At the same period, the volume of shipments increased by 34,9% reaching the level of 814 million parcels. The value of Polish courier market amounted to EUR 2,3 billion in 2020, noting the increase by 20% compared to 2019. The dynamics of the CEP market in Poland, reaching 15% annually, is one of the highest in Europe. Before the pandemic, the value of the global courier market reached EUR 330.3 billion in 2019, and according to forecasts, it will reach EUR 400 billion by 2024, which means an increase of 8–10% annually in subsequent years. By the end of May 2020, online orders were doubled year-on-year in North America and increased by 50% in Europe. The situation resulted in the rise of business-to-consumer (B2C) sales and affected business-to-business (B2B) e-commerce. With consumers facing pandemic-related constraints worldwide, Internet users turned to online shopping more frequently and ordered even essential goods. Physical distancing, business lockdown and other confinement measures have accelerated growing trends in e-commerce. E-commerce is among the major drivers of the CEP market development generating significant revenues, especially in the last year, during the pandemic caused by a coronavirus. The courier, express and parcel (CEP) market has reached impressive growth rates worldwide from the past decade. As a result, the following groups of factors were distinguished that determine the quality of courier services: crucial, determinant, result, autonomous and external factors. Finally, based on the empirical research results, the structural analysis was used to develop the model. The research process involved using the quantitative method (electronic surveys conducted among e-shops and e-clients) and the qualitative method (in-depth-interviews carried out among courier enterprises). Apart from scientific contribution, the model can be used into managerial practice to formulate the recommendations for e-commerce and courier service sector. The main effect of research is the relational model, which is an original and complex approach to courier service quality considering the multi-stakeholder perspective of an online shop, a courier company and an e-customer. ![]() The study aims to identify the factors determining courier service quality, their functions and interrelationships in business-to-customer (B2C) e-commerce. However, the literature lacks research linking the perspective of clients and organization in the context of courier service quality. ![]() Under conditions of the rapidly developing e-commerce sector especially during pandemic, ensuring high quality of courier service is essential both for clients, as well as courier companies.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |