Evaluation of the On-line Commercial Service Quality Based on Association Rules

• Autorzy: Monika Szyda , Ireneusz Czarnowski

Warianty tytułu

Ocena jakości usług handlowych on-line na podstawie analizy reguł asocjacyjnych

• Języki publikacji: EN

Abstrakty

EN

The existing approaches to the evaluation of on-line commercial services quality include various quality indicators. The application of multiple attributes for quality evaluation enables and involves specialized analysis techniques to carry it out. This article proposes to utilize association rules in the quality evaluation of the on-line services. The analysis carried out of the discovered association rules has provided interesting dependencies and relationships on the individual characteristics of the on-line commercial service. On the basis of such on analysis, conclusions can be made regarding the general quality of the on-line commercial services. The discovered dependencies and connections can be used in shaping online commercial service quality. Conclusions from the analysis of the association rules can therefore be used to improve the on-line commercial service quality comprehensively which can lead to the higher satisfaction of e-customers.(original abstract)

Znane podejścia do oceny jakości usług uwzględniają różnorodne wyznaczniki jakości, co w konsekwencji umożliwia ocenę jakości usługi handlowej on-line w kilku płaszczyznach. Zastosowanie wielu atrybutów oceny jakości pozwala również na włączanie do jej przeprowadzenia specjalizowanych technik analizy. W pracy zaproponowano, aby do oceny jakości usług wykorzystać reguły asocjacyjne. Przeprowadzona analiza odkrytych reguł asocjacyjnych wskazała interesujące zależności i związki dotyczące poszczególnych cech usługi handlowej on-line. Na tej podstawie można wnioskować na temat ogólnej jakości usług, z drugiej strony odkryte związki i zależności można też wykorzystać do modelowania jakości usługi handlowej świadczonej w Internecie. Wnioski z analizy reguł asocjacyjnych mogą posłużyć zatem do kompleksowego doskonalenia jakości usługi handlowej świadczonej za pośrednictwem Internetu, co może się przełożyć na uzyskanie wyższej satysfakcji e-klientów.(abstrakt oryginalny)

Słowa kluczowe

EN

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

PL

Handel elektroniczny; Jakość usług handlowych; Satysfakcja klienta; Data Mining

• Czasopismo: Informatyka Ekonomiczna / Uniwersytet Ekonomiczny we Wrocławiu
• Rocznik: 2017
• Numer: nr 1 (43)
• Strony: 66--85

Twórcy

autor

Monika Szyda

• Akademia Morska w Gdyni

autor

Ireneusz Czarnowski

• Akademia Morska w Gdyni

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Identyfikatory

DOI

10.15611/ie.2017.1.06