| Abstract [eng] |
The quality is necessary condition in electronic business as well or even more than in usual. The researches of services quality are very popular in the recent decades, but only in the nearest years there was started to make research on the services quality in the electronic commerce environment. The demand of electronic services quality evaluation increased and forced to look for the dimensions with which would be possible to evaluate the quality of electronic services. The main object of this master thesis is electronic services quality evaluation. The objective is to make the model of electronic services quality evaluation by analysing already existing electronic services quality evaluation approaches and theories, also to make created model empirical evaluation in order to identify different quality evaluation dimensions’ efficiency in different cultures. The main aims of the thesis: to make theoretical analysis of models of electronic services quality evaluation; to create new conceptual model of electronic services quality evaluation; to make empirical evaluation of the model; to identify different quality evaluation dimensions’ efficiency in different cultures. By using scientific literature analysis and quantitative research some conclusions were made. The services which are operating in the electronic commerce environment are specific and should be adopted for customers and fulfil their needs. The evaluation of electronic services quality makes companies more efficient and helps to achieve the higher level of customers’ satisfaction and in this way to maintain them. Considering the differences of cultures there is a possibility to find out what influence different quality evaluation dimension has for different cultural group. The cultural oriented framework by the understanding of values helps to understand the motivation of individual and eliminate most of individual behaviour elements’ consequently the service can be combined according to the particular user or users’ group. In the process of scientific research there were created a lot models for the electronic services quality evaluation, each of them has its specifics, structure and can be used for electronic services evaluation for specific needs or after some modifications are made. As a result of theory analysis there was created conceptual model, which was verified by empirical research and some research conclusions were made. After research data analysis there were found three cultural groups and the analysis of electronic services quality evaluation of different dimensions efficiency in different cultural groups were done. After electronic services quality evaluation dimensions analysis, which are reflected in the model there were found that all dimensions are important for respondents by evaluating quality of services. Also the research showed that in different cultural groups the importance of different dimensions is different, but in general there the research made confirmation that model can be used in the evaluation of electronic services quality. The master thesis can be useful for further electronic services quality evaluation researches. |
