Quality of e-logistics in e-commerce: consumer perception

Abstract

Information and communication technologies (ICT) have the decisive influence on competitiveness of organization. Transformations of organizations nowadays mean that organization should be flexible and involve ICT as business tool or as additional tool for gaining competitive advantage. Increasing turnover of e-commerce in the world points out the significance of research of the e-commerce web sites evaluation, design solutions, quality assurance, consumers’ behavior on the web, and the factors influencing behavior of consumers’. Different approaches and research trends concerning these topics exist, but not much research issues analyses e-logistics within e-commerce, its’ efficiency, which can be evaluated by consumer satisfaction or e-logistic quality measurement. These circumstances frame the topicality of this subject. E-logistics as quite new scientific field will be analyzed in this article. The objective of the paper is to identify the criterions of e-logistic quality evaluation in e-commerce websites considering peculiarities of consumers’ behavior. Survey results leads to the deeper study of the factors e-logistic quality assessment. As one of critical points for consumers the risk management in e-logistics question was identified. The other critical questions for e-logistics were analyzed in this article as well.