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E-PERAKENDECİLİKDE E-HİZMET KALİTESİ, MÜŞTERİ MEMNUNİYETİ VE MÜŞTERİ SADAKATİ İLİŞKİSİ: İŞLETME FAKÜLTESİ ÖĞRENCİLERİ ÜZERİNE BİR ARAŞTIRMA

Year 2009, Volume 10, Issue 1, 97 - 117, 01.12.2009

Abstract

Bu çalışmada, elektronik perakendecilikte algılanan hizmet kalitesinin boyutları, Keating, Rugimbana ve Quazi’nin (2003) geliştirdiği ölçek kullanılarak belirlenmeye çalışılmış ve bu boyutların müşteri memnuniyeti ve sadakati ile ilişkisi araştırılmıştır. Araştırma sonuçlarında elektronik perakendecilikte hizmet kalitesini belirleyen üç faktör bulunmuş, bu üç faktörden hizmet kalitesini en fazla açıklayanın “politika” faktörü olduğu belirlenmiştir. Belirlenen üç faktörden ikisinin müşteri memnuniyeti ve sadakatini pozitif yönde etkilediği görülmüş, araştırma sonuçları doğrultusunda elektronik perakendecilere önerilerde bulunulmuştur

References

  • Aksoy, R. (2006). Bir Pazarlama Değeri Olarak Güven ve Tüketicilerin Elektronik Pazarlara Yönelik Güven Tutumları. ZKU Sosyal Bilimler Dergisi, 2(4), 79-90.
  • Anderson, E., Fornell, C. & Lehmann, D. (1994). Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing, 58, 53-66.
  • Aydın, Ö. (2007). E-Perakendede Şaşırtan Büyüme. İndirilme Tarihi: 15.05.2007. WWW:Web:www.capital.com.tr/haber.aspx?HBR_KOD =4032,.
  • Barutçu, S. (2008). Perakendecilik Sektöründe Teknolojik Değişim: E- Perakendecilik, E-Mağaza Bağlılığı ve E-Mağaza Bağlılığını Etkileyen Faktörler. Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi, 13(1), 317-334.
  • Boshoff, C. & Terblanche, N.S. (1997). Measuring Retail Service Quality: a Replication Study. South African Journal of Business Management, 28(4), 123 – 128.
  • Cardozo, R. (1965). An Experimental Study of Customer Effort, Expectation, and Satisfaction. Journal of Marketing Research, 2(8), 244-249.
  • Caruana, A. (2000). Service Loyalty: The Effects of Service Quality and the Mediating Role of Customer Satisfaction. European Journal of Marketing, 36(7/8), 811-28.
  • Chang, C.H. & Tu, C.Y. (2005). Exploring Store Image, Customer Satisfaction and Customer Loyalty Relationship: Evidence From Taiwanese Hypermarket Industry. The Journal of the American Academy of Business, 7(2), 197-202.
  • Churchill, G.A. & Surprenat, C. (1982). An Investigation Into the Determinants of Customer Satisfaction. Journal of Marketing Research, 19(4), 491-504.
  • Cho, Y., Im, I., Hiltz, R. & Fjermestad, J. (2002). The Effects of Post- Purchase Evaluation Factors on Online vs. Offline Customer Complaining Behavior: Implications for Customer Loyalty. Advances in Consumer Research, 29(1), 318-327.
  • Collier, J.E. & Bienstock, C.C. (2006). Measuring Service Quality in E- Retailing Scale for Measuring Customer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
  • Cristobal, E. & Flavian, C. & Guinaliu, M. (2007). Perceived e-service quality (PeSQ): Measurement Validation end Effects on Consumer Satisfaction and Web Site Loyalty. Managing Service Quality, 17(3), 317-340.
  • Cronin, J.J. & Taylor, S.A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55-68.
  • Çelik, H. & Başaran, B. (2008). Bireysel Müşteriler Tarafından Algılanan Elektronik Hizmet Kalitesi. Anadolu Üniversitesi Sosyal Bilimler Dergisi, 8(2), 129-152.
  • Dabholkar, P.A., Thorpe, D.I. & Rentz, J.O. (1996). A Measure of Service Quality for Retail Stores: Scale Development and Validation. Journal of the Academy of Marketing Science, 24(1), 3-16.
  • Dillon, T.W. & Reif, H.L. (2006). Identifying Purchase Perceptions That Promote Frequent E-Commerce Buying. International Journal of Electronic Marketing and Retailing, 1(1), 48-66.
  • Dündar, S. & Yörük, D. (2009). Tüketicilerin İnternetten Alışverişe Karşı Tutumlarında Etkili Faktörler. İktisat, İşletme ve Finans, 24(278), 92-109.
