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2013 | 09[58] |
Tytuł artykułu

Assessment of customer’s satisfaction in e-commerce services

Autorzy
Treść / Zawartość
Warianty tytułu
PL
Ocena satysfakcji konsumenta w usługach handlu elektronicznego
Języki publikacji
EN
Abstrakty
EN
The aim of this paper is to review various dimensions or measures of e-service quality in the context of online shopping. Based on the literature review an alternative online satisfaction assessment model has been proposed. The primary purpose of the paper is to study the relationships between the main dimensions of e-commerce quality and the e-customer satisfaction. By using correlation analysis the statistical significance and influence of proposed e-satisfaction factors has been indicated.
PL
Celem pracy jest studium literaturowe różnych aspektów i sposobów pomiaru jakości usług w kontekście zakupów internetowych. Na podstawie przeglądu literatury został zaproponowany alternatywny model oceny satysfakcji konsumentów w środowisku Internetu. Podstawowym celem pracy jest analiza relacji między poszczególnymi wymiarami jakości usług handlu elektronicznego a satysfakcją konsumentów. Analiza korelacji pozwoliła na wskazanie statystycznej istotności oraz siły wpływu zaproponowanych czynników na poziom satysfakcji e-konsumentów.
Słowa kluczowe
Twórcy
  • Faculty of Management, Czestochowa University of Technology, Al.Armii Krajowej 36 B, 42-200 Czestochowa, Poland
Bibliografia
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  • 4. Gounaris S., Dimitriadis S., Stathakopoulos V., Antecedents of perceived quality in the context of Internet retail stores, Journal of Marketing Management, Vol. 21, No. 7, 2005
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  • 22. Schafer J. B., Konstan J., Riedl J., E-commerce Recommendation Applications, Data Mining and Knowledge Discovery, No. 5, 2001
  • 23. Wolfinbarger M. F., Gilly M. C., COMQ: Dimensionalizing, measuring and predicting quality of e-tailing experience, Marketing Science Institute, Cambridge MA, 2002
  • 24. Voss C. A., Rethinking Paradigms of Service: Service in a Virtual Environment, International Journal of Operations & Production Management, Vol. 23, No. 1, 2003
  • 25. Yang Z., Jun M., Consumer perceptions of e-service quality: From Internet purchaser and nonpurchaser perspectives, Journal of Business Strategies, Vol. 19, No. 1, 2002
  • 26. Yang Z., Peterson R. T., Chai S., Services quality dimensions of Internet retailing: An exploratory analysis, Journal of Services Marketing, Vol. 17, No. 7, 2003
  • 27. Yang Z., Jun M., Peterson R. T., Measuring customer perceived online service quality: scale development and managerial implications, International Journal of Operations and Productions Management, Vol. 24, No. 11, 2004
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Typ dokumentu
Bibliografia
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