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THE IMPACT OF LOGISTICS SERVICE QUALITY ON CUSTOMER SATISFACTION DURING THE PROCESS OF ORDER FULFILLMENT IN PRIVATE SHOPPING SITES

Year 2017, Volume: 19 Issue: 4, 629 - 664, 06.04.2018
https://doi.org/10.16953/deusosbil.351742

Abstract

Private Shopping Sites, which emerged as a new e-business
model in Turkey in 2008,  have
significantly revitalised the e-retailing and e-marketing sector, by attracting
domestic and foreign investment. Although the number of Private Shopping Sites
has increased in a short period, it has been observed recently that some of the
sites have failed due to problems encountered in their logistics operations.
Therefore, Logistics Service Quality provided during the process of order
fulfillment is considered to be an important factor in providing customer
satisfaction. In the study,  Structural
Equation Modeling was used to examine interaction between the dimensions, which
were composed of the Order Fulfillment Process covering the Pre-Purchase,
during the Purchase (Delivery) and Post-Purchase (Post Delivery) stages. Two
models, for customers who had a return experience, and those who did not,
respectively,  were developed, analysed
and interpreted seperately. Accordingly, in both models, during the process of
order fulfillment, perceptions that are developed in each stage of the process
contribute to the perception formed in the next stage, and eventually resulting
in an overall level of customer satisfaction. The most important factor that
affects customer perceived value was found to be Product Information. Customer
satisfaction is created by increasing outcome quality (quality of service
result), and by reducing the frequency of returns and complaints for the
customers who had a return experience. The aim of this study is to determine
the effect of Logistics Service Quality on the customer satisfaction during the
process of fulfillment of orders in Private Shopping Sites. It is thought that
the results obtained from this study have the potential to guide both the
effective and efficient management of Private Shopping Sites, and also future
research in the area. 

References

  • Anderson R. E. ve Srinivasan S. S. (2003). E-Satisfaction and E-Royalty: A Contingency Framework. Psychology & Marketing, 20(2):123–138.
  • Arnold, J. M. ve Reynolds, K. E. (2003). Hedonic Shopping Motivations. Journal of Retailing, 79: 77-95.
  • Arun, S., Grewal D. ve Levy M. (1995). The Customer Satisfaction/Logistics Interface. Journal of Business Logistics, 16(2):1-22.
  • Bauer, H.H., Falk, T. ve Hammerschmidt M. (2006). eTransQual: A transaction process-based approach for computing service quality in online shopping. Journal of Business Research, 59(7):866-875.
  • Bayles, D. (2001). E-Commerce Logistics and Fulfillment: Delivering the Goods. Englewood Cliffs, NJ: Prentice Hall.
  • Berman, B. ve Evans, J. R., (2004).Retail Management, A Strategic Approach.” 9. Baskı, USA: Pearson Prentice Hall.
  • Bienstock, C. C., Mentzer J. T. ve Bird M. M. (1997). Measuring Physical Distribution Service Quality. Journal of Academy of Marketing Science, 25 (1):31-44.
  • Broekhuizen, T. (2006). Understanding Channel Purchase Intentions: Measuring Online and Offline Shopping Value Perceptions. Yayınlanmamış Doktora Tezi, 2006.
  • Büyüköztürk, Ş. (2012). Sosyal Bilimler için Veri Analizi El Kitabı. (17. Baskı) Ankara: Pegem Yayıncılık.
  • Cao Y. ve Gruca T. S. (2004). The Influence of Pre and Post Purchase Service on Prices in the Online Book Market. Journal of Interactive Marketing, 18(4): 51-62.
  • Cheng, S. ve Chang T. (2003). A descriptive model of online shopping process: some emprical results. Journal of Service Marketing, 14(5), 556-569.
  • Collier, J. E. ve Bienstock C. C. (2006). Measuring Service Quality in E-Retailing. Journal of Service Research, 8(3): 260-275.
  • Daugherty, P. J; Stank, T. P. ve Ellinger, A. E. (1998). Leveraging Logistics/Distribution Capabilities: The Effect of Logistics Service on Market Share. Journal of Business Logistics, 19(2):35-51.
  • Deloitte (2017). Global Powers of Retailing https://www2.deloitte.com/content/dam/Deloitte/global/Documents/consumer-industrial-products/gx-cip-2017-global-powers-of-retailing.pdf
  • Dennis, C., Fenech T. ve Merrilees, B. (2004). E-Retailing. (2. Baskı).USA: Taylor & Francis Group
  • Ecommerce Sales Topped $1 Trillion for First Time in 2012. http://www.emarketer.com/Article/Ecommerce-Sales-Topped-1-Trillion-First-Time-2012/1009649. Erişim Tarihi:30.05.2013.
  • Erkorkmaz, Ü., Etikan, İ., Demir, O.,Özdamar, K. ve Sanisoğlu, S. Y. (2003).Doğrulayıcı Faktör Analizi ve Uyum İndeksleri. Türkiye Klinikleri J. Med Sci, 33(1):210-223.
  • E-Ticarette Lojistik Konferansı, 24 Nisan 2013. İstanbul:Limak Eurasia Hotel.
  • Fan, Y. W., Miao, Y. F. ve Wu, S. C., (2013). Customer complaints and service policy in electronic commerce. South African Journal of Business and Management, 44(3), 15-19.
  • Griffis, S. E., Rao, S., Goldsby T. J. ve Niranjan, T. T. (2012). The customer consequences of returns in online retailing:An empirical analysis. Journal of Operations Management, 30 (2012):282-294.
  • Gunasekaran, A., Ngai E. W. T. ve T. C. E. Cheng (2007). Developing an E-logistics System: A case study. International Journal of Logistics: Research & Applications, 10(4): 333 - 349.
  • Hair, F. J., Black W.C., Babin B. J. ve Anderson R. E. (2009).Multuvariate Data Analysis. (7.Baskı). New Jersey:Pearson.
  • Holloway, B.B. ve Beatty, S.E. (2003). Service Failure in Online Retailing:A Recovery Opportunity. Journal of Service Research, 6 (1):92-105. https://www.tobb.org.tr/Documents/yayinlar/2012/PerakendecilikMeclisiSR.pdf
  • Huang, Y. K. ve Feng, C. M. (2007). Modeling the Determinants of Logistics Service Quality on Retailing Delivery Service for Online Shopping. International Conference on Wireless Communications. Networking and Mobile Computing, 3343-3364
  • Innis, D. E. ve La Londe B. J. (1994). Customer Service. The Key to Customer Satisfaction, Customer Loyalty and Market Share. Journal of Business Logistics, 15(1): 1-26.
  • Jiang, P. ve Rosenbloom B. (2005). Customer intention to return online: price perception, attribute-level performance, and satisfaction unfolding over time. European Journal of Marketing, 39(1/2):150-174.
  • Jun, M., Yang, Z. ve Kim, D. (2004). Customers’ perceptions of online retailing service quality and their satisfaction. International Journal of Quality and Reliability Management, 21 (8):817-840.
  • Kayabaşı, A. (2010). Elektronik (online) Alışverişte Lojistik Faaliyetlere Yönelik Müşteri Şikayetlerinin Analizi ve Bir Alan Araştırması. İşletme Araştırmaları Dergisi, 2(2):21-42.
  • Kiang, M. Y., Raghu, T. S., ve Shang, K. H. M. (2000). Marketing on the Internet—who can benefit from an online marketing approach?. Decision Support Systems, 27(4), 383-393.
  • Kolesar, M.B. ve Galbraith, R.W. (2000). A services-marketing perspective on e-retailing: implications for e-retailers and directions for further research. Internet Research, 10(5), 424–438.
  • Kotzab, H., 2005. Retailing in the context of IT and distribution in Kotzab, H. and Bjerre, M. (Eds.), Retailing in a SCM-Perspective, Denmark: Copenhagen Business School Press.
  • Kurt, T. R. (2010). MBA Bitirme Projesi, Bilgi Üniversitesi.
  • Langley, C. J. ve Holcomb M. C. (1992). Creating Logistics Customer Value. Journal of Business Logistics. 13( 2):1-27.
  • Levenburg, N. M. (2004). Delivering customer value online: an analysis of practices, applications and performance. Journal of Retailing and Consumer Services, 12(2005):319-331.
  • Little, T.D., Cunningham, W.A., Shahar, G. ve Widaman, K.F. (2002). To Parcel or Not to Parcel: Exploring the Question, Weighing the Metris. Structural Equation Modeling, 9(2):151-173.
  • Lynch, J. G. ve Ariely, D. (2000). Wine Online: Search Costs Affect Competition on Price, Quality and Distribution. Marketing Science, 19(1):83-103. Mels, G. (2003). Getting Started with the Student Edition of LISREL 8.53 for Windows, Scientific Software International.
  • Mentzer, J. T., Flint, D. J., ve Hult, G. T. M. (2001). Logistics service quality as a segment-customized process. Journal of Marketing, 65(4), 82-104.
  • Mottner, S., Thelen S., ve Karande K. (2002). A Typology of Internet Retailing: An Exploratory Study. Journal of Marketing Channels,10(1):3-23.
  • Narwal, M. ve Sachdeva, G. (2013). Impact of information technology (IT) on consumer purchase behavior. Journal of Arts, Science & Commerce, 4(3):41-53.
  • Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4):460–469.
  • Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4):460–469.
  • Oral, S. ve Yüksel H. (2006). Hizmet İşletmeleri Yönetimi (1. Baskı) İzmir: Kanyılmaz Matbaası.
  • Özmen, Ş. (2012). Ağ Ekonomisinde Yeni Ticaret Yolu: E-Ticaret (4. Baskı).İstanbul Bilgi Üniversitesi Yayınları.
  • Parasuraman, A., Zeithaml, V. A., ve Berry, L. L. (1988). SERVQUAL:A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64 (1), 12-40.
  • Peterson R. A., Balasubramanian, S. ve Bronnenberg, B. J. (1997). Exploring the Implications of the Internet for Consumer Marketing. Journal of the Academy of Marketing Science, 25(4):329-346.
  • Posselt T. ve Gerstner E. (2005). Pre-Sale vs. Post-Sale e-Satisfaction:Impact on Repurchase Intention and Overall Satisfaction. Journal of Interactive Marketing, 19(4):35-47.
  • Rafiq, M., ve Jaafar, H. S. (2007). Measuring Customers'perceptions of Logistics Service Quality of 3PL Service Providers. Journal of Business Logistics, 28(2), 159-175.
  • Ranganathan C. ve Ganapathy S. (2002). Key Dimensions of Business to Consumer Web Sites. Information & Management, 39(6):457-465.
  • Rao, S., Goldsby, T. J., Griffis, S. E., ve Iyengar, D. (2011). Electronic Logistics Service Quality (e‐LSQ): Its Impact on the Customer’s Purchase Satisfaction and Retention. Journal of Business Logistics, 32(2), 167-179.
  • Rowley, J. (2006). An analysis of the e-service literature: towards a research agenda. Internet Research, 16 (3): 339-359.
  • Saura, I. G., Frances D. S., Contri, G. B. ve Blasco M. F. (2008). Logistics Service Quality: A New Way to Loyalty. Industrial Management & Data Systems, 108(5):650-668.
  • Srinivasan, S., Anderson, R. ve Ponnavolu K. (2002). Consumer loyalty in e-commerce: An exploration of its antecedents and consequences. Journal of Retailing, Vol:78, 41-50.
  • Stank, T. P., Goldsby, T. J. ve Vickery, S. K. (1999). Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry. Journal of Operations Management, 17(1999):429–447.
  • Şimşek, Ö. F. (2007). Yapısal Eşitlik Modellemesine Giriş Temel İlkeler ve Lisrel Uygulamaları. Ankara: Ekinoks.
  • Tarn, J.M., Razi, M.A., Wen, H.J. ve Perez, A.A. Jr (2003). E-fulfillment: the strategy and operational requirements. Logistics Information Management, 16(5): 350-362.
  • Taylor, J.W. (1974). The role of risk in consumer behavior. Journal of Marketing, 38(2): 54–60.
  • Tek, B. Ö. ve Özgül, E. (2008). Modern Pazarlama İlkeleri (3. Baskı). İzmir: Birleşik Matbaacılık
  • Tek, Ö. B ve Orel, F. D. (2006). Perakende Pazarlama Yönetimi (2. Baskı). İzmir:Birleşik Matbaacılık.
  • Tek, Ö. B. (1999). Pazarlama İlkeleri (8. Baskı) İstanbul: Cem Ofset Matbaacılık Sanayi A.Ş.
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ÖZEL ALIŞVERİŞ SİTELERİNDE SİPARİŞLERİN YERİNE GETİRİLMESİNDE LOJİSTİK HİZMET KALİTESİNİN MÜŞTERİ MEMNUNİYETİNE ETKİSİ

