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Development Of A Customer Service System In Electronic Commerce

Author

Listed:
  • Sviatoslav Kniaz

    (Lviv Polytechnic National University)

  • Nelli Heorhiadi

    (Lviv Polytechnic National University)

  • Lesia Kucher

    (Lviv Polytechnic National University)

  • Yuriy Tyrkalo

    (Lviv Polytechnic National University)

  • Anna Bovsunivska

    (Lviv Polytechnic National University)

Abstract

Information technologies and systems are developing rapidly. Therefore, there are significant changes in business entities’ interaction. E-business is an effective tool to make settlements with customers, expand markets for goods and services, seek new partners, and create a positive image. Certain business types are more favourable to introduce e-commerce; thus, their development level is higher. These are trade in intangible goods, securities, banking services, software development and implementation, information services, distance learning, etc. The purpose of this paper is to determine electronic commerce features in customer warranty and service. The following methods were used: bibliometric and content analysis in processing and searching literary sources; comparing protection of consumers’ interests; analysis and synthesis; consolidation and systematization, particularly in the analysis of legislation, literature, and statistics. Service and warranty are key commerce elements. They are customer services. For proper service and to be ahead of competitors, the consumers’ feedback, complaints, suggestions, recommendations, claims, constant response should be set up. Protecting consumer rights in e-commerce is ensured by “On consumer rights protection”, “On electronic commerce”, etc. Improving regulations between a consumer and a seller, and finding new implementing ways are necessary. Ukraine should fulfill its international legal obligations. Despite the fact that protection of consumer rights is regulated, e-commerce is not properly established and there is a negative experience in using it because of poor government control. E-commerce stores’ trends will allow achieving excellence, high ratings, and buyers’ confidence. The country should have a high-quality e-commerce service.

Suggested Citation

  • Sviatoslav Kniaz & Nelli Heorhiadi & Lesia Kucher & Yuriy Tyrkalo & Anna Bovsunivska, 2023. "Development Of A Customer Service System In Electronic Commerce," Business Management, D. A. Tsenov Academy of Economics, Svishtov, Bulgaria, issue 2 Year 20, pages 64-82.
  • Handle: RePEc:dat:bmngmt:y:2023:i:2:p:64-82
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    File URL: http://hdl.handle.net/10610/4731
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    References listed on IDEAS

    as
    1. Manuela Ingaldi & Robert Ulewicz, 2018. "Evaluation of Quality of the e-Commerce Service," International Journal of Ambient Computing and Intelligence (IJACI), IGI Global, vol. 9(2), pages 55-66, April.
    2. Sumets, Alexander & Kniaz, Sviatoslav & Heorhiadi, Nelli & Farat, Olexandra & Skrynkovskyy, Ruslan & Martyniuk, Volodymyr, 2021. "Methodical approach to the selection of options for ensuring competitiveness of enterprises in the system of development of agricultural clusters," Agricultural and Resource Economics: International Scientific E-Journal, Agricultural and Resource Economics: International Scientific E-Journal, vol. 7(1), March.
    3. Richard Boateng, 2016. "Resources, Electronic-Commerce Capabilities and Electronic-Commerce Benefits: Conceptualizing the Links," Information Technology for Development, Taylor & Francis Journals, vol. 22(2), pages 242-264, April.
    4. Franz Hackl & Rudolf Winter-Ebmer, 2020. "Customer reactions to a webshop’s service quality," Empirica, Springer;Austrian Institute for Economic Research;Austrian Economic Association, vol. 47(4), pages 699-731, November.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    service and warranty service; consumer protection; e-commerce; online store; innovation;
    All these keywords.

    JEL classification:

    • M21 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Economics - - - Business Economics
    • M29 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Economics - - - Other
    • O10 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - General

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