THE ANALYTICAL INSIGHT INTO CUSTOMER PERCEPTION OF QUALITY DETERMINANTS OF THE E-COMMERCE MODEL BUSINESS-TO-CONSUMER SUBJECTS IN THE CENTRAL EUROPEAN COUNTRIES

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Radovan Bačík ; Zsuzsanna Katalin Szabo ; Richard Fedorko (2014)
  • Publisher: Technical University of Kosice
  • Journal: Quality Innovation Prosperity, volume 18, issue 2 (issn: 1335-1745, eissn: 1338-984X)
  • Related identifiers: doi: 10.12776/qip.v18i2.316
  • Subject: Management. Industrial management | Visegrad group | B2C | HD28-70 | HF5001-6182 | customer satisfaction | Business | e-business; e-commerce; Visegrad group; B2C; customer satisfaction | e-commerce | e-business
    • jel: jel:Z

<p class="Telo"><em>Purpose:</em> The aim of the paper is to describe the specific aspects of the e-commerce model business-to-consumer as a constantly developing field of an economic life in the Central European countries according to their customers. The current state of e-business and business-to-consumer e-commerce issue was identified by the research in the Czech Republic, Hungary, Poland and Slovakia.</p><p class="Telo"><em>Methodology/Approach:</em> For the purposes of collecting primary data the crucial factor for the selection of e-shops was identification of the suitable  online portals focused on post-purchase evaluation of e-shops in Visegrad group countries. Automatic data collection method was used for the observed variables (evaluations) within selected online portals of the identified e-shops. The total of 5,228,127 evaluations of 9,260 e-shops were analysed. The main focus was given to customer overall satisfaction with an e-shop in relation to communication with a customer or overall satisfaction with an e-shop and delivery quality.</p><p class="Telo"><em>Findings:</em> The results of the research showed that there exists a direct relation between overall satisfaction with an e-shop and communication with customers or overall satisfaction with an e-shop and delivery quality.</p><p class="Telo"><em>Originality/Value of paper:</em> The ambition of this paper through the findings is to help subjects of e-commerce in their marketing decisions in order to even better understand the factors that influence customers’ satisfaction.</p><p class="Telo"> </p>
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