<abstract xmlns="http://www.w3.org/1999/xhtml">

<p>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.</p>
</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.

E-Service Quality Assessment According to Hierarchical Service Quality Models

Management Systems in Production Engineering

This work is licensed under the Creative Commons Attribution 4.0 International License.

{"article-title":"E-Service Quality Assessment According to Hierarchical Service Quality Models"}

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...

E-Service Quality Assessment According to Hierarchical Service Quality Models

Published Online: Oct 29, 2022

Page range: 311 - 318

DOI: https://doi.org/10.2478/mspe-2022-0040

Keywords
e-commerce, e-service quality, service quality models, IPA

© 2022 Manuela Ingaldi, published by Sciendo

This work is licensed under the Creative Commons Attribution 4.0 International License.

E-Service Quality Assessment According to Hierarchical Service Quality Models

Published Online: Oct 29, 2022

Page range: 311 - 318

DOI: https://doi.org/10.2478/mspe-2022-0040

Keywordse-commerce, e-service quality, service quality models, IPA

© 2022 Manuela Ingaldi, published by Sciendo

This work is licensed under the Creative Commons Attribution 4.0 International License.

Keywords
e-commerce, e-service quality, service quality models, IPA