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

Kód výsledku v IS VaVaI

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RIV/61989100:27230/22:10250609

Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

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

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

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

Popis výsledku anglicky

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.

Druh

D - Stať ve sborníku

CEP obor

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OECD FORD obor

20300 - Mechanical engineering

Projekt

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Návaznosti

S - Specificky vyzkum na vysokych skolach

Rok uplatnění

2022

Kód důvěrnosti údajů

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

Název statě ve sborníku

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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Počet stran výsledku

14

Strana od-do

245-258

Název nakladatele

VERBUM KU Ružomberok

Místo vydání

Ružomberok

Místo konání akce

Poprad

Datum konání akce

10. 11. 2022

Typ akce podle státní příslušnosti

WRD - Celosvětová akce

Kód UT WoS článku

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