Temat: e-customer satisfaction - Katalog OPAC zbiorów

Skocz do pozycji: 1.

Tytuł:: Evaluation of the on-line commercial service quality based on association rules
Autorzy:: Szyda, Monika
Czarnowski, Ireneusz
Powiązania:: https://bibliotekanauki.pl/articles/432412.pdf
Data publikacji:: 2017
Wydawca:: Wydawnictwo Uniwersytetu Ekonomicznego we Wrocławiu
Tematy:: e-commerce
e-quality evaluation
e-customer satisfaction
association rules
data mining
Opis:: The existing approaches to the evaluation of on-line commercial services quality include various quality indicators. The application of multiple attributes for quality evaluation enables and involves specialized analysis techniques to carry it out. This article proposes to utilize association rules in the quality evaluation of the on-line services. The analysis carried out of the discovered association rules has provided interesting dependencies and relationships on the individual characteristics of the on-line commercial service. On the basis of such on analysis, conclusions can be made regarding the general quality of the on-line commercial services. The discovered dependencies and connections can be used in shaping online commercial service quality. Conclusions from the analysis of the association rules can therefore be used to improve the on-line commercial service quality comprehensively which can lead to the higher satisfaction of e-customers
Źródło:: Informatyka Ekonomiczna; 2017, 1(43); 66-85
1507-3858
Pojawia się w:: Informatyka Ekonomiczna
Dostawca treści:: Biblioteka Nauki

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Skocz do pozycji: 2.

Tytuł:: Customers’ Perceptions as an Antecedent of Satisfaction with Online Retailing Services
Autorzy:: Misiani Mwencha, Peter
Makau Muathe, Stephen
Powiązania:: https://bibliotekanauki.pl/articles/2011566.pdf
Data publikacji:: 2018
Wydawca:: Uniwersytet Warszawski. Wydawnictwo Naukowe Wydziału Zarządzania
Tematy:: online retailing
customer satisfaction
perceptions
e-commerce
online consumer
behaviour
Opis:: The assessment of antecedents of customer satisfaction has become very important for the success of online retailing services. This paper reports the results of a study that investigated the antecedent role of customers’ perceptions vis-a-vis satisfaction with online retailing services. While the study model conceptualizes customers’ perceptions as a composite variable made up of three dimensions (perceived attributes, perceived risk and perceived value) prescribed by four established information systems (IS) and consumer behaviour frameworks, namely the Technology Acceptance Model (TAM), Perceived Risk Theory (PRT), Theory of Consumption Values (TCV) and Expectations-Artifact Model of Satisfaction (EAMS), it does not specify how the different perceptual factors infl uence online satisfaction; instead it aggregates all three dimensions into a higher-order construct called “customers’ perceptions” and tries to understand the nature of relationship between the composite independent variable and the dependent variable. It employed a descriptive, correlational survey design whereby the response data collected from 240 registered users of 6 online retailers was analyzed using both descriptive as well as inferential statistics. The linear regression analyses indicate that the model provides a statistically signifi cant explanation of the variation in consumers’ online retailing satisfaction. The study also found empirical support for customers’ perceptions as an antecedent of satisfaction with online retailing services.
Źródło:: Journal of Marketing and Consumer Behaviour in Emerging Markets; 2018, 1(7); 4-27
2449-6634
Pojawia się w:: Journal of Marketing and Consumer Behaviour in Emerging Markets
Dostawca treści:: Biblioteka Nauki

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Skocz do pozycji: 3.

Tytuł:: Study of the logistics factors that Influence the development of e-commerce services in the customer’s opinion
Autorzy:: Gajewska, T.
Zimon, D.
Powiązania:: https://bibliotekanauki.pl/articles/223556.pdf
Data publikacji:: 2018
Wydawca:: Polska Akademia Nauk. Czytelnia Czasopism PAN
Tematy:: e-commerce
customer satisfaction
logistics aspect
courier company
delivery time
satysfakcja konsumenta
logistyka
firma kurierska
czas dostawy
Opis:: Recent years have seen a dynamic growth of ecommerce. This links to technological developments, an increase in the number of people who have access to and actively use the Internet, and the use of mobile devices. The aim of the paper is to present the results of a questionnaire survey of the factors behind the development of e-commerce services. In an analysis of the factors behind the development of e-commerce services, note should be made of the customer’s needs which will be the core of their opinions. The paper analyses factors of development of e-commerce services such as: frequency of internet shopping, logistic aspects of e-commerce services, and the criteria for the evaluation of quality of e-commerce services based on customer satisfaction. The five aspects of logistics in e-commerce taken into consideration included reliability of the supply, completeness of the supply, shipping price, delivery time, and the choice of courier company. Besides, the paper defines the interdependence between the frequency of internet shopping and the logistic aspects of e-commerce. A hierarchy is also established of the degree of satisfaction as regards the quality criteria of e-commerce services. The analysis covers data from a questionnaire survey of 100 customers using ecommerce in Poland. The respondents were customers using e-commerce services aged between 20 and 24. The questionnaire was based on a five-point Likert-type scale of between 1 and 5. The survey was qualitative and nationwide. The analysis was done using the Statistica 10 software. The Pearson correlation was chosen from amongst the methods available to determine the impact between the surveyed variables. Firms that provide e-commerce services aim to fulfil the ever increasing needs and expectations of their customers. They attach a lot of importance to the quality of customer service which is demonstrated by the high scores awarded by the respondents.
Źródło:: Archives of Transport; 2018, 45, 1; 25-34
0866-9546
2300-8830
Pojawia się w:: Archives of Transport
Dostawca treści:: Biblioteka Nauki

