Pošta, telekomunikácie a elektronický obchod, 2019 (roč. 14), číslo 1

Manažment reklamácií a sťažností v elektronickom podnikaní

Milada Cyprichová, Mária Rostášová

Pošta, telekomunikácie a elektronický obchod 2019, 14(1):1-9 | DOI: 10.26552/pte.C.2019.1.1  

The paper deals with the often neglected topic, which is the management of complaints and complaints, as a process of disseminating information aimed at identifying and correcting various causes of customer dissatisfaction. This article provides a unique answering and response methodology for unjustified complaints and complaints through content analysis and recommendations to help employees correctly respond to unjustified complaints and complaints so that communication results in satisfaction on both sides.

Nákupné správanie digitálneho zákazníka

Lucia Madleňáková, Nikola Falatošová

Pošta, telekomunikácie a elektronický obchod 2019, 14(1):10-16 | DOI: 10.26552/pte.C.2019.1.2  

Online shopping behaviour is area which concerns more and more experts. They are researching process of purchase decision but also what influences this decision. Knowledge about customer and his behaviour is important for satisfying his needs the way he would become permanent customer of the enterprise. This paper describes the results of primary research online shopping behaviour of customers and provides conclusions in relation to the identified risks and barriers.

Analýza možností využitia ZPL jazyka na tvorbu vybraných prepravných štítkov

Viliam Mojský

Pošta, telekomunikácie a elektronický obchod 2019, 14(1):17-25 | DOI: 10.26552/pte.C.2019.1.3  

The article deals with the design of transport labels using selected methods and devices to print them. In the analysis, we investigated the possibilities of creating and printing labels. At the end of the article, we used the results of the analysis to print transport label using an RFID printer. The aim of the article is to provide background for further research activities.

Integrované obslužné miesto občana ako inovácia v oblasti rozvoja podnikania z pohľadu spokojnosti zákazníkov

Miriam Olšiaková, Erika Loučanová, Simona Hešková

Pošta, telekomunikácie a elektronický obchod 2019, 14(1):26-32 | DOI: 10.26552/pte.C.2019.1.4  

The paper focuses on evaluating the satisfaction of customers with an Integrated service point provided by the Slovak Post as an innovation in the area of business development offering the access to electronic services of the state in one assisted place. The primary method was questioning. Based on our findings, we can see the positive acceptance of this market innovation by customers and high satisfaction with provided service.

Hodnotenie spokojnosti zákazníkov s poštovými službami v okrese Dolný Kubín

Anna Paďourová, Ján Hanulík

Pošta, telekomunikácie a elektronický obchod 2019, 14(1):33-39 | DOI: 10.26552/pte.C.2019.1.5  

Nowadays, the term quality is an important and crucial aspect for every business entity in all sectors, including postal services. In the long term, the main aspect focuses on the quality of the provided services, that aim to satisfy the customer's needs in the highest quality and in the shortest time. Therefore, the competitiveness of companies is a crucial factor for keeping existing and acquiring new customers. A customer satisfaction survey in the field of the services and quality of goods provided by the company seems to be a reliable method of keeping customers and being competitive in the product and service market.