Evaluation of Quality of the e-Commerce Service

Manuela Ingaldi and Robert Ulewicz
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Manuela Ingaldi: Faculty of Management, Czestochowa University of Technology, Czestochowa, Poland
Robert Ulewicz: Faculty of Management, Czestochowa University of Technology, Czestochowa, Poland

International Journal of Ambient Computing and Intelligence (IJACI), 2018, vol. 9, issue 2, 55-66

Abstract: E-commerce market continues to grow. It is so popular because more and more people are connected to the Internet. Nevertheless, not all online e-shops can be so proud of its conversion rates. The customers' satisfaction with the services of different types of e-shops are affected by many different factors. The authors can say that a satisfied customer is the one who maintains a good reputation of the sellers' despite of the disadvantages which he had to face, such as damage of product during its transport, the need to make a warranty repair. To evaluate the customers' satisfaction in the chosen e-shop, the authors decided to use two methods which according to them can be complementary in this case, these methods are following: the Servqual method and the Importance/Performance analysis (IPA). Then, advantages and disadvantages of e-commerce were described. Next, the research methods were characterized. Later, the survey and its results were shown. The research had the form of an online questionnaire. It was addressed to customers of the chosen e-shop. The Servqual method was used to evaluate the quality level of offered services in general and analyze the Servqual index (perceptions of the real services minus customers' expectations). The Importance/Performance analysis was used to indicate which areas of the service really need the intervention of the research e-shop.

Date: 2018
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