Naslov
The significance and importance of delivery in electronic commerce

Autori
Kovač, Ivan ; Naletina, Dora ; Kuvač, Andrea

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
Proceedings of The International Scientific conference / Baković, Tomislav ; Knežević, Blaženka ; Dužević, Ines - Zagreb : Ekonomski fakultet Sveučilišta u Zagrebu ; Hrvatska gospodarska komora (HGK), 2017, 191-206

ISBN
978-953-346-047-5

Skup
TRADE PERSPECTIVES 2017: Specialization and customer Centered Retailing

Mjesto i datum
Zagreb, Hrvatska, 29.11.2017. - 30.11.2017

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
electronic commerce, retail, delivery, customer satisfaction

Sažetak
The importance and meaning of delivery in e- commerce is explained in the paper. It also tried to answer questions about the importance of factors that form fi nal customer satisfaction when delivering products. Th e results of the analysis indicate that the ultimate satisfaction with delivery is formed from the recommendation (positive comments of other customers) and to the delivery of a particular package. Th e research has shown that buyers advance certain product delivery expectations and if there are discrepancies in the delivery process such as a deviation from the expected delivery time of the product, customers will negatively perceive ultimate satisfaction, regardless of whether the delivered product is authentic to the one it has ordered. Key factors that are analyzed are money and time savings, positive feedback from other customers, communications with the supplier, packet tracking, reclamation, delivery costs, delivery speed, and privacy. Based on the analysis it can be concluded that the most important are positive comments of other customers, speed, delivery costs and privacy, which does not mean that other factors are not essential.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA