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

<p>Quality plays a crucial role in both e-commerce and online stores because customers expect not only convenient shopping but also satisfaction with products and services. High-quality services and products contribute to increased customer loyalty and the establishment of a positive company image in the competitive online market. In the case of e-commerce, the main attributes considered when evaluating quality are those related to the functioning of the website through which the customer orders products. The main goal of the study was an attempt to compile attributes that would reflect the quality of a specific e-service, especially an e-commerce store, and influence customer satisfaction. Based on the list of attributes, an effort was made to identify those most important to customers. The research results, the importance of individual attributes and groups, further demonstrate what customers pay particular attention to in e-shops and what matters to them. Emphasizing the fulfillment of these attributes is crucial.</p>
</abstract>

Quality plays a crucial role in both e-commerce and online stores because customers expect not only convenient shopping but also satisfaction with products and services. High-quality services and products contribute to increased customer loyalty and the establishment of a positive company image in the competitive online market. In the case of e-commerce, the main attributes considered when evaluating quality are those related to the functioning of the website through which the customer orders products. The main goal of the study was an attempt to compile attributes that would reflect the quality of a specific e-service, especially an e-commerce store, and influence customer satisfaction. Based on the list of attributes, an effort was made to identify those most important to customers. The research results, the importance of individual attributes and groups, further demonstrate what customers pay particular attention to in e-shops and what matters to them. Emphasizing the fulfillment of these attributes is crucial.

Proposal of the E-Services Quality Scale – Preliminary Results

System Safety: Human - Technical Facility - Environment

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

{"article-title":"Proposal of the E-Services Quality Scale \u2013 Preliminary Results"}

Quality plays a crucial role in both e-commerce and online stores because customers expect not only convenient shopping but also satisfaction with products and...

Proposal of the E-Services Quality Scale – Preliminary Results

Publié en ligne: 29 déc. 2023

Pages: 160 - 171

Reçu: 06 nov. 2023

Accepté: 06 déc. 2023

DOI: https://doi.org/10.2478/czoto-2023-0018

Mots clés
e-service, service quality, quality scale, attributes

© 2023 Manuela Ingaldi, published by Sciendo

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

Proposal of the E-Services Quality Scale – Preliminary Results

Publié en ligne: 29 déc. 2023

Pages: 160 - 171

Reçu: 06 nov. 2023

Accepté: 06 déc. 2023

DOI: https://doi.org/10.2478/czoto-2023-0018

Mots clése-service, service quality, quality scale, attributes

© 2023 Manuela Ingaldi, published by Sciendo

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

Mots clés
e-service, service quality, quality scale, attributes