  • Finn, A. & Kayandé, U. (1997). Consistency of the Relationship Between Retailer Product and Service Quality. 4th Recent Advances in Retailing and Services Science Conference, Scottsdale, Arizona.
  • Gommans, M., Krishnan, K.S. & Scheffold, K.B. (2001). From Brand Loyalty to E-loyalty: A Conceptual Framework. Journal of Economic and Social Research, 3(1), 43-58.
  • Gummerus, J., Liljander, V., Pura, M. & Van Riel, A. (2004). Customer Loyalty to Content-based Web Sites: The Case of an Online Health Care Service. Journal of Services Marketing, 18(3), 175-86.
  • Hoffman, D.L. & Novak, T.P. (2000). How to Acquiring Customers on the Web. Harvard Business Review, 78(3), 179-88.
  • Jin, B., Park, J.Y. & Kim, J. (2008). Cross-Cultural Examination of the Relationships Among Firm Reputation, E-satisfaction, E-trust, and E-loyalty. International Marketing Review, 25(3), 324-337.
  • Kaiser, H.F. (1974). An Index of Factorial Simplicity. Psyhometrica, 39.
  • Kara, A., Lonial, S., Tarım, M. & Zaim, S. (2005). A Paradox of Service Quality in Turkey. European Business Review, 17(1), 5-20.
  • Katz, M.J. (2001). Avoiding Pitfalls in the Transition to E-commerce. Consulting to Management, 12(4), 34-8.
  • Keating, B., Rugimbana, R. & Quazi, A. (2003). Differentiating between Service Quality and Relationship Quality in Cyberspace. Managing Service Quality, 13(3), 217-32.
  • Koo, D.M. (2005). Inter-Relationships Among Store Images, Store Satisfaction, and Store Loyalty among Korea Discount Retail Patrons. Asia Pacific Journal of Marketing and Logistics, 15(4), 42- 71.
  • Licata, M. (2000). Internet Retailers Shift Focus From Attracting to Retaining Online Customers. Stores, 82(6), 66-72.
  • Lohse, G.L. & Spiller, P. (1998). Electronic Shopping: the Effect of Customer Interfaces on Traffic and Sales. Communications of the ACM, 41(7), 81-7.
  • Lohse, G.L. & Spiller, P. (1999). Internet Retail Store Design: How the User Interface Influences Traffic and Sales. Journal of Computer Mediated Communication, 5(2).
  • Nunnally, J.C. (1978). Psychometric Theory, 2nd Edition. New York: McGraw-Hill.
  • Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(Fall), 41-50.
  • Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988). SERVQUAL. A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
  • Polatoğlu, V.N. & Hepkul, A. (2006). E-retailing: A Preliminary Look at Turkish Customers Expectations and Satisfaction. Ç.Ü. Sosyal Bilimler Enstitüsü Dergisi, 15(1), 283-296.
  • Reichheld, F.F. & Schefter, P. (2000). E-loyalty: Your Secret Weapon on the Web. Harvard Business Review, 78(4), 105-15.
  • Reichheld, F.F., Markey, R.G. Jr & Hopton, C. (2000). E-customer Loyalty – Applying the Traditional Rules of Business for Online Success. European Business Journal, 12(4), 173-179.
  • Ribbink, D., Van Riel, A.C.R., Liljander, V. & Streukens, S. (2004). Comfort Your Online Customer: Quality, Trust and Loyalty on the Internet. Managing Service Quality, 14(6), 446-456.
  • Rosen, S. (2001). Sticky Web Site is Key to Success. Communication World, 18(3), 36-37.
  • Santos, J. (2003). E-service Quality: A Model of Virtual Service Quality Dimensions. Management Service Quality, 13(3), 233-246.
  • Semeijn, J., Van Riel, A.C.R., Van Birgelen, M.J.H. & Streukens, S. (2005). E-services and Offline Fulfillment: How E-loyalty is Created. Managing Service Quality, 15(2), 182-194.
  • Srinivasan, S.S., Anderson, R.E. & Ponnavolu, K. (2002). Customer Loyalty in E-commerce: An Exploration of Its Antecedents and Consequences. Journal of Retailing, 78(1), 41-51.
  • Szymanski, D.M. & Hise, R.T. (2000). E-satisfaction: An Initial Examination. Journal of Retailing, 76(3), 309-22.
