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E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS

Year 2010, Volume: 10 Issue: 1, 15 - 35, 01.02.2010

Süleyman Barutçu

Abstract

References

  • Aydın, Ö. (2007) Amazing growth in e-tailing industry, http://www.capital.com.tr/ haber.aspx?HBR_KOD=4032, Retrieved May, 21 2007
  • Barutçu, S. (2006a) Measuring E-Customer Satisfaction Level From E-stores in Internet Marketing, Knowledge Economy and Management Congress Proceedings, Kocaeli, Turkey, November 3-5. Vol. I, 699-713
  • Barutçu, S. (2006b) Quality Function Deployment in Effective Website Design: An Application in E-Store Design, Journal of Faculty Business (İşletme Fakültesi Dergisi), Vol.7 (1), 41-63
  • Bhise, H., Farrel, D., Miller, H., Vanier, A. (2000) The duel for the doorstep, The McKinsey Quarterly, No.2, 32-41
  • Bhote, K. R. (1996) Beyond Customer Satisfaction to Customer Loyalty, American Management Association, New York, NY, USA
  • Bitner, M.J., Hubbert, A.R. (1994) Encounter satisfaction versus overall satisfaction versus quality, 72-94, in Rust, R.T., Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, USA
  • Cho, N., Park, S. (2001) Development of Electronic Commerce User-Consumer Satisfaction Index (ECUSI) for Internet Shopping, Industrial Management & Data Systems, Vol. 101 (8), 400-405
  • David, S. J. (2001). Conducting web-based surveys, Practical Assessment Research & Evaluation, Vol. 7 (19) Available online: http://pareonline.net/ getvn.asp?v=7&n=19 Retrieved July 21, 2007
  • Devaraj, S., Fan, M. Kohli, R. (2002) Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics, Information Systems Research, Vol.13 (3), 316-333
  • Dolen, W.M., Dabholkar, P.A., Ruyter, K. (2007) Satisfaction with Online Commercial Group Chat: The Influence of Perceived Technology Attributes, Chat Group Characteristics, and Advisor Communication Style, Journal of Retailing, Vol.83 (3), 339-358
  • Donthu, N. (2001) Does your Web site measure up?, Marketing Management, November/ December, 29-32.
  • Evanschitzky, H. Iyer, G. R., Hesse, J., Ahlert, D. (2004) E-satisfaction: a re- examination, Journal of Retailing, Vol. 80 (3), 239-247
  • Gefen, D. (2002) Customer Loyalty in e-Commerce, Journal of the Association of Information Systems, Vol. 3 (4), 27-51
  • Haubl, G., Trifts, V. (2000) Consumer decision making in e-shopping environments: the effects of interactive decision aids, Marketing Science, Vol. 19 (1), 4-21
  • Janda, S., Trocchia, P.J., Gwinner, K.P. (2002) Consumer perceptions of Internet retail service quality, International Journal of Service Industry Management Vol. 13 (5), 412-431
  • Khalifa, M., Liu, V. (2002) Satisfaction with Internet-Based Services: The Role of Expectations and Desires, International Journal of Electronic Commerce, Vol. 7 (2), 31-49
  • Kim, D.J., Ferin, D. L., Rao H. R. (2003) A Study of the Effect of Consumer Trust on Consumer Expectations and Satisfaction: the Korean Experience, ICEC 2003, Pittsburgh, PA, USA
  • Kim, E. B., Eom, S. B (2002) Designing effective cyber store user interface, Industrial Management & Data Systems, Vol. 102 (5), 241-251
  • Kim, M., Stoel, L. (2005) Salesperson roles: are online retailers meeting customer expectations? International Journal of Retail & Distribution Management, Vol. 33 (4), 284-297
  • Kim, S.Y., Lim,Y. J. (2001) Consumers' Perceived Importance of and Satisfaction with Internet Shopping, Electronic Markets, Vol.11 (3), 148-154
