Elektroninių paslaugų rinkinio sudėties vertinimas
Evaluation of structure of e – services package

Summary/Abstract: The supply of e-services has started to develop not long ago. Comparing the volume of e-services in preponderant counties in this field with our country, the gap remains quite large. The manner of such services supply is not universally acceptable yet in Lithuania. According to statistics bureau data, in last year, there were just 5,8 % of people who ordered and bought the services through the internet. This rate even lowered till 4,1 % during three last months. However, taking into the account, that e-banking is widely used, the assumption can be made, that eservices soon will overcome the distrust of customers. Moreover, currently the government makes special attention on public e-services, showing positive attitude for information technologies, internet and universal computerization. The deeds regulating this field are approved, which protects the rights of consumers and foster the reliability about the companies working in this area. The number of people and companies, who actively work in electronic environment, grows. It is universally accepted, that development of e-business is very important for country’s economy; the e-business enables to achieve the broader markets and customer basis. As this activity is started to develop not long ago in our country, we can assume that newly establishing companies easily find the niches in the market. Though, talking about old companies, it is necessary to learn to analyze the sets of supplied e-services, if they want to remain competitive in the market. The essential factors of e-services are identified in this article and companies taking the account for it can make the improvements by seeking the optimal set version. The article consists of theoretical and practical parts. In the fist part, the conception of e-services and the set of it are presented. Besides, the factors influencing the success of eservices are emphasized. In addition, the connection between the quality of e-services and client relationship management (CRM) is described. In the second part, the model of e-services evaluation in modeled, whereby the supplied e-services set of UAB “Fotofabrikas” is analyzed. The productivity ratios of services are calculated, which are used in qualitative comparative analysis. Therefore, the analysis of customer questioning is made, the outcome was processed and analyzed. In the last part the results of research and the suggestions for managerial, organizational decision making, for improvement of e-services set in UAB “Fotofabrikas” are presented. The results of research presented in this article are useful for all companies which supply the e-services sets, for the improvement of sets. Purposively used data will enable to achieve better financial ratios and to attract more customers. This paper is useful not only for persons, who prepares to create the e-shops, but for current businessman, willing to optimize the supply of services in electronic environment.

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