  • Tabachnick, B. & Fidel, L. (1996). Using Multivariate Statistics, 3rd Edition. New York: Harper-Collins.
  • Terblanche, N.S. & Boshoff, C. (2001). Measuring Customer Satisfaction with Some of the Controllable Elements of the Total Retail Experiences: An Exploratory Study. South African Journal of Business Management, 32(2), 35-41.
  • TÜİK (2007). Türkiye İstatistik Kurumu Hane Halkı Bilişim Teknolojileri Kullanımı WWW:Web:www.tuik.gov.tr. İndirilme Tarihi: 24.11.2007.
  • Urban, G.L., Sultan, F. & Qualls, W.J. (2000). Placing Trust at The Center of Your Internet Strategy. Sloan Management Review, 42(1), 39- 48.
  • Usta, R. (2006). Tüketicilerin Demografik Özellikleri ve İnternetten Satın Alma Davranışı Üzerine Bir Araştırma. Kooperatifçilik, 41(3), 1-13.
  • 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, 1(1), 4-23.
  • Van Riel, A.C.R., Liljander, V. & Jurriens, P. (2001). Exploring Consumer Evaluations of E-services: A Portal Site. International Journal of Service Industry Management, 12(4), 359-377.
  • Vanitha, S., Lepkowska, E. & Rao, B.P. (1999). Browsers or Buyers in Cyberspace? An Investigation of Factors Influencing Electronic Exchange. Journal of Computer Mediated Communication, 5(2).
  • Wang, F., Head, M. & Archer, N. (2000). A Relationship Building Model for the Web Retail Marketplace. Internet Research Electronic Networking Applications and Policy, 10(5), 374-384.
  • Wolfinbarger, M. & Gilly, M.C. (2001). Shopping Online for Freedom, Control and Fun. California Management Review, 43(2), 34-55.
  • Wolfinbarger, M. & Gilly, M.C. (2003). EtailQ: Dimensionalizing, Measuring and Predicting E-tail Quality. Journal of Retailing, 79(3), 183-198.
  • Xia, Y., Ahmed, Z.U., Ghingold, M., Boon, G.S., Mei, T.S. & Hwa, L.L. (2003). Consumer Preferences for Commercial Web Site Design: An Asia-Pacific Perspective. Journal of Consumer Marketing, 20(1), 10-27.
  • Yang, Z. & Fang, X. (2004). Online Service Quality Dimensions and Their Relationships with Satisfaction. International Journal of Service Industry Management, 15(3), 302-326.
  • Yang, Z., Peterson, R.T. & Cai, S. (2003). Services Quality Dimension of Internet Retailing: An Exploratory Analysis. Journal of Services Marketing, 17(6/7), 685-700.
  • Yen, C. & Lu, H. (2008). Effects of E-service Quality on Loyalty Intention: An Empirical Study in Online Auction. Managing Service Quality, 18(2), 127-146.
  • Yoon, S. & Kim, J. (2000). An Empirical Validation of a Loyalty Model Based on Expectation Disconfirmation. Journal of Consumer Marketing, 17(2), 120-126.
  • Yun, Z. & Good, L.K. (2007). Developing Customer Loyalty from E-Tail Store Image Attributes. Managing Service Quality, 17(1), 4-22.
  • Zeithaml, V.A., Berry, L.L. & Parasuraman, A. (1996). The Behavioural Consequences of Service Quality. Journal of Marketing, 60(2), 31- 46.
  • Zeithaml, V.A., Parasuraman, A. & Malhotra, A. (2000a). E-Service Quality: Definition, Dimensions, and Conceptual Model. Working Paper, Marketing Science Institute, Cambridge, MA.
  • Zeithaml, V.A., Parasuraman, A. & Malhotra, A. (2000b). A Conceptual Framework for Understanding E-service Quality: Implications for Future Research and Managerial Practice. Working Paper, Report No. 00–115, Marketing Science Institute, Cambridge, MA.
  • Zeithaml, V.A., Parasuraman, A. & Malhotra, A. (2002a). An Empirical Examination of the Service Quality-Value-Loyalty Chain in an Electronic Channel. Working Paper, University of North Carolina, Chapel Hill, NC.
  • Zeithaml, V.A., Parasuraman, A. & Malhotra, A. (2002b). Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge. Journal of the Academy of Marketing Science, 30(4), 362-75.
  • Parasuman, A.Zeithaml, V.A. & Malhotra, A. (2005). E-S-QUAL A Multiple Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3), 213-233.

