=Paper=
{{Paper
|id=Vol-2030/HAICTA_2017_paper25
|storemode=property
|title=Evaluation of Farmer's E-shops
|pdfUrl=https://ceur-ws.org/Vol-2030/HAICTA_2017_paper25.pdf
|volume=Vol-2030
|authors=Jan Masner,Vladimír Očenášek,Jiri Vanek,Edita Šilerová,Jan Pavlík
|dblpUrl=https://dblp.org/rec/conf/haicta/MasnerOVSP17
}}
==Evaluation of Farmer's E-shops==
https://ceur-ws.org/Vol-2030/HAICTA_2017_paper25.pdf
Evaluation of Farmer's E-shops
Vladimír Očenášek1, Jan Masner1, Jiří Vaněk1, Edita Šilerová1, Jan Pavlík1
1
Department of Information Technologies, Czech University of Life Sciences Prague, Czech
Republic, ocenasek@pef.czu.cz
Abstract. The evaluation of websites at the Department of Information
Technologies has so far been largely focused on the websites of towns,
municipalities or regional Internet portals. In the submitted article we focused
on evaluation of food and farmers’ e-shops. As the new generation grows in
the Internet environment and it is accustomed to search for and buy goods in
this environment, we have decided to focus on this issue. To ensure that the
user repeatedly returns, you need to recognize what services he requires. We
determined 13 new parameters from the services category for rating the e-
shops and evaluated the parameters on 8 food and farmers' e-shops, 4 Czech, 2
British and 2 Greek. It turned out that comparing Czech and foreign e-shops
with the same parameters is not entirely appropriate. Some parameters can
only be applied in the Czech environment (like cash on delivery), which was
not even offered in evaluated foreign e-shops. Similarly, the option for free
pick up at designated place – this option was also not available. If we would
evaluated Czech and foreign e-shops separately, sklizeno.cz would be the
winner among Czech e-shops and yolenis.com among foreign e-shops.
Keywords: Digital Governance in Municipalities Worldwide, regional web
portal, e-shop, consumer, farmers’ products, minimal order price
1 Introduction
The interest in buying commodities online, which were so far only at a marginal
interest of our consumers, is rising in Czech Republic. These include groceries and
special farmers’ products. Several specialized food e-shops operates in Czech
Republic and all of them reports a significant increase in the number of shoppers.
Ordered purchases are distributed mainly in cities and surrounding areas. Groceries
can be delivered in 90 minutes and shipping can be free on orders over certain price.
These e-shops offers common assortment as supermarkets, but also specialized and
gourmet goods – for example products for vegetarians, gluten or lactose-free food
etc. E-shops also cooperates with farmers, which results in special offers of meat,
sausages, cheese, bio-products, wine etc.
In literature, E-shopping has been around since the turn of the century. In 2001, Lee
(Lee, 2001) proposed a four-factor model of customer satisfaction, including after
sale service, customer service, commodity prices and service quality. Srinivasan
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(Srinivasan et al., 2002) identified from data from 1211 customers eight factors that
potentially impact e-loyalty (customization, contact interactivity, care, community,
convenience, cultivation, choice, and character). In 2002, Schubert and Dettling
(Schubert, Dettling, 2002) presented an evaluating tool EWAM (Extended Web
Assessment Method), that included a set of possible criteria for assessing the quality
and success of existing commercial websites. In 2003, van der Merwe and Bekker
(van der Merwe, Bekker, 2003) published an article in which they introduced the
concept of evaluating commercial websites. They determined 5 categories for which
they define criteria groups. For example for the Content category they defined these
criteria: Product/service-related information, Company and contact information,
Information quality, Interactivity. Gounaris (Gounaris et al. 2010) examined a
sample of 1052 customers to determine the impact of service quality and customer
satisfaction on behaviour of online customers, namely: word-of-mouth, site revisit
and purchase intentions in the context of internet shopping. In 2015 (Lin, 2015), the
index system of customer satisfaction was put together based on 19 indicators from
five categories in e-shopping. In 2015 we evaluated regional internet portals
(Očenášek, 2015) and used as an inspiration for the choice of parameters the best
known rating of web portals of capitals of largest countries of the world - Digital
Governance in Municipalities Worldwide (Holzer et al., 2014).
2 Methods
Literature, especially recent (Lin, 2015), shows that customer satisfaction is
increasingly influenced, in addition to the quality of the commodity itself, by non-
commodity elements. We have identified 13, mostly non-profit parameters that, in
our opinion, influence the e-shop customer satisfaction the most.
We newly included 13 parameters to the services category and checked whether they
provide those information and services:
1. List of distribution points
2. Special offers emails
3. Nutritional values of food
4. Minimal order price
5. Cash on delivery
6. Credit card payment on delivery
7. Free pick up (of the purchased food) at designated place
8. E-shop app
9. Recipes
10. Optional registration
11. Order tracking
12. Social networks
13. FAQ
Individual parameters are evaluated on two scales. We score 0 or 1 point in yes or no
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questions. We evaluated 4 food e-shops offering special farmers’ products from
Czech Republic and 4 foreign e-shops, 2 English e-shops and 2 Greek e-shops. Total
overview of parameters is shown in Table 1.