  • Kolesar, M.B., Galbraith, R.W. (2000) A services-marketing perspective on E- retailing: implications for E-retailers and directions for further research, Internet Research-Electronic Networking Vol. 10 (5), 424-438
  • Kotler, P. (2000), Marketing Management, International Edition, Prentice Hall, Englewood Cliffs, NJ, USA
  • Kotzab, M., Madlberger, M. (2001) European retailing in e-transition? An empirical evaluation of web-based retailing - indications from Austria, International Journal of Physical Distribution & Logistics Management, Vol. 31 (6), 440-62
  • Lai, Kee-Hung; Ngai, E and Cheng, T. (2005) Information Technology Adoption in Hong Kong's Logistics Industry, Transportation Journal, Vol.44 (4), 1-10
  • Lim, H., Dubinsky, A.J. (2004) Consumers' perceptions of e-shopping characteristics: an expectancy-value approach, Journal of Services Marketing, Vol. 18 (7), 500-513
  • Lohse, G.L., Spiller, P. (1998) Electronic shopping, Communications of the ACM, Vol. 41 (7), 81-87
  • Loiacono, E.T., Watson, R.T., Goodhue, D.L. (2002) WebQual: a measure of Web site quality, Proceedings of the Winter Educator's Conference, American Marketing Association, Chicago, IL, 432-437
  • Madu, C.N., Madu, A.A. (2002) Dimensions of E-quality, International Journal of Quality and Reliability Management Vol. 19 (3), 246-258
  • McKinney, V., Yoon, K., Zahedi, F.M. (2002) The measurement of web- customer satisfaction: An expectation and disconfirmation approach, Information Systems Research,Vol. 13 (3), 296-315
  • MeCullough, D. (1998) Web-Based market Research: The Dawning of a New Age, Direct Marketing Vol. 61 (8), 36-37
  • Monsuwé, T., Dellaert, B. G.C., Ruyter, K. (2004) What drives consumers to shop online? A literature review, International Journal of Service Industry Management, Vol. 15 (1), 102-121
  • Ngai, E.W.T. (2003) Internet marketing research (1987-2000): a literature review and classification, European Journal of Marketing, Vol. 37 (1/2), 24-49
  • Oliver, R.L. (1980) A cognitive model of the antecedents and consequences of satisfaction judgments, Journal of Marketing Research, Vol. 17, November, 460- 469
  • Oliver, R.L. (1999) Whence Consumer Loyalty, Journal of Marketing, Vol. 63 (Special Issue), 33-44,
  • Reibstein, D.J. (2002) What attracts customers to online stores, and what keeps them coming back?, Journal of the Academy of Marketing Science Vol. 30 (4), 465-473
  • Reichheld, F.F. (1996) The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting Value, Harvard Business School Publications, Boston, MA,USA
  • Shop.Org/Forrester Research (2007) http://www.shop.org/soro07/pr051407.asp, Retrieved June 21, 2007
  • Su, A.Y.L. (2004) Customer satisfaction measurement practice in Taiwan hotels, International Journal of Hospitality Management, Vol. 23 (4), 397-408
  • Szymanski, D. M., Hise, R. T. (2000) E-Satisfaction: An Initial Examination, Journal of Retailing, Vol. 76 (3), 309-322
  • Turkish Statistical Institute, http://www.tuik.gov.tr, Retrieved June 21, 2007
  • Van Riel, A.C.R., Lemmink, J., Streukens, S., Liljander, V. (2004) Boost customer loyalty with online support: the case of mobile telecoms providers, International Journal of Internet Marketing and Advertising, Vol. 1 (1), 4-23
  • Wolfinbarger, M., Gilly, M.C. (2003) eTailQ: dimensionalizing, measuring and predicting etail quality, Journal of Retailing, Vol. 79 (3), 183-198
  • Zeithaml, V.A., Parasuraman, A., Berry, L.L. (1990) Delivering Quality Service; Balancing Customer Perceptions and Expectations, The Free Press, New York, NY, USA
  • Zeithaml, V.A. (2002) Service excellent in electronic channels, Managing Service Quality, Vol. 12 (3), 135-138