THE RELATIONSHIP BETWEEN E-SERVICE QUALITY, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN E-RETAILING: A STUDY ON STUDENTS OF FACULTY OF BUSINESS

Year 2009, Volume 10, Issue 1, 97 - 117, 01.12.2009

Abstract

In this study, a scale developed by Keating, Rugimbana and Quazi (2003) was used to identify the dimensions of service quality in electronic retailing, and the relationship of those dimensions to customer satisfaction and customer loyalty were investigated. Findings of the study reveal three factors that explain service quality in electronic retailing, of which “policy” factor was found to be the one that mostly explained eretail service quality. Of the three factors just two of them have been found to influence customer satisfaction and loyalty positively. At the end of the study recommendations have been given to electronic retailers

References

  • Aksoy, R. (2006). Bir Pazarlama Değeri Olarak Güven ve Tüketicilerin Elektronik Pazarlara Yönelik Güven Tutumları. ZKU Sosyal Bilimler Dergisi, 2(4), 79-90.
  • Anderson, E., Fornell, C. & Lehmann, D. (1994). Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing, 58, 53-66.
  • Aydın, Ö. (2007). E-Perakendede Şaşırtan Büyüme. İndirilme Tarihi: 15.05.2007. WWW:Web:www.capital.com.tr/haber.aspx?HBR_KOD =4032,.
  • Barutçu, S. (2008). Perakendecilik Sektöründe Teknolojik Değişim: E- Perakendecilik, E-Mağaza Bağlılığı ve E-Mağaza Bağlılığını Etkileyen Faktörler. Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi, 13(1), 317-334.
  • Boshoff, C. & Terblanche, N.S. (1997). Measuring Retail Service Quality: a Replication Study. South African Journal of Business Management, 28(4), 123 – 128.
  • Cardozo, R. (1965). An Experimental Study of Customer Effort, Expectation, and Satisfaction. Journal of Marketing Research, 2(8), 244-249.
  • Caruana, A. (2000). Service Loyalty: The Effects of Service Quality and the Mediating Role of Customer Satisfaction. European Journal of Marketing, 36(7/8), 811-28.
  • Chang, C.H. & Tu, C.Y. (2005). Exploring Store Image, Customer Satisfaction and Customer Loyalty Relationship: Evidence From Taiwanese Hypermarket Industry. The Journal of the American Academy of Business, 7(2), 197-202.
  • Churchill, G.A. & Surprenat, C. (1982). An Investigation Into the Determinants of Customer Satisfaction. Journal of Marketing Research, 19(4), 491-504.
  • Cho, Y., Im, I., Hiltz, R. & Fjermestad, J. (2002). The Effects of Post- Purchase Evaluation Factors on Online vs. Offline Customer Complaining Behavior: Implications for Customer Loyalty. Advances in Consumer Research, 29(1), 318-327.
  • Collier, J.E. & Bienstock, C.C. (2006). Measuring Service Quality in E- Retailing Scale for Measuring Customer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
  • Cristobal, E. & Flavian, C. & Guinaliu, M. (2007). Perceived e-service quality (PeSQ): Measurement Validation end Effects on Consumer Satisfaction and Web Site Loyalty. Managing Service Quality, 17(3), 317-340.
  • Cronin, J.J. & Taylor, S.A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55-68.
  • Çelik, H. & Başaran, B. (2008). Bireysel Müşteriler Tarafından Algılanan Elektronik Hizmet Kalitesi. Anadolu Üniversitesi Sosyal Bilimler Dergisi, 8(2), 129-152.
