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Autor
Radziszewska Aleksandra (Politechnika Częstochowska)
Tytuł
Assessment of Customer's Satisfaction in E-commerce Services
Ocena satysfakcji konsumenta w usługach handlu elektronicznego
Źródło
Zeszyty Naukowe SGGW w Warszawie. Polityki Europejskie, Finanse i Marketing, 2013, nr 9 (58), s. 383-393, tab., bibliogr. 30 poz.
Scientific Journals Warsaw University of Life Sciences - SGGW. European Policies, Finance and Marketing
Słowa kluczowe
Satysfakcja klienta, Handel elektroniczny, Jakość usług handlowych, e-usługi
Customer satisfaction, e-commerce, Quality of commercial services, e-services
Uwagi
streszcz., summ.
Abstrakt
Celem pracy jest studium literaturowe różnych aspektów i sposobów pomiaru jakości usług w kontekście zakupów internetowych. Na podstawie przeglądu literatury został zaproponowany alternatywny model oceny satysfakcji konsumentów w środowisku Internetu. Podstawowym celem pracy jest analiza relacji między poszczególnymi wymiarami jakości usług handlu elektronicznego a satysfakcją konsumentów. Analiza korelacji pozwoliła na wskazanie statystycznej istotności oraz siły wpływu zaproponowanych czynników na poziom satysfakcji e-konsumentów. (abstrakt oryginalny)

The aim of this paper is to review various dimensions or measures of e-service quality in the context of online shopping. Based on the literature review an alternative online satisfaction assessment model has been proposed. The primary purpose of the paper is to study the relationships between the main dimensions of e-commerce quality and the e-customer satisfaction. By using correlation analysis the statistical significance and influence of proposed e-satisfaction factors has been indicated. (original abstract)
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Bibliografia
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ISSN
2081-3430
Język
eng
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