THEORETICAL AND PRACTICAL ASPECTS OF SERVICE-QUALITY MANAGEMENT IN E-COMMERCE
The author identifies and analyzes the factors determining the quality of e-commerce services. The article reviews popular theoretical models and practical tools for evaluating service quality and reflects the features with respect to service activities in the field of e-commerce.
Keywords: service quality, e-commerce, quality management, online shop.
Anna N. Agafonova, Associate Professor, Samara State University of Economics.