  • Dabholkar, P.A., Thorpe, D.I. & Rentz, J.O. (1996). A Measure of Service Quality for Retail Stores: Scale Development and Validation. Journal of the Academy of Marketing Science, 24(1), 3-16.
  • Dillon, T.W. & Reif, H.L. (2006). Identifying Purchase Perceptions That Promote Frequent E-Commerce Buying. International Journal of Electronic Marketing and Retailing, 1(1), 48-66.
  • Dündar, S. & Yörük, D. (2009). Tüketicilerin İnternetten Alışverişe Karşı Tutumlarında Etkili Faktörler. İktisat, İşletme ve Finans, 24(278), 92-109.
  • Finn, A. & Kayandé, U. (1997). Consistency of the Relationship Between Retailer Product and Service Quality. 4th Recent Advances in Retailing and Services Science Conference, Scottsdale, Arizona.
  • Gommans, M., Krishnan, K.S. & Scheffold, K.B. (2001). From Brand Loyalty to E-loyalty: A Conceptual Framework. Journal of Economic and Social Research, 3(1), 43-58.
  • Gummerus, J., Liljander, V., Pura, M. & Van Riel, A. (2004). Customer Loyalty to Content-based Web Sites: The Case of an Online Health Care Service. Journal of Services Marketing, 18(3), 175-86.
  • Hoffman, D.L. & Novak, T.P. (2000). How to Acquiring Customers on the Web. Harvard Business Review, 78(3), 179-88.
  • Jin, B., Park, J.Y. & Kim, J. (2008). Cross-Cultural Examination of the Relationships Among Firm Reputation, E-satisfaction, E-trust, and E-loyalty. International Marketing Review, 25(3), 324-337.
  • Kaiser, H.F. (1974). An Index of Factorial Simplicity. Psyhometrica, 39.
  • Kara, A., Lonial, S., Tarım, M. & Zaim, S. (2005). A Paradox of Service Quality in Turkey. European Business Review, 17(1), 5-20.
  • Katz, M.J. (2001). Avoiding Pitfalls in the Transition to E-commerce. Consulting to Management, 12(4), 34-8.
  • Keating, B., Rugimbana, R. & Quazi, A. (2003). Differentiating between Service Quality and Relationship Quality in Cyberspace. Managing Service Quality, 13(3), 217-32.
  • Koo, D.M. (2005). Inter-Relationships Among Store Images, Store Satisfaction, and Store Loyalty among Korea Discount Retail Patrons. Asia Pacific Journal of Marketing and Logistics, 15(4), 42- 71.
  • Licata, M. (2000). Internet Retailers Shift Focus From Attracting to Retaining Online Customers. Stores, 82(6), 66-72.
  • Lohse, G.L. & Spiller, P. (1998). Electronic Shopping: the Effect of Customer Interfaces on Traffic and Sales. Communications of the ACM, 41(7), 81-7.
  • Lohse, G.L. & Spiller, P. (1999). Internet Retail Store Design: How the User Interface Influences Traffic and Sales. Journal of Computer Mediated Communication, 5(2).
  • Nunnally, J.C. (1978). Psychometric Theory, 2nd Edition. New York: McGraw-Hill.
  • Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(Fall), 41-50.
  • Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988). SERVQUAL. A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
  • Polatoğlu, V.N. & Hepkul, A. (2006). E-retailing: A Preliminary Look at Turkish Customers Expectations and Satisfaction. Ç.Ü. Sosyal Bilimler Enstitüsü Dergisi, 15(1), 283-296.
  • Reichheld, F.F. & Schefter, P. (2000). E-loyalty: Your Secret Weapon on the Web. Harvard Business Review, 78(4), 105-15.
