Assessment of Customer's Satisfaction in E-commerce Services

• Autorzy: Aleksandra Radziszewska

Warianty tytułu

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. (original abstract)

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. (abstrakt oryginalny)

Słowa kluczowe

EN

Customer satisfaction; e-commerce; Quality of commercial services; e-services

PL

Satysfakcja klienta; Handel elektroniczny; Jakość usług handlowych; e-usługi

• Czasopismo: Zeszyty Naukowe SGGW w Warszawie. Polityki Europejskie, Finanse i Marketing
• Rocznik: 2013
• Numer: nr 9 (58)
• Strony: 383--393

Twórcy

autor

Aleksandra Radziszewska

• Politechnika Częstochowska

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