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

<p>The current market situation has forced enterprises to change the place where they offer their products. Due to the covid-19 restrictions, in order not to lose customers and be able to continue earning money, they had to create or use various types of online platforms and organize e-shops where customers can make purchases without any restrictions. With properly designed and organized platforms, customers can check other customers’ opinions about a given enterprise and its offer, choose what they need, how they want to pay, what type of delivery of the ordered goods they prefer, and they can do it at any time of the day or night and from anywhere with access to the Internet. However, it can be noticed that not all platforms operating on the market meet the expectations of customers, they do not have many functions, and there is even lack of the basic information about the enterprise or contact details. In such a situation, customers are uncertain about the safety of using such a platform, often prefer to use a competitive e-shop. That is why, when assessing the operation of e-shops and the quality of its services, it is necessary to take into account the assessment of the operation of the online platform itself. The aim of the paper is to assess the functioning of the selected internet platform and its operation by customers. The Sitequal method, a variation of the Servqual method, was used during the research. The results of the research helped to show whether the customers were satisfied with the functioning of the platform, what they liked and what they would like to improve. This allowed to indicate the strengths and weaknesses of this platform and possible direction of improvements. The results obtained can form the basis for various types of enterprises to improve their online platforms.</p>
</abstract>

The current market situation has forced enterprises to change the place where they offer their products. Due to the covid-19 restrictions, in order not to lose customers and be able to continue earning money, they had to create or use various types of online platforms and organize e-shops where customers can make purchases without any restrictions. With properly designed and organized platforms, customers can check other customers’ opinions about a given enterprise and its offer, choose what they need, how they want to pay, what type of delivery of the ordered goods they prefer, and they can do it at any time of the day or night and from anywhere with access to the Internet. However, it can be noticed that not all platforms operating on the market meet the expectations of customers, they do not have many functions, and there is even lack of the basic information about the enterprise or contact details. In such a situation, customers are uncertain about the safety of using such a platform, often prefer to use a competitive e-shop. That is why, when assessing the operation of e-shops and the quality of its services, it is necessary to take into account the assessment of the operation of the online platform itself. The aim of the paper is to assess the functioning of the selected internet platform and its operation by customers. The Sitequal method, a variation of the Servqual method, was used during the research. The results of the research helped to show whether the customers were satisfied with the functioning of the platform, what they liked and what they would like to improve. This allowed to indicate the strengths and weaknesses of this platform and possible direction of improvements. The results obtained can form the basis for various types of enterprises to improve their online platforms.

Improvement of the Providing Services Process with Use of the Sitequal Method

Conference Quality Production Improvement – CQPI

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

{"article-title":"Improvement of the Providing Services Process with Use of the Sitequal Method"}

The current market situation has forced enterprises to change the place where they offer their products. Due to the covid-19 restrictions, in order not to lose...

Improvement of the Providing Services Process with Use of the Sitequal Method

Publié en ligne: 17 déc. 2021

Pages: 17 - 27

Reçu: 28 avr. 2021

Accepté: 11 juin 2021

DOI: https://doi.org/10.2478/cqpi-2021-0003

Mots clés
service quality, e-shops, digitalization, shopping platform, Sitequal

© 2021 Manuela Ingaldi et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Improvement of the Providing Services Process with Use of the Sitequal Method

Publié en ligne: 17 déc. 2021

Pages: 17 - 27

Reçu: 28 avr. 2021

Accepté: 11 juin 2021

DOI: https://doi.org/10.2478/cqpi-2021-0003

Mots clésservice quality, e-shops, digitalization, shopping platform, Sitequal

© 2021 Manuela Ingaldi et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Mots clés
service quality, e-shops, digitalization, shopping platform, Sitequal