Year 2010, Volume: 10 Issue: 1, 15 - 35, 01.02.2010

Süleyman Barutçu

Abstract

The main objective of this study is to provide theoretical and empirical frameworks for determining drivers of e-customer satisfaction from e-tailers and highlight what is needed to increase e-customer satisfaction level in Turkey. First, literature was reviewed about customer satisfaction to verify the drivers of e-customer satisfaction. Second, an empirical study was conducted to determine the drivers of e-customer satisfaction and measure e-customer satisfaction level from e-stores. In conclusion, the empirical survey’s results of 552 respondents show that e-customer satisfaction is positively influenced from e-shopping cost, e-store design quality, e-store service quality, e-store information quality and cargo carriers’ service quality. E-customers are also strongly satisfied with e-shopping cost, e-store design quality, e-store service quality and cargo carriers’ service quality. On the other hand, apart from choosing cargo carriers, e-customer satisfaction is negatively influenced from estore shipping policy, and e-customers are strongly dissatisfied from e-stores’ information quality and shipping policies

Keywords

E-customer satisfaction e-tailing industry e-store

References

  • Aydın, Ö. (2007) Amazing growth in e-tailing industry, http://www.capital.com.tr/ haber.aspx?HBR_KOD=4032, Retrieved May, 21 2007
  • Barutçu, S. (2006a) Measuring E-Customer Satisfaction Level From E-stores in Internet Marketing, Knowledge Economy and Management Congress Proceedings, Kocaeli, Turkey, November 3-5. Vol. I, 699-713
  • Barutçu, S. (2006b) Quality Function Deployment in Effective Website Design: An Application in E-Store Design, Journal of Faculty Business (İşletme Fakültesi Dergisi), Vol.7 (1), 41-63
  • Bhise, H., Farrel, D., Miller, H., Vanier, A. (2000) The duel for the doorstep, The McKinsey Quarterly, No.2, 32-41
  • Bhote, K. R. (1996) Beyond Customer Satisfaction to Customer Loyalty, American Management Association, New York, NY, USA
  • Bitner, M.J., Hubbert, A.R. (1994) Encounter satisfaction versus overall satisfaction versus quality, 72-94, in Rust, R.T., Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, USA
  • Cho, N., Park, S. (2001) Development of Electronic Commerce User-Consumer Satisfaction Index (ECUSI) for Internet Shopping, Industrial Management & Data Systems, Vol. 101 (8), 400-405
  • David, S. J. (2001). Conducting web-based surveys, Practical Assessment Research & Evaluation, Vol. 7 (19) Available online: http://pareonline.net/ getvn.asp?v=7&n=19 Retrieved July 21, 2007
  • Devaraj, S., Fan, M. Kohli, R. (2002) Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics, Information Systems Research, Vol.13 (3), 316-333
  • Dolen, W.M., Dabholkar, P.A., Ruyter, K. (2007) Satisfaction with Online Commercial Group Chat: The Influence of Perceived Technology Attributes, Chat Group Characteristics, and Advisor Communication Style, Journal of Retailing, Vol.83 (3), 339-358
  • Donthu, N. (2001) Does your Web site measure up?, Marketing Management, November/ December, 29-32.
  • Evanschitzky, H. Iyer, G. R., Hesse, J., Ahlert, D. (2004) E-satisfaction: a re- examination, Journal of Retailing, Vol. 80 (3), 239-247
  • Gefen, D. (2002) Customer Loyalty in e-Commerce, Journal of the Association of Information Systems, Vol. 3 (4), 27-51
  • Haubl, G., Trifts, V. (2000) Consumer decision making in e-shopping environments: the effects of interactive decision aids, Marketing Science, Vol. 19 (1), 4-21
  • Janda, S., Trocchia, P.J., Gwinner, K.P. (2002) Consumer perceptions of Internet retail service quality, International Journal of Service Industry Management Vol. 13 (5), 412-431
  • Khalifa, M., Liu, V. (2002) Satisfaction with Internet-Based Services: The Role of Expectations and Desires, International Journal of Electronic Commerce, Vol. 7 (2), 31-49
  • Kim, D.J., Ferin, D. L., Rao H. R. (2003) A Study of the Effect of Consumer Trust on Consumer Expectations and Satisfaction: the Korean Experience, ICEC 2003, Pittsburgh, PA, USA
  • Kim, E. B., Eom, S. B (2002) Designing effective cyber store user interface, Industrial Management & Data Systems, Vol. 102 (5), 241-251
  • Kim, M., Stoel, L. (2005) Salesperson roles: are online retailers meeting customer expectations? International Journal of Retail & Distribution Management, Vol. 33 (4), 284-297
  • Kim, S.Y., Lim,Y. J. (2001) Consumers' Perceived Importance of and Satisfaction with Internet Shopping, Electronic Markets, Vol.11 (3), 148-154
  • Kolesar, M.B., Galbraith, R.W. (2000) A services-marketing perspective on E- retailing: implications for E-retailers and directions for further research, Internet Research-Electronic Networking Vol. 10 (5), 424-438
