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The Analytical Insight Into Customer Perception Of Quality Determinants Of The E-Commerce Model Business-To-Consumer Subjects In The Central European Countries

Author

Listed:
  • Radovan Bačík
  • Zsuzsanna Katalin Szabo
  • Richard Fedorko

Abstract

Purpose: 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. Methodology/Approach: 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. Findings: 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. Originality/Value of paper: 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.

Suggested Citation

  • Radovan Bačík & Zsuzsanna Katalin Szabo & Richard Fedorko, 2014. "The Analytical Insight Into Customer Perception Of Quality Determinants Of The E-Commerce Model Business-To-Consumer Subjects In The Central European Countries," Quality Innovation Prosperity, Technical University of Košice, Department of integrated management, vol. 18(2).
    • Handle: RePEc:tuk:qipqip:v:18:y:2014:i:2:2
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    File URL: http://www.qip-journal.eu/index.php/QIP/article/view/316/398
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    Citations

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    Cited by:

    1. Artur Wrzalik & Rafa³ Niedba³ & Adam Soko³owski, 2015. "The Model Of Managerial Decisions’ Support In The Process Of Choosing An Internet Shop Application," Polish Journal of Management Studies, Czestochowa Technical University, Department of Management, vol. 12(2), pages 202-211, December.
    2. Radovan Bacik & Jan Mihal & Richard Fedorko, 2015. "The Analysis Of The Impact Of Selected Communication Channels On The Selected City Population’ Opinion," Polish Journal of Management Studies, Czestochowa Technical University, Department of Management, vol. 12(2), pages 7-14, DEcember.
    3. Camelia Mihaela Oane (Marinescu) & Klaudia Smol¹g & Emanuel Stefan Marinescu & Romuald Szopa, 2015. "Value-Based Management As The Innovating Paradigm Of Contemporary Governance – A Theoretical Approach," Polish Journal of Management Studies, Czestochowa Technical University, Department of Management, vol. 12(1), pages 106-120, DEcember.
    4. Robert Stefko & Radovan Bacik & Igor Fedorko & Richard Fedorko, 2015. "An Analysis Of Perceived Topicality Of Website Content Influence In Terms Of Reputation Management," Polish Journal of Management Studies, Czestochowa Technical University, Department of Management, vol. 12(1), pages 177-185, DEcember.

    More about this item

    Keywords

    e-business; e-commerce; Visegrad group; B2C; customer satisfaction;
    All these keywords.

    JEL classification:

    • Z - Other Special Topics

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