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

Barnes, S.J., Vidgen, R.T. (2001). An Evaluation of Cyber-Bookshops: The WebQual Method. International Journal of Electronic Commerce 6(1), 11–30.10.1080/10864415.2001.11044225 Search in Google Scholar

Barnes, S.J., Vidgen, R.T. (2002). An Integrative Approach to the Assessment of E-Commerce Quality. Journal of Electronic 3(3), 114–127. Search in Google Scholar

Baryshnikova, N., Kiriliuk, O., Klimecka-Tatar, D. (2021). Enterprises’ strategies transformation in the real sector of the economy in the context of the COVID-19 pandemic. Production Engineering Archives 27(1), 8–15.10.30657/pea.2021.27.2 Search in Google Scholar

Bressolles, G., Nantel, J. (2008). The Measurement of Electronic Service Quality. International Journal of E-Business Research 4(3), 1–19.10.4018/jebr.2008070101 Search in Google Scholar

Carlson, J., Rahman, S.M., Rahman, M.M., Wyllie, J., Voola, R. (2021). Engaging Gen Y Customers in Online Brand Communities: A Cross-National Assessment. International Journal of Information Management 56, 102252.10.1016/j.ijinfomgt.2020.102252 Search in Google Scholar

Chetthamrongchai, P., Saengchai, S., (2019). The impact of perceived service quality, customer perception and price strategy on pharmacy customer devotion. Polish Journal of Management Studies 20(1), 139–148.10.17512/pjms.2019.20.1.12 Search in Google Scholar

Esmaeilpour, M., Hoseini, M. (2017). Explaining the impact of service quality on identity and brand personality. Polish Journal of Management Studies 16(2), 88–98.10.17512/pjms.2017.16.2.08 Search in Google Scholar

Ghosh, M. (2018). Measuring electronic service quality in India using E-S-QUAL. International Journal of Quality & Reliability Management 35(2), 430–445.10.1108/IJQRM-07-2016-0101 Search in Google Scholar

Grabowska, S. (2020). Smart Factories in the Age of Industry 4.0. Management Systems in Production Engineering 28(2), 90–96.10.2478/mspe-2020-0014 Search in Google Scholar

Hair, J.F.Jr., Babin, B., Money, A.H., Samouel, P. (2003). Essential of business research methods. United States of America: John Wiley & Sons. Search in Google Scholar

Horn, D., Feinberg, R., Salvendy, G. (2005). Determinant elements of customer relationship management in e-business. Behaviour & Information Technology 24(2), 101–109.10.1080/01449290512331321938 Search in Google Scholar

Ingaldi, M., Ulewicz, R. (2019). How to Make E-Commerce More Successful by Use of Kano’s Model to Assess Customer Satisfaction in Terms of Sustainable Development. Sustainability 11(18), 4830.10.3390/su11184830 Search in Google Scholar

Kadłubek, M., Grabara, J. (2015). Customers’ expectations and experiences within chosen aspects of logistic customer service quality. International Journal for Quality Research 9(2), 265–278. Search in Google Scholar

Kalia, P. (2017). Service quality scales in online retail: methodological issues. International Journal of Operations & Production Management 37(5), 630–663.10.1108/IJOPM-03-2015-0133 Search in Google Scholar

Klimecka-Tatar, D. (2018). Contemporary quality management model of professional services in B2C and B2B systems cooperation. 10th International Scientific Conference Business And Management 2018. Vilnius, Lithuania, May 03-04, 2018. Vilnius, Lithuania: Vilnius Gediminas Technical Univ Press, Technika (Business and Management-Spausdinta), 371-380.10.3846/bm.2018.41 Search in Google Scholar

Klimecka-Tatar, D. Ingaldi, M. (2021). Service Quality Management in Term of IHRM Concept and the Employee Internationalization. International Journal for Quality Research 15(3), DOI: 10.24874/IJQR15.03-05.10.24874/IJQR15.03-05 Search in Google Scholar

Knop, K. (2019). Evaluation of quality of services provided by transport & logistics operator from pharmaceutical industry for improvement purposes. Transportation Research Procedia 40, 1080–1087.10.1016/j.trpro.2019.07.151 Search in Google Scholar

Kowalik, K. (2020). The role of safety in service quality in the opinion of traditional and digital customers of postal service. Production Engineering Archives 26(1), 1–4.10.30657/pea.2020.26.01 Search in Google Scholar

Mummalaneni, V., Meng, J., Elliott, K.M. (2016). Consumer Technology Readiness and E-Service Quality in E-Tailing: What is the Impact on Predicting Online Purchasing?. Journal of Internet Commerce 15(4), 311–331.10.1080/15332861.2016.1237232 Search in Google Scholar

Parasuraman, A., Zeithaml, V.A., Malhotra, A. (2005). E-S-QUAL. Journal of Service Research 7(3), 213–233.10.1177/1094670504271156 Search in Google Scholar

Pattnaik, S. (2019). Measuring Service Quality of Food Delivery Apps -SITEQUAL. Journal of Advanced Research in Dynamic and Control Systems 11 (10-SPECIAL ISSUE), 419–423.10.5373/JARDCS/V11SP10/20192824 Search in Google Scholar

Pietraszek, J., Radek, N., Goroshko, A.V. (2020). Challenges for the DOE methodology related to the introduction of Industry 4.0. Production Engineering Archives 26(4), 190–194.10.30657/pea.2020.26.33 Search in Google Scholar

Pilarz, D., Kot, S. (2019). Evaluation Of Customer Service Quality And Security In Retail Network. System Safety: Human - Technical Facility - Environment 1(1), 647–652.10.2478/czoto-2019-0082 Search in Google Scholar

Rosak-Szyrocka, J. (2019). Quality of Life Improvement in Kaizen Aspect. Quality Production Improvement - QPI 1(1), 528–536.10.2478/cqpi-2019-0071 Search in Google Scholar

Ulewicz, R.(2016). The use of Kano model fortheclassification oftheelements ofproduct quality. Systemy Wspomagania w Inżynierii Produkcji. Review Of Problems And Solutions 3(15), 117–126. Search in Google Scholar

Webb, H.W.. Webb, L.A. (2004). SiteQual: an integrated measure of Web site quality. Journal of Ent Info Management 17(6), 430–440.10.1108/17410390410566724 Search in Google Scholar

Wolfinbarger, M., Gilly, M.C. (2003). eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of Retailing 79(3), 183-198.10.1016/S0022-4359(03)00034-4 Search in Google Scholar

Yoo, B., Donthu, N, (2015), Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (PQISS). Proceedings of the 2000 Academy of Marketing Science (AMS) Annual Conference, Harlan E. Spotts and H. Lee. Meadow (eds.). Cham, 2015. 1st ed. 2015. Cham: Springer International Publishing; Imprint: Springer (Developments in Marketing Science: Proceedings of the Academy of Marketing Science), 471.10.1007/978-3-319-11885-7_129 Search in Google Scholar