Study of the logistics factors that influence the development of e-commerce services in the customer’s opinion

Gajewska, Teresa; Zimon, Dominik

doi:10.5604/01.3001.0012.0939

Cited by 19 publications

(12 citation statements)

References 11 publications

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“…E-commerce is the future trend of business style. It brings many benefits for both companies and customers (Tseng and You, 2005;Gajewska and Zimon, 2018):…”

Section: Ijppm 694mentioning

confidence: 99%

The impact of the level of customer satisfaction on the quality of e-commerce services

Gajewska

Zimon

Kaczor

et al. 2019

IJPPM

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Purpose The purpose of this paper is to present the results of surveys conducted in the field of level of e-commerce services quality. The criteria of quality of e-commerce services were identified. On this basis the hierarchy of importance of the adopted criteria for e-commerce service quality were proposed. Design/methodology/approach The level of customer satisfaction was measured using the Servqual method. In order to compare two groups: the quality of e-commerce services before purchase and the quality of e-commerce services after the purchase, a student’s t-test was used. To check if the relations between variables are sufficient to carry out the factor analysis (sampling adequacy), the Keizer–Meyer–Olkin test was used. The scope of the research included 23 selected criteria of customers satisfaction. Findings A comparison of the Servqual weighted and unweighted results shows that customers valued the guarantee/safety dimension the most. It can therefore be expected that customers perceive e-commerce services with increasing trust and consider them increasingly reliable which is also confirmed by the growing tendencies in the forecasts of e-commerce services in Poland. Originality/value Research allows to know the opinion and expectations related to the quality of services provided in the analysed area and to develop the strategy of company. The most important indicator of the quality of e-commerce services remains reliability (weighting = 0.34). However, the noticeable difference in opinions concerns the tangible elements index compared to the results of the Berry and Parasuraman team and amounted to 0.20.

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“…E-commerce is the future trend of business style. It brings many benefits for both companies and customers (Tseng and You, 2005;Gajewska and Zimon, 2018):…”

Section: Ijppm 694mentioning

confidence: 99%

The impact of the level of customer satisfaction on the quality of e-commerce services

Gajewska

Zimon

Kaczor

et al. 2019

IJPPM

Self Cite

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“…For instance, the SERVQUAL concept measures quality of services in relation to five attributes-tangibles, reliability, responsiveness, assurance, and empathy (Pitt et al 1995). To obtain a basic picture about quality in a certain area, one can start by surveying more general attributes, which can later point to areas that require more detailed attention (Formánková et al 2018;Gajewska and Zimon 2018).…”

Section: Methodsmentioning

confidence: 99%

“…Therefore, understanding what the client expects allows the management to focus on developing the right characteristics of the educational service. This approach contributes to a more comprehensive management of the organization's resources, which can be transferred to where they are needed at any given moment to best serve the needs of the client (Gajewska and Zimon 2018;Woźniak and Fill 2018).…”

Section: Introductionmentioning

confidence: 99%

Application of the Kano Model for a Better Understanding of Customer Requirements in Higher Education—A Pilot Study

Madzík

Budaj

Mikuláš

et al. 2019

Administrative Sciences

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Various pieces of information and knowledge turn into “know-how” simply by their application in the market. This applies to all spheres of activities. It is therefore important to know and understand the requirements of customers already in the stage of making a product, and to confront these with the possibilities of a producer. In this article we are exploring the possibilities of a better understanding of the requirements of customers and stakeholders in the process of the creation of products in educational services. In particular, we examined seven general requirements: practice orientation, ethical orientation, research orientation, quality resources, innovation orientation, skills orientation, and quality staff. We use the Kano model on a pilot sample of respondents at an institution of higher education. Our results showed that “practice orientation” and “quality resources” are the most stable requirements, while “quality staff” is the least stable. The most linear requirement (the same effect on satisfaction and dissatisfaction) is “innovation orientation”. “Research orientation” belongs to attractive requirements and we also found that in the case of “ethical orientation” there are weak relations between positive and negative responses in our survey. The “skills orientation” proved to be too general, and our research shows that it could be indifferent. It is therefore advisable to specify the investigated skills when investigating requirements on educational services. The main contribution based on the proposed research procedures is an effective linking of customers and producers already from the beginning of constructing a value chain. Investing in sophisticated management approaches when modelling products and processes can thus become a significant source of the competitive advantage of an educational institution. At the same time, it is a contribution to better placing of its graduates in the labor market.

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“…There are ongoing studies on factors that promote the development of e-commerce (e.g. Abdullah et al, 2019;Gajewska and Zimon, 2018;Martinez-Lopez et al, 2015;Yoon and Occena, 2015). Mostly, the factors that influence the development of e-commerce are divided in such categories: technological factors, social factors, economic factors, political factors and psychological factors (see more Viehland, 2000;Shah Alam et al, 2011;Makki and Chang, 2015;Kabango and Asa, 2015).…”

Section: Eis 14/2020mentioning

confidence: 99%

Factors Contributing to the Development of E-Commerce by the Degree of use in Latvia

Gudele

Jekabsone

2020

EurInsStud

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Several studies have recognized that e-commerce can have a positive impact on any type of business, making enterprises work faster, more efficient and more economical. Taking into account different degrees of e-commerce use, it is important to analyse the factors contributing to the development of the e-commerce in respective enterprises, so decision-makers can develop the strategy accordingly. Purpose of the study is to analyse the factors contributing to the development of the e-commerce in Latvia by the degree of use of e-commerce. The tasks of the study: 1) to review theoretical background of factors contributing to the development of the e-commerce depending on the degree of use of e-commerce in the enterprise; 2) to review existing research of factors contribution to the development of the e-commerce in EU; 3) to analyse the results of conducted survey among Latvian entrepreneurs in context of factors contributing to the development of the e-commerce depending on the degree of use of e-commerce in the respective enterprises. Research methods used in preparation of the paper: scientific publication and previous conducted research results analysis, analysis of the results of the survey on Latvian entrepreneurs. Survey results are analysed using indicators of descriptive statistics (indicators of central tendency or location - arithmetic mean, mode, median), indicators of variability (indicators of dispersion - range, standard deviation and standard error of mean), analysis of variance - ANOVA are used. The survey showed that there are significant differences in the assessment of the groups of factors “Social factors” and “Regulatory factors” between entrepreneurs who take full advantage of e-commerce opportunities and those who do not use them at all. In order to promote the use of e-commerce possibilities, different trainings and programmes are expected to be development to improve the knowledge, skills and competences of employers and employees in the area of e-commerce.

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Study of the logistics factors that influence the development of e-commerce services in the customer’s opinion

Cited by 19 publications

References 11 publications

The impact of the level of customer satisfaction on the quality of e-commerce services

The impact of the level of customer satisfaction on the quality of e-commerce services

Application of the Kano Model for a Better Understanding of Customer Requirements in Higher Education—A Pilot Study

Factors Contributing to the Development of E-Commerce by the Degree of use in Latvia

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