Article Preview
TopIntroduction
People every day have to deal with different types of services. They do not often realize how big and varied the sector of this economy is, and how fast it develops. There are many definitions of the service among which the one of Daszkowska can be mentioned. According to this author the service is a useful product, which had immaterial form, which is produced by human labor (like material product) in the production process, by affecting the structure of a specific resources (human or material object) in order to satisfy human needs (Daszkowska, 1998).
It should be mentioned that the service quality and its analysis is more complicated and time-consuming than in case of products quality. During quality analysis of the material product we have tangible evidence in form of these product, and its features which can be measure. It is possible to examine it dimensions, weight, the chemical, physical and mechanical properties etc. When evaluating the quality level of any service, we should could in mind many things such as: subjective and objective factors, all requirements asked by a customer, mood of the customer and the references point (Stoma, 2012). On the basis of these elements, special tools and method to evaluate the service, were created.
When evaluating products, we have to check if their features meet the customers' requirements. In case of services we don't have clear evidence to do it because of their immateriality and impermanence. So, when evaluating the service quality, we need to as for customers' feedback. We need to meet importance of all services expectations, importance and how customers evaluate the same characteristics according to their experience gained from received services. There are many methods which can be used for evaluation of the services. The Servqual method is most commonly used, but there are other, between which following methods should be mentioned: Servperf, Mystery Shopper, CIT, IPA.
E-commerce is big business which is getting bigger every day. It is a methodology of up-to-date business, including also requirements for organizations. Such business can be defined as a process of buying or selling any type of goods or services in electronic way, for example via Internet (https://www.oecd.org/sti/consumer/ECommerce-Recommendation-2016.pdf):
- •
Non-monetary way of payment
- •
Good payment protection
- •
Digital content products
- •
Big participation of consumers
- •
Mobile devices
- •
Privacy and security risks
- •
Product safety
In Poland there are about 25.8 million Internet users. In 2014 it was noticed that 65% of Polish people used it in regular way. 48% of them once or more made purchase online, 47% in Polish e-shops, and 10% in foreign e-shops (https://ecommercepolska.pl/files/9414/6718/9485/E-commerce_w_polsce_2016.pd). Product which the most often are bought online are footwear, books, clothes, cosmetics and electronics. It should be emphasis that this type of shopping is especially popular in town with fewer than 20,000 inhabitants due to the fact that the offer of traditional shops is rather limited.