3 Results
Whenever the consumer visits an e-shop he expects a well-arranged product
catalogue with complete information and easy ordering, where it is clear what and
why has to be filled in. The consumer further expects a competitive price, standard
payment options, fast, reliable and cheap delivery and constant control over the
order.
The proposed evaluation methodology was verified on 8 representatives of food and
farmers’ e-shops. From Czech representatives we chose:
• nakupzfarmy.cz (motto: Direct sale and e-shop without middleman.)
• svetbedynek.cz (motto: Farmers‘ products up to your home.)
• kolonial.cz (motto: Bio fruits and Bio vegetables – taste it)
• farmanemcova.cz (motto: Without chemicals and preservatives)
From foreign e-shops, we chose for comparison:
• jimmysfarm.com (motto: Free range produce fresh from the farm!)
• yolenis.com (motto: Carefully selected products from all over Greece)
• riverford.co.uk (motto: From one man and a wheelbarrow to an award-
winning organic delivery company)
• trofos.com (motto: Greek Organic & Traditional Delicatessen e-
Marketplace)
Our evaluation was based on 13 parameters listed in the methodology. Parameters,
score scale and evaluation for Czech and foreign e-shops are shown in Table 1.
226
Fig. 1. Jimmy’s farm – The Butchery
227
Table 1 - Evaluation Czech e-shops against e-shops abroad according to
13 parameters
farmanemcova.cz
jimmysfarm.com
nakupzfarmy.cz
svetbedynek.cz
riverford.co.uk
yolenis.com
sklizeno.cz
kolonial.cz
trofos.com
question
scale
A 0, 1 1 0 1 1 1 1 1 0 0
B 0, 1 1 1 1 1 1 1 1 1 0
C 0, 3 3 0 3 0 0 0 0 0 0
D 0, 1 1 1 1 1 1 1 1 1 0
E 0, 3 0 3 3 0 1 0 0 0 0
F 0, 3 0 0 0 3 0 0 0 0 0
G 0, 1, 2 1 0 2 0 1 0 0 0 0
H 0, 1 0 0 0 1 0 0 0 0 0
I 0, 1, 2, 3 0 3 1 2 0 0 3 1 1
J 0, 1 0 0 1 0 0 0 0 0 0
K 0, 3 0 0 0 0 0 0 3 0 0
L 0, 1 0 1 1 1 1 1 1 1 1
M 0, 1 1 1 1 1 1 1 1 1 1
Total
8 10 15 11 7 5 11 5 3
points
Legend:
A - List of distribution points H - E-shop app
B - Special offers emails I – Recipes
C - Nutritional values of food J - Optional registration
D - Minimal order price K - Order tracking
E - Cash on delivery L - Social networks
F - Credit card payment on delivery M -FAQ
G - Free pick up at designated place
228
Fig. 2. Yoleni’s – Greek products
4 Conclusion
A number of studies show that up to 30% of customers do not complete their order at
the e-shop for various reasons. It is therefore very important to find out how e-shop
works, whether it provides convenient purchase, easy payment for ordered goods and
convenient delivery of the purchase to the customer.
We focused on food and farmers’ e-shops. We have evaluated 8 e-shops, 4 of which
were Czech and 4 foreign (2 British and 2 Greek). The evaluation is based on the
experience of evaluating the web portals of capitals of the world's largest countries –
Digital Governance in Municipalities (Holzer et al., 2014) as well as evaluations of
regional web portals. The original score is divided into 5 groups (privacy, usability,
content, services, and citizen and social engagement). In our article, we focused on
the services group and created 13 new parameters due to the problematics of e-shops
differs in many aspects from the original rating of cities or regional web portals.
The overview of parameters including the evaluation of e-shops is shown in table 1.
The original intention was to compare Czech and foreign e-shops. After evaluating e-
shops, it can be said that this original intention cannot be fulfilled. The reason is
simple. It turned out that the customs of Czech and foreign customers are somewhat
different. For example, parameter E – cash on delivery, which is still expected in
Czech Republic, is not offered abroad. Just like parameter G - free pick up at
designated place - this option is also not offered abroad.
229
If we evaluate Czech and foreign e-shops separately, we can declare e-shop
sklizeno.cz as the winner among Czech e-shops. It stands out with possibility of
placing order even without registration. The winner among foreign e-shops was
Greek yolenis.com, the only one offering order tracking.
Acknowledgments. The results and knowledge included herein have been obtained
owing to support from the following institutional grants. Internal grant agency of the
Faculty of Economics and Management, Czech University of Life Sciences in
Prague, grant no. 20171008, „Acquisition, processing and evaluation of data
obtained from laboratory testing of software usability and user experience“.
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