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Skocz do pozycji: 4.

Tytuł:: Boosting impulse buying behavior in marketing management : customer satisfaction perspective
Wzmocnienie impulsowego zachowania kupującego w zarządzaniu marketingiem : z perspektywą zadowolenia klienta
Autorzy:: Princes, Elfindah
Powiązania:: https://bibliotekanauki.pl/articles/404905.pdf
Data publikacji:: 2019
Wydawca:: Politechnika Częstochowska
Tematy:: e-commerce
purchase intention
online impulsive buying
customer satisfaction
handel elektroniczny
zamiar zakupu
impulsywne zakupy online
zadowolenie klienta
Opis:: Many firms suffer loss from costs of innovation process, piling stocks and innovation failures. Majority of the problems happened due to the slow respond of the firms to adapt to the market or even the changing of the trend before the products hit the market. To overcome these problems, firm are taking advantages from the online world by going online to introduce their products and innovations. Some innovations are even merely designs, and produced based on the customer requests. They trigger the online impulse buying behavior of customers and take advantage of them. This research talks about the impulse buying behavior from the customer satisfaction perspective. Being impulsive has always been considered as an irresponsible behavior, bad performance and spontaneous conduct which will lead to big disappointment. But since the year 2004, research results have shown contradictory results. Impulsive behaviour can also be advantageous for the individual and the company. The risk of losing an opportunity due to lack of necessary quick respond can be diminished. The year 2016 and after, more and more research support both opposite arguments. The researcher addresses this research gap by conducting a quantitative research to 156 respondents to address this issue by testing the relationship between impulse buying and customer satisfaction. The researcher concludes that if customer satisfaction is increased by improving management strategies and product innovations in ensuring the after-buying effects then actually impulse buying does not always give negative effects on customer satisfaction. Hence, when the customer satisfaction increases, the firm performance will increase too.
Wiele firm ponosi straty z powodu kosztów procesu innowacji, gromadzenia zapasów i awarii innowacji. Większość problemów pojawiła się z powodu powolnej reakcji firm na dostosowanie się do rynku lub nawet zmiany trendu, zanim produkty trafiły na rynek. Aby przezwyciężyć te problemy, firma czerpie korzyści ze świata online, przechodząc do sieci w celu wprowadzenia swoich produktów i innowacji. Niektóre innowacje to nawet tylko projekty i produkowane na podstawie życzeń klientów. Wyzwala to impulsowe zachowania klientów w zakresie zakupów online i korzystają z nich. Badanie to mówi o zachowaniach związanych z zakupami impulsowymi z perspektywy zadowolenia klienta. Impulsywność zawsze była uważana za nieodpowiedzialne zachowanie, złe wyniki i spontaniczne zachowanie, które doprowadzi do dużego rozczarowania. Ale od 2004 r. wyniki badań wykazały sprzeczne wyniki. Zachowanie impulsywne może być również korzystne dla jednostki i firmy. Ryzyko utraty szansy z powodu braku niezbędnie szybkiej reakcji można zmniejszyć. W 2016 r. i później coraz więcej badań potwierdza oba te przeciwne argumenty. Autor rozwiązuje tę lukę badawczą, przeprowadzając badanie ilościowe dla 156 respondentów, aby rozwiązać ten problem, testując związek między zakupem impulsowym a satysfakcją klienta. Badacz dochodzi do wniosku, że jeśli satysfakcja klienta zostanie zwiększona poprzez ulepszenie strategii zarządzania i innowacji produktowych w celu zapewnienia efektów po zakupie, to tak naprawdę zakup impulsowy nie zawsze ma negatywny wpływ na zadowolenie klienta. Dlatego, gdy wzrośnie zadowolenie klienta, wzrośnie również wydajność firmy.
Źródło:: Polish Journal of Management Studies; 2019, 20, 2; 403-413
2081-7452
Pojawia się w:: Polish Journal of Management Studies
Dostawca treści:: Biblioteka Nauki

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