QUALITY ASSESSMENT OF E-COMMERCE SERVICES IN TERMS OF PROCESS DIGITIZATION

Industry 4.0 is driving a massive transformation across all types of businesses, including those in the service sector. An important component of this transformation is the digitization of individual processes within organizations. The recent Covid-19 pandemic has accelerated the digitization of processes, with many businesses forced to pivot to online distribution channels in order to weather the crisis. The digitization of services, particularly in e-commerce, has been a key factor in the adaptation and survival of businesses during these challenging times. The aim of the article was to evaluate the performance of a selected e-commerce website in terms of changes related to its website functionality and the introduction of new options available to potential customers. The evaluation was conducted through surveys administered both before and after the website changes were made. Through these surveys, it was possible to identify which changes were particularly well-received by customers, as well as to gain insights into the additional changes they expect to see in the future.