Business Management

ISSN: 0861-6604-Print Edition
ISSN: 2534-8396-Electronic Edition

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  • Michal Stoyanov
    Q-COMMERCE – THE NEXT GENERATION E-COMMERCE
    JEL: L81, L87, F14.
    Keywords: quick commerce, delivery-on-demand, e-commerce, dark warehouse
    Abstract: Q-commerce is a product of the integration of information and communication technologies and the migration of product exchange in the online environment, which in combination with the possibilities of physical delivery within a relatively short period of time, creates a new business segment for product exchange. In the course of the article, general and specific methods such as the descriptive method, situational and content analysis are used. This paper presents the nature, features, status and future development of Q-commerce as the next generation of e-commerce. Q-commerce is a business model that is gaining momentum, which is a product of rapid development and penetration of digital technologies in human and business life, increasing concentration of urban population, anti-epidemic restrictions imposed during the pandemic of COVID-19.
  • Canh Chi Hoang, Bui Thanh Khoa
    THE IMPACT OF REVIEW AND RATING ON CUSTOMER EXPERIENCE IN ELECTRONIC MARKETPLACES
    JEL: M31, L87, L93
    Keywords: e-marketplaces, customer experience, reviews, ratings, consumer behavior
    Abstract: With the proliferation of e-commerce, online marketplaces have become a dominant platform for consumer purchases. However, the factors driving positive customer experiences in these digital environments remain underexplored. This quantitative study investigates how online reviews and ratings influence customer experience in e-marketplaces. A survey was administered to 389 consumers who had made purchases on e-marketplaces in the past six months. Grounded in literature on online consumer behavior, the survey measured relationships between review quantity, review consistency, reviewer expertise, product/service ratings, and customer experience. The results reveal significantly positive impacts of review quantity, consistency, expertise, and ratings on customer experience. As consumers increasingly rely on peer-generated content for purchase decisions, these findings highlight the need for e-marketplace operators to optimize review and rating systems. By empirically demonstrating how online reviews shape the customer experience, this research provides timely insights for platforms, marketers, and policymakers aiming to improve customer satisfaction and loyalty in digital marketplaces. The study contributes to advancing academic understanding of how user-generated content and marketplace design elements interact to drive positive consumer outcomes.

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  • Editor in chief: Prof. Mariyana Bozhinova, PhD
  • Co-editor in chief: Prof. Krasimir Shishmanov, Ph.D.