Abstract
The aim of the paper was to define specific aspects of e-commerce subjects in Visegrad group countries according to their customers. The paper summarized the current state of e-business and e-commerce issue in the Czech Republic, Hungary, Poland and Slovakia. The study contained data obtained from the data analysis of 5,228,127 evaluations of 9,260 e-shops. The main focus was given to customer’s overall degree of willingness to recommend an e-shop in relation to quality of communication with a customer. The contribution of the study lies in the revelations of the links between customer behavior and communication quality of e-commerce subjects and last but not least, in a better understanding of customer needs. DOI: 10.5901/mjss.2016.v7n1p184
Highlights
Introduction & TheoryThe fast development of communication and information technologies in business activities is the most significant longterm trend in the business world (Rust, Lemon 2001; Bauer et al 2006)
Comparing the average number of evaluations per observed number of e-shops, the Czech Republic dominated with 668 customers evaluation, while the lowest average was reported for Hungary at 361 customers evaluations
When conducting the evaluation of the communication quality, the most active were the customers from the Czech Republic and Poland with more than 2 300 000 reviews sent in both countries
Summary
Introduction & TheoryThe fast development of communication and information technologies in business activities is the most significant longterm trend in the business world (Rust, Lemon 2001; Bauer et al 2006). The recent years has seen a continuous growth of the Internet and apps that represent a new way for reaching and retaining customers by offering new services and products (Tan, Teo, 2000). When using such apps it is in the interest of both parties (organizations and consumers) to monitor and analyze their perception and the main reasons for consumers to express their willingness to adapt these technologies (Lee 2009; Liao, Cheung 2002)
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