

z. 197

349--364

Purpose: The article aims to understand how agile organizational practices affect customer engagement in the processes of co-creating the offer. It responds to the growing needs of the market, which require companies not only to provide high-quality products, but also to be committed and open to cooperation with customers. Design/methodology/approach: The study uses a quantitative approach, including an extensive survey of 303 companies. The results were statistically analysed, which made it possible to generate a correlation table showing the relationships between individual practices. Findings: Most companies are positive about customer engagement in product/service testing, designing new offerings, and using customer feedback to improve existing products/services. The high correlation rates between different agile practices suggest that the realization of one practice often entails the implementation of others. Research limitations/implications: Limitations of the study include the homogeneity of a sample focused mainly on downstream employees in small and micro enterprises, which may limit the generalization of results. Practical implications: Companies can use the results of surveys to increase customer engagement by implementing real-time feedback systems, intensifying collaboration on new product development, and conducting regular satisfaction surveys. Social implications: Increased customer engagement in value creation processes can lead to greater customer satisfaction and loyalty, which contributes to building lasting relationships and a better brand reputation. Originality/value: The article offers a new perspective on the application of agile practices in the context of customer engagement, showing how customers can be effectively integrated into business processes, which is crucial to increasing the agility of organizations and their long-term success in the market.