Problems in the E-service Provision Process in Enterprises from the SME Sector SME Sector

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F61989100%3A27360%2F22%3A10251793" target="_blank" >RIV/61989100:27360/22:10251793 - isvavai.cz</a>

Alternative codes found

RIV/61989100:27230/22:10251793

Result on the web

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DOI - Digital Object Identifier

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Result language

angličtina

Original language name

Problems in the E-service Provision Process in Enterprises from the SME Sector SME Sector

Original language description

Covid-19 has shown that the digitization process, especially for service providers and shops, has been accelerated. We buy more and more online. Unfortunately, we are not always satisfied with such purchases, we may have a problem with the complicated e-shopping process, too little information about the offered goods, an unreliable e-shop or poor quality of the offered goods. The authors decided to look at the problems in the e-services provision process from the point of view of customers, because they participate in this process, but also in the process of assessing the quality of e-services. The aim of the article was therefore to analyze the digitization process of e-services, with particular emphasis on e-shops. The article presents the results of surveys conducted in Poland and the Czech Republic in September-December 2021. 724 respondents (498 from Poland and 226 from the Czech Republic) took part in the study. The Importance Performance Analyzes (IPA) described in the literature was used to conduct the analysis. A traditional IPA map was constructed to assess the individual attributes taken into account in the research on the e-service provision process. Due to the analysis of the obtained results, it was possible to identify the biggest problems in the e-services provision process as experienced by customers.

Czech name

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Czech description

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Type

D - Article in proceedings

CEP classification

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OECD FORD branch

50200 - Economics and Business

Project

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Continuities

S - Specificky vyzkum na vysokych skolach

Publication year

2022

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Article name in the collection

The Poprad Economic and Management Forum 2022 : conference proceedings from international scientific conference : 10th – 11th November 2022, Poprad, Slovak Repubublic

ISBN

978-80-561-0995-3

ISSN

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e-ISSN

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Number of pages

14

Pages from-to

245-258

Publisher name

VERBUM KU Ružomberok

Place of publication

Ružomberok

Event location

Poprad

Event date

Nov 10, 2022

Type of event by nationality

WRD - Celosvětová akce

UT code for WoS article

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