Relacyjny model systemu kształtowania jakości usług kurierskich w branży e-commerce

Usługi kurierskie, zwane szerzej usługami KEP (kurier – ekspres – paczka), ze względu na specyficzne cechy, takie jak terminowość i bezpieczeństwo przesyłek oraz przystępne ceny, stały się krytycznym ogniwem łańcuchów dostaw wielu przedsiębiorstw produkcyjnych, handlowych i usługowych. Współczesny rynek usług kurierskich, zarówno krajowy, jak i międzynarodowy, ewoluuje, oferując klientom rozwiązania na miarę ich potrzeb i oczekiwań. W monografii podjęta została problematyka kształtowania jakości usług kurierskich w branży e-commerce.

Courier service has become a critical element in supply chains of many manufacture, commercial and service companies due to its specific characteristics such as timeliness, security and low price. As a result, the CEP (courier-express-parcel) market, which is a kind of barometer of the state of the economy, has been developing very dynamically in recent years both worldwide and in Poland. One of the main stimulators of its development is increasing popularity of on-line shopping. In the face of rising competition in the courier market and booming e-commerce development, high service quality is a crucial goal not only from the perspective of courier companies, but also online shops and e-consumers. As far as the literature review has revealed, there are few scientific studies on the courier services quality in the context of e-commerce specificity in conditions of Polish market. The research topic addressed in the monograph concerns the identification of factors determining the courier service quality in e-commerce, taking into account the perspective of service provider and receiver. The main scientific objective of the monograph is to develop the relational model of shaping quality system of courier service in e-commerce. In order to meet the objectives of the monograph, the following research methods were used: critical literature review, quantitative research conducted in online shops and among e-clients using courier service and qualitative research in enterprises providing courier service in Poland. Statistical analysis of the collected data was carried out using, among others, exploratory factor analysis. The development of the relational model of system shaping courier service quality in e-commerce was based on the results of a structural analysis. The model particularly presents the factors determining the courier service quality and the relations between them, taking into account the perspective of three stakeholders participating in courier service: the online stores, the individual end customers and the companies providing courier service. The model, which indicates the key factors and factors performing other functions in the system, can be used as a tool supporting the implementation of improvement activities in terms of courier service quality in enterprises