Economic Themes (2009) 47 (2) 3, 43-58
Sreten Ćuzović, Svetlana Sokolov-Mladenović
Abstract: Companies are aware of the important of quality electronic service with increasing sale in electronic commerce and their primary forms. Customers demand superior quality service through web. Delivery high-quality e-service becomes essential component of company’s strategy of success. On the other side, high quality e-service conducts to customer satisfaction and loyalty. In that aim, it necessary constantly working on maintenance and advancement quality e-service. The aim of this paper is to show causality connection between quality e-service and customer satisfaction, with development mathematics-statistics methods which can be used in creating strategy of success on electronic market.
Keywords: electronic service; quality; measuring of quality; SERVQUAL; customer satisfaction
ADVANCEMENT OF QUALITY ELECTRONIC SERVICE IN FUNCTION OF CUSTOMER SATISFACTION
Sreten Ćuzović, Svetlana Sokolov-Mladenović
Abstract: Companies are aware of the important of quality electronic service with increasing sale in electronic commerce and their primary forms. Customers demand superior quality service through web. Delivery high-quality e-service becomes essential component of company’s strategy of success. On the other side, high quality e-service conducts to customer satisfaction and loyalty. In that aim, it necessary constantly working on maintenance and advancement quality e-service. The aim of this paper is to show causality connection between quality e-service and customer satisfaction, with development mathematics-statistics methods which can be used in creating strategy of success on electronic market.
Keywords: electronic service; quality; measuring of quality; SERVQUAL; customer satisfaction
