基于层次服务质量模型的电子服务质量评估

IF 1.4 Q4 ENGINEERING, INDUSTRIAL Management Systems in Production Engineering Pub Date : 2022-10-29 DOI:10.2478/mspe-2022-0040
M. Ingaldi
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引用次数: 1

摘要

摘要电子商务正变得越来越流行。新冠肺炎疫情使其发展速度更快。目前,一家不通过互联网提供服务的企业正遭受巨大损失。网上购物与传统购物有很大不同,因此应根据不同的标准对其进行评估。该文件的目的是从商业服务的角度评估选定的电子商店提供的服务质量。研究的第一阶段是根据电子服务质量的层次模型对文献进行分析,这些模型的结构表明了评估的领域。这允许构建作者的电子服务分层模型,并列出用于进一步研究的属性列表。以服装电子商店为例,考虑到顾客的意见,对其提供的服务进行了分析。选择重要性绩效分析(IPA)作为进行调查研究和分析其结果的基础,这有助于对所获得的结果进行评论。这项研究表明了所检查的电子商店的优势和劣势,但也确定了需要改进的领域,以提高所提供服务的质量以及客户满意度。
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E-Service Quality Assessment According to Hierarchical Service Quality Models
Abstract E-commerce is becoming more and more popular. The COVID-19 pandemic made its development even faster. Currently, an enterprise that does not provide its services via the Internet is suffering heavy losses. Online shopping is largely different from traditional purchases, so their assessment should be made on the basis of different criteria. The aim of the paper was to assess the quality of services provided by the selected e-shop, in terms of its commercial services. The first stage of the research was the analysis of the literature in terms of hierarchical models of e-service quality, which in their structure indicate the areas of assessment. This allowed for the construction of the author’s hierarchical model of e-services and for making a list of attributes that were used in further research. On the example of the clothing e-shop, an analysis of the provided services was made, taking into account the opinions of its customers. The Importance Performance Analysis (IPA) was selected as the basis for conducting the survey research and analyzing its results, which facilitates the commenting of the obtained results. The research allowed to indicate the strengths and weaknesses of the examined e-shop, but also to identify areas requiring improvement in order to increase the quality of the offered services, as well as the customers satisfaction.
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来源期刊
CiteScore
4.30
自引率
13.30%
发文量
48
审稿时长
10 weeks
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