  • Reichheld, F.F., Markey, R.G. Jr & Hopton, C. (2000). E-customer Loyalty – Applying the Traditional Rules of Business for Online Success. European Business Journal, 12(4), 173-179.
  • Ribbink, D., Van Riel, A.C.R., Liljander, V. & Streukens, S. (2004). Comfort Your Online Customer: Quality, Trust and Loyalty on the Internet. Managing Service Quality, 14(6), 446-456.
  • Rosen, S. (2001). Sticky Web Site is Key to Success. Communication World, 18(3), 36-37.
  • Santos, J. (2003). E-service Quality: A Model of Virtual Service Quality Dimensions. Management Service Quality, 13(3), 233-246.
  • Semeijn, J., Van Riel, A.C.R., Van Birgelen, M.J.H. & Streukens, S. (2005). E-services and Offline Fulfillment: How E-loyalty is Created. Managing Service Quality, 15(2), 182-194.
  • Srinivasan, S.S., Anderson, R.E. & Ponnavolu, K. (2002). Customer Loyalty in E-commerce: An Exploration of Its Antecedents and Consequences. Journal of Retailing, 78(1), 41-51.
  • Szymanski, D.M. & Hise, R.T. (2000). E-satisfaction: An Initial Examination. Journal of Retailing, 76(3), 309-22.
  • Tabachnick, B. & Fidel, L. (1996). Using Multivariate Statistics, 3rd Edition. New York: Harper-Collins.
  • Terblanche, N.S. & Boshoff, C. (2001). Measuring Customer Satisfaction with Some of the Controllable Elements of the Total Retail Experiences: An Exploratory Study. South African Journal of Business Management, 32(2), 35-41.
  • TÜİK (2007). Türkiye İstatistik Kurumu Hane Halkı Bilişim Teknolojileri Kullanımı WWW:Web:www.tuik.gov.tr. İndirilme Tarihi: 24.11.2007.
  • Urban, G.L., Sultan, F. & Qualls, W.J. (2000). Placing Trust at The Center of Your Internet Strategy. Sloan Management Review, 42(1), 39- 48.
  • Usta, R. (2006). Tüketicilerin Demografik Özellikleri ve İnternetten Satın Alma Davranışı Üzerine Bir Araştırma. Kooperatifçilik, 41(3), 1-13.
  • 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, 1(1), 4-23.
  • Van Riel, A.C.R., Liljander, V. & Jurriens, P. (2001). Exploring Consumer Evaluations of E-services: A Portal Site. International Journal of Service Industry Management, 12(4), 359-377.
  • Vanitha, S., Lepkowska, E. & Rao, B.P. (1999). Browsers or Buyers in Cyberspace? An Investigation of Factors Influencing Electronic Exchange. Journal of Computer Mediated Communication, 5(2).
  • Wang, F., Head, M. & Archer, N. (2000). A Relationship Building Model for the Web Retail Marketplace. Internet Research Electronic Networking Applications and Policy, 10(5), 374-384.
  • Wolfinbarger, M. & Gilly, M.C. (2001). Shopping Online for Freedom, Control and Fun. California Management Review, 43(2), 34-55.
  • Wolfinbarger, M. & Gilly, M.C. (2003). EtailQ: Dimensionalizing, Measuring and Predicting E-tail Quality. Journal of Retailing, 79(3), 183-198.
  • Xia, Y., Ahmed, Z.U., Ghingold, M., Boon, G.S., Mei, T.S. & Hwa, L.L. (2003). Consumer Preferences for Commercial Web Site Design: An Asia-Pacific Perspective. Journal of Consumer Marketing, 20(1), 10-27.
  • Yang, Z. & Fang, X. (2004). Online Service Quality Dimensions and Their Relationships with Satisfaction. International Journal of Service Industry Management, 15(3), 302-326.
  • Yang, Z., Peