E-Service Quality Assessment According to Hierarchical Service Quality Models

Abstract E-commerce is becoming more and popular. The COVID-19 pandemic made its development even faster. Currently, an enterprise that does not provide services via the Internet suffering heavy losses. Online shopping largely different from traditional purchases, so their assessment should be on basis of criteria. aim paper was to assess quality provided by selected e-shop, in terms commercial services. first stage research analysis literature hierarchical models e-service quality, which structure indicate areas assessment. This allowed for construction author’s model e-services making a list attributes were used further research. On example clothing made, taking into account opinions customers. Importance Performance Analysis (IPA) as conducting survey analyzing results, facilitates commenting obtained results. strengths weaknesses examined but also identify requiring improvement order increase offered services, well customers satisfaction.