Evaluation of Quality of the e-Commerce Service

Ingaldi, Manuela; Ulewicz, Robert

doi:10.4018/ijaci.2018040105

Cited by 36 publications

(26 citation statements)

References 5 publications

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“…Services need specific methods of rsearch (Ingaldi, Ulewicz, 2018), especially medical services. Therefore in this work the analysis of the literature on the subject, both foreign and native, have been made.…”

Section: Methodology Of Researchmentioning

confidence: 99%

Patient Safety in the Aspect of Process and Procedures Connected with Medical Services

Zyska

Grofelnik

2019

System Safety: Human - Technical Facility - Environment

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In the paper the risks to which the patient is exposed while receiving a medical service have been analyzed. All treatments related to blood collection from the patient deserve much attention. It consists of a number of principles and procedures regarding the patient's health safety as well as safety of a person providing this service. Prevention and preventive actions in the aspect of patient safety in the face of threats resulting from the nature of medical services provided are a priority. Due to preventive action it is possible to avoid the effects of exposure to biological hazards, including the possibility of becoming infected with HIV, HCV and HBV. In the paper the results of a questionnaire survey carried out in selected blood stations of the Śląskie Voivodeship have been presented. The questionnaire is able to collect the information about patient awareness on the risks of the medical service (blood collection).

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Section: Methodology Of Researchmentioning

confidence: 99%

Patient Safety in the Aspect of Process and Procedures Connected with Medical Services

Zyska

Grofelnik

2019

System Safety: Human - Technical Facility - Environment

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“…It is a methodology of modern business that addresses the requirements of business organizations. It can be broadly defined as the process of buying or selling products with use of an electronic medium such as the Internet [23,24]. More and more enterprises are operating as a part of e-commerce, offering customers a whole range of products and services.…”

Section: E-commercementioning

confidence: 99%

How to Make E-Commerce More Successful by Use of Kano’s Model to Assess Customer Satisfaction in Terms of Sustainable Development

Ingaldi

Ulewicz

2019

Sustainability

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Personalization, mobility, deliveries on the same day, and perhaps artificial intelligence—all of these elements will shape e-commerce in the near future. It is necessary to consider what features and standards online shops will have to meet in order to achieve success and to adapt to the changing preferences and requirements of the customer and their awareness of the perception of the environment through the prism of, for example, sustainable development. This means there is a need to specify a set of attributes that will influence the decision to use the services of a given e-shop. Despite all efforts, many online shops fail because they do not meet the expectations of customers. At the same time, meeting customer expectations is a big challenge for newly emerging e-shops. There are many studies on sustainable development in e-commerce, but there is no specific methodology for e-shop design, especially in the aspect of sustainable development. The authors propose a methodology based on Kano’s model and customer satisfaction to explore customers’ stated needs and unstated desires and to divided them into different groups with different impacts on customer satisfaction. In this paper, a case study on the attributes of customer satisfaction for a newly opened e-shop with organic products, which is to operate in the countries of Central Europe and takes into account selected assumptions of sustainable development, was presented. The research took the form of an original (authorial), universal survey that can be used in other similar research. A total of 1069 correctly completed surveys were taken into account for the analysis. Respondents indicated 16 must-have features for the e-shop in order to make customers benefit from its services and 11 one-dimensional features that will determine the level of customer satisfaction. Among the must-have features, there were those related to sustainable development, which indicates the environmental awareness of potential customers. The obtained results were given to the management of the research e-shop and were included during the design of its operation. After one to two years of e-shop operation, the results will be verified.

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“…While those methods, which are often omitted, are for example Servperf, IPA, Kano, penalty/rewards, problem detecting. Many of them are used by Polish service enterprises (ABADO, et al, 2007;LUPO, 2015;MAHMOUD;KHALIFA, 2015;CHEN;BARROWS, 2015;INGALDI, 2018a;ULEWICZ 2018).…”

Section: Independent Journal Of Management and Production (Ijmandp)mentioning

confidence: 99%

Service quality management -preliminary results of survey for customers

Ingaldi

2019

Ind. Jour. Man. & Prod.

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Quality is an important part of management in every enterprise. It is quality on which depends whether customers will buy products from a given enterprise, and, thus, the competitiveness of this enterprise on market. A special case is the quality of services and its assessment.There are many methods that can be used in such situations, which are widely described in the literature. It should be emphasized that in case of service quality, direct customer feedback about a given service is most often used, that is, the customers actively participate in this process.However, customers should be asked what method is the most friendly and least boring for them. The purpose of the paper is to present a survey on the use of methods of service quality assessment. In the paper preliminary results of the survey from point of view of customers are presented. The customers were asked to answer whether they were involved in such research, what their attitude to such research was, what research methods they encountered, and what problems occurred during such research.

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Evaluation of Quality of the e-Commerce Service

Cited by 36 publications

References 5 publications

Patient Safety in the Aspect of Process and Procedures Connected with Medical Services

Patient Safety in the Aspect of Process and Procedures Connected with Medical Services

How to Make E-Commerce More Successful by Use of Kano’s Model to Assess Customer Satisfaction in Terms of Sustainable Development

Service quality management -preliminary results of survey for customers

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