  • Kotler, P. (2000), Marketing Management, International Edition, Prentice Hall, Englewood Cliffs, NJ, USA
  • Kotzab, M., Madlberger, M. (2001) European retailing in e-transition? An empirical evaluation of web-based retailing - indications from Austria, International Journal of Physical Distribution & Logistics Management, Vol. 31 (6), 440-62
  • Lai, Kee-Hung; Ngai, E and Cheng, T. (2005) Information Technology Adoption in Hong Kong's Logistics Industry, Transportation Journal, Vol.44 (4), 1-10
  • Lim, H., Dubinsky, A.J. (2004) Consumers' perceptions of e-shopping characteristics: an expectancy-value approach, Journal of Services Marketing, Vol. 18 (7), 500-513
  • Lohse, G.L., Spiller, P. (1998) Electronic shopping, Communications of the ACM, Vol. 41 (7), 81-87
  • Loiacono, E.T., Watson, R.T., Goodhue, D.L. (2002) WebQual: a measure of Web site quality, Proceedings of the Winter Educator's Conference, American Marketing Association, Chicago, IL, 432-437
  • Madu, C.N., Madu, A.A. (2002) Dimensions of E-quality, International Journal of Quality and Reliability Management Vol. 19 (3), 246-258
  • McKinney, V., Yoon, K., Zahedi, F.M. (2002) The measurement of web- customer satisfaction: An expectation and disconfirmation approach, Information Systems Research,Vol. 13 (3), 296-315
  • MeCullough, D. (1998) Web-Based market Research: The Dawning of a New Age, Direct Marketing Vol. 61 (8), 36-37
  • Monsuwé, T., Dellaert, B. G.C., Ruyter, K. (2004) What drives consumers to shop online? A literature review, International Journal of Service Industry Management, Vol. 15 (1), 102-121
  • Ngai, E.W.T. (2003) Internet marketing research (1987-2000): a literature review and classification, European Journal of Marketing, Vol. 37 (1/2), 24-49
  • Oliver, R.L. (1980) A cognitive model of the antecedents and consequences of satisfaction judgments, Journal of Marketing Research, Vol. 17, November, 460- 469
  • Oliver, R.L. (1999) Whence Consumer Loyalty, Journal of Marketing, Vol. 63 (Special Issue), 33-44,
  • Reibstein, D.J. (2002) What attracts customers to online stores, and what keeps them coming back?, Journal of the Academy of Marketing Science Vol. 30 (4), 465-473
  • Reichheld, F.F. (1996) The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting Value, Harvard Business School Publications, Boston, MA,USA
  • Shop.Org/Forrester Research (2007) http://www.shop.org/soro07/pr051407.asp, Retrieved June 21, 2007
  • Su, A.Y.L. (2004) Customer satisfaction measurement practice in Taiwan hotels, International Journal of Hospitality Management, Vol. 23 (4), 397-408
  • Szymanski, D. M., Hise, R. T. (2000) E-Satisfaction: An Initial Examination, Journal of Retailing, Vol. 76 (3), 309-322
  • Turkish Statistical Institute, http://www.tuik.gov.tr, Retrieved June 21, 2007
  • Van Riel, A.C.R., Lemmink, J., Streukens, S., Liljander, V. (2004) Boost customer loyalty with online support: the case of mobile telecoms providers, International Journal of Internet Marketing and Advertising, Vol. 1 (1), 4-23
  • Wolfinbarger, M., Gilly, M.C. (2003) eTailQ: dimensionalizing, measuring and predicting etail quality, Journal of Retailing, Vol. 79 (3), 183-198
  • Zeithaml, V.A., Parasuraman, A., Berry, L.L. (1990) Delivering Quality Service; Balancing Customer Perceptions and Expectations, The Free Press, New York, NY, USA
  • Zeithaml, V.A. (2002) Service excellent in electronic channels, Managing Service Quality, Vol. 12 (3), 135-138
There are 44 citations in total.

Details

Other ID JA56TM69SK
Journal Section Research Article
Authors

Süleyman Barutçu This is me

Publication Date February 1, 2010
Published in Issue Year 2010 Volume: 10 Issue: 1

Cite

APA Barutçu, S. (2010). E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS. Ege Academic Review, 10(1), 15-35.
AMA Barutçu S. E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS. ear. February 2010;10(1):15-35.
Chicago Barutçu, Süleyman. “E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS”. Ege Academic Review 10, no. 1 (February 2010): 15-35.
EndNote Barutçu S (February 1, 2010) E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS. Ege Academic Review 10 1 15–35.
IEEE S. Barutçu, “E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS”, ear, vol. 10, no. 1, pp. 15–35, 2010.
ISNAD Barutçu, Süleyman. “E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS”. Ege Academic Review 10/1 (February 2010), 15-35.
JAMA Barutçu S. E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS. ear. 2010;10:15–35.
MLA Barutçu, Süleyman. “E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS”. Ege Academic Review, vol. 10, no. 1, 2010, pp. 15-35.
Vancouver Barutçu S. E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS. ear. 2010;10(1):15-3.