Year 2017, Volume: 19 Issue: 4, 629 - 664, 06.04.2018
https://doi.org/10.16953/deusosbil.351742

Abstract

Türkiye’de 2008 yılında yeni bir e-iş modeli olarak ortaya çıkan Özel
Alışveriş Siteleri, e-perakendeciliği ve e-pazarlama’yı önemli derecede
canlandırarak yerli ve yabancı yatırımcıların ilgisini çekmiştir. Özel
Alışveriş Siteleri’nin sayısı kısa sürede artmasına rağmen, son zamanlarda
lojistik faaliyetlerinde yaşadıkları aksaklıklar nedeniyle bazılarının
faaliyetlerine son verdikleri görülmektedir. Bu nedenle, Siparişlerin Yerine
Getirilmesi süreci boyunca müşterilerin karşı karşıya kaldıkları Lojistik
Hizmet Kalitesi’nin müşteri memnuniyetini sağlayan önemli bir faktör olduğu
söylenebilir. Bu çalışmada, Yapısal Eşitlik Modeli kullanılarak, Satın Alma
Öncesi, Satın Alma Anı (Teslim) ve Satın Alma Sonrası’nı (Teslim Sonrası)
kapsayan Siparişlerin Yerine Getirilmesi sürecini oluşturan boyutların
birbirleri ile olan ilişkileri incelenmiştir. Özel Alışveriş Siteleri’nde İade
Yaşayan ve İade Yaşamayan müşterilere ait iki model geliştirilerek, ayrı ayrı
analiz edilip yorumlanmıştır. Buna göre, her iki modelde de Siparişlerin Yerine
Getirilmesinde her bir süreçte gelişen algılar bir sonraki sürecin algısını ve
sonunda da müşteri memnuniyetini oluşturmaktadır. Müşterilerin Değer Algısı’nı
etkileyen en önemli faktör Ürün Bilgisidir. İade yaşayan müşterilerde ise
memnuniyet Çıktı Kalitesi’nin (Hizmet Sonucunun Kalitesi) arttırılması ve İade
ve Şikâyetlerin azaltılması sonucu oluşmaktadır.  Bu çalışmanın amacı, Özel Alışveriş
Siteleri’nde Siparişlerin Yerine Getirilmesi Sürecinde Lojistik Hizmet
Kalitesi’nin müşteri memnuniyetine olan etkisini ortaya koymaktır. Çalışmadan
elde edilen sonuçların,  hem Özel
Alışveriş Siteleri’nin etkili ve verimli yönetimi için hem de bu alandaki
gelecek çalışmalar için yol gösterici olabileceği düşünülmektedir.

References

  • Anderson R. E. ve Srinivasan S. S. (2003). E-Satisfaction and E-Royalty: A Contingency Framework. Psychology & Marketing, 20(2):123–138.
  • Arnold, J. M. ve Reynolds, K. E. (2003). Hedonic Shopping Motivations. Journal of Retailing, 79: 77-95.
  • Arun, S., Grewal D. ve Levy M. (1995). The Customer Satisfaction/Logistics Interface. Journal of Business Logistics, 16(2):1-22.
  • Bauer, H.H., Falk, T. ve Hammerschmidt M. (2006). eTransQual: A transaction process-based approach for computing service quality in online shopping. Journal of Business Research, 59(7):866-875.
  • Bayles, D. (2001). E-Commerce Logistics and Fulfillment: Delivering the Goods. Englewood Cliffs, NJ: Prentice Hall.
  • Berman, B. ve Evans, J. R., (2004).Retail Management, A Strategic Approach.” 9. Baskı, USA: Pearson Prentice Hall.
  • Bienstock, C. C., Mentzer J. T. ve Bird M. M. (1997). Measuring Physical Distribution Service Quality. Journal of Academy of Marketing Science, 25 (1):31-44.
  • Broekhuizen, T. (2006). Understanding Channel Purchase Intentions: Measuring Online and Offline Shopping Value Perceptions. Yayınlanmamış Doktora Tezi, 2006.
  • Büyüköztürk, Ş. (2012). Sosyal Bilimler için Veri Analizi El Kitabı. (17. Baskı) Ankara: Pegem Yayıncılık.
  • Cao Y. ve Gruca T. S. (2004). The Influence of Pre and Post Purchase Service on Prices in the Online Book Market. Journal of Interactive Marketing, 18(4): 51-62.
  • Cheng, S. ve Chang T. (2003). A descriptive model of online shopping process: some emprical results. Journal of Service Marketing, 14(5), 556-569.
  • Collier, J. E. ve Bienstock C. C. (2006). Measuring Service Quality in E-Retailing. Journal of Service Research, 8(3): 260-275.
  • Daugherty, P. J; Stank, T. P. ve Ellinger, A. E. (1998). Leveraging Logistics/Distribution Capabilities: The Effect of Logistics Service on Market Share. Journal of Business Logistics, 19(2):35-51.
  • Deloitte (2017). Global Powers of Retailing https://www2.deloitte.com/content/dam/Deloitte/global/Documents/consumer-industrial-products/gx-cip-2017-global-powers-of-retailing.pdf
  • Dennis, C., Fenech T. ve Merrilees, B. (2004). E-Retailing. (2. Baskı).USA: Taylor & Francis Group
  • Ecommerce Sales Topped $1 Trillion for First Time in 2012. http://www.emarketer.com/Article/Ecommerce-Sales-Topped-1-Trillion-First-Time-2012/1009649. Erişim Tarihi:30.05.2013.
  • Erkorkmaz, Ü., Etikan, İ., Demir, O.,Özdamar, K. ve Sanisoğlu, S. Y. (2003).Doğrulayıcı Faktör Analizi ve Uyum İndeksleri. Türkiye Klinikleri J. Med Sci, 33(1):210-223.
  • E-Ticarette Lojistik Konferansı, 24 Nisan 2013. İstanbul:Limak Eurasia Hotel.
  • Fan, Y. W., Miao, Y. F. ve Wu, S. C., (2013). Customer complaints and service policy in electronic commerce. South African Journal of Business and Management, 44(3), 15-19.
  • Griffis, S. E., Rao, S., Goldsby T. J. ve Niranjan, T. T. (2012). The customer consequences of returns in online retailing:An empirical analysis. Journal of Operations Management, 30 (2012):282-294.
  • Gunasekaran, A., Ngai E. W. T. ve T. C. E. Cheng (2007). Developing an E-logistics System: A case study. International Journal of Logistics: Research & Applications, 10(4): 333 - 349.
  • Hair, F. J., Black W.C., Babin B. J. ve Anderson R. E. (2009).Multuvariate Data Analysis. (7.Baskı). New Jersey:Pearson.
  • Holloway, B.B. ve Beatty, S.E. (2003). Service Failure in Online Retailing:A Recovery Opportunity. Journal of Service Research, 6 (1):92-105. https://www.tobb.org.tr/Documents/yayinlar/2012/PerakendecilikMeclisiSR.pdf
  • Huang, Y. K. ve Feng, C. M. (2007). Modeling the Determinants of Logistics Service Quality on Retailing Delivery Service for Online Shopping. International Conference on Wireless Communications. Networking and Mobile Computing, 3343-3364
  • Innis, D. E. ve La Londe B. J. (1994). Customer Service. The Key to Customer Satisfaction, Customer Loyalty and Market Share. Journal of Business Logistics, 15(1): 1-26.
  • Jiang, P. ve Rosenbloom B. (2005). Customer intention to return online: price perception, attribute-level performance, and satisfaction unfolding over time. European Journal of Marketing, 39(1/2):150-174.
  • Jun, M., Yang, Z. ve Kim, D. (2004). Customers’ perceptions of online retailing service quality and their satisfaction. International Journal of Quality and Reliability Management, 21 (8):817-840.
  • Kayabaşı, A. (2010). Elektronik (online) Alışverişte Lojistik Faaliyetlere Yönelik Müşteri Şikayetlerinin Analizi ve Bir Alan Araştırması. İşletme Araştırmaları Dergisi, 2(2):21-42.
  • Kiang, M. Y., Raghu, T. S., ve Shang, K. H. M. (2000). Marketing on the Internet—who can benefit from an online marketing approach?. Decision Support Systems, 27(4), 383-393.
  • Kolesar, M.B. ve Galbraith, R.W. (2000). A services-marketing perspective on e-retailing: implications for e-retailers and directions for further research. Internet Research, 10(5), 424–438.
  • Kotzab, H., 2005. Retailing in the context of IT and distribution in Kotzab, H. and Bjerre, M. (Eds.), Retailing in a SCM-Perspective, Denmark: Copenhagen Business School Press.
  • Kurt, T. R. (2010). MBA Bitirme Projesi, Bilgi Üniversitesi.
  • Langley, C. J. ve Holcomb M. C. (1992). Creating Logistics Customer Value. Journal of Business Logistics. 13( 2):1-27.
  • Levenburg, N. M. (2004). Delivering customer value online: an analysis of practices, applications and performance. Journal of Retailing and Consumer Services, 12(2005):319-331.
  • Little, T.D., Cunningham, W.A., Shahar, G. ve Widaman, K.F. (2002). To Parcel or Not to Parcel: Exploring the Question, Weighing the Metris. Structural Equation Modeling, 9(2):151-173.
  • Lynch, J. G. ve Ariely, D. (2000). Wine Online: Search Costs Affect Competition on Price, Quality and Distribution. Marketing Science, 19(1):83-103. Mels, G. (2003). Getting Started with the Student Edition of LISREL 8.53 for Windows, Scientific Software International.
  • Mentzer, J. T., Flint, D. J., ve Hult, G. T. M. (2001). Logistics service quality as a segment-customized process. Journal of Marketing, 65(4), 82-104.
  • Mottner, S., Thelen S., ve Karande K. (2002). A Typology of Internet Retailing: An Exploratory Study. Journal of Marketing Channels,10(1):3-23.
  • Narwal, M. ve Sachdeva, G. (2013). Impact of information technology (IT) on consumer purchase behavior. Journal of Arts, Science & Commerce, 4(3):41-53.
  • Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4):460–469.
  • Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4):460–469.
  • Oral, S. ve Yüksel H. (2006). Hizmet İşletmeleri Yönetimi (1. Baskı) İzmir: Kanyılmaz Matbaası.
  • Özmen, Ş. (2012). Ağ Ekonomisinde Yeni Ticaret Yolu: E-Ticaret (4. Baskı).İstanbul Bilgi Üniversitesi Yayınları.
  • Parasuraman, A., Zeithaml, V. A., ve Berry, L. L. (1988). SERVQUAL:A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64 (1), 12-40.
  • Peterson R. A., Balasubramanian, S. ve Bronnenberg, B. J. (1997). Exploring the Implications of the Internet for Consumer Marketing. Journal of the Academy of Marketing Science, 25(4):329-346.
  • Posselt T. ve Gerstner E. (2005). Pre-Sale vs. Post-Sale e-Satisfaction:Impact on Repurchase Intention and Overall Satisfaction. Journal of Interactive Marketing, 19(4):35-47.
  • Rafiq, M., ve Jaafar, H. S. (2007). Measuring Customers'perceptions of Logistics Service Quality of 3PL Service Providers. Journal of Business Logistics, 28(2), 159-175.
  • Ranganathan C. ve Ganapathy S. (2002). Key Dimensions of Business to Consumer Web Sites. Information & Management, 39(6):457-465.
  • Rao, S., Goldsby, T. J., Griffis, S. E., ve Iyengar, D. (2011). Electronic Logistics Service Quality (e‐LSQ): Its Impact on the Customer’s Purchase Satisfaction and Retention. Journal of Business Logistics, 32(2), 167-179.
  • Rowley, J. (2006). An analysis of the e-service literature: towards a research agenda. Internet Research, 16 (3): 339-359.
  • Saura, I. G., Frances D. S., Contri, G. B. ve Blasco M. F. (2008). Logistics Service Quality: A New Way to Loyalty. Industrial Management & Data Systems, 108(5):650-668.
  • Srinivasan, S., Anderson, R. ve Ponnavolu K. (2002). Consumer loyalty in e-commerce: An exploration of its antecedents and consequences. Journal of Retailing, Vol:78, 41-50.
  • Stank, T. P., Goldsby, T. J. ve Vickery, S. K. (1999). Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry. Journal of Operations Management, 17(1999):429–447.
  • Şimşek, Ö. F. (2007). Yapısal Eşitlik Modellemesine Giriş Temel İlkeler ve Lisrel Uygulamaları. Ankara: Ekinoks.
  • Tarn, J.M., Razi, M.A., Wen, H.J. ve Perez, A.A. Jr (2003). E-fulfillment: the strategy and operational requirements. Logistics Information Management, 16(5): 350-362.
  • Taylor, J.W. (1974). The role of risk in consumer behavior. Journal of Marketing, 38(2): 54–60.
  • Tek, B. Ö. ve Özgül, E. (2008). Modern Pazarlama İlkeleri (3. Baskı). İzmir: Birleşik Matbaacılık
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  • Tek, Ö. B. (1999). Pazarlama İlkeleri (8. Baskı) İstanbul: Cem Ofset Matbaacılık Sanayi A.Ş.
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There are 66 citations in total.

Details

Primary Language Turkish
Journal Section Articles
Authors

Engin Özgül

Gülmüş Börühan

Ömer Baybars Tek This is me

Publication Date April 6, 2018
Submission Date November 13, 2017
Published in Issue Year 2017 Volume: 19 Issue: 4

Cite

APA Özgül, E., Börühan, G., & Tek, Ö. B. (2018). ÖZEL ALIŞVERİŞ SİTELERİNDE SİPARİŞLERİN YERİNE GETİRİLMESİNDE LOJİSTİK HİZMET KALİTESİNİN MÜŞTERİ MEMNUNİYETİNE ETKİSİ. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 19(4), 629-664. https://doi.org/10.16953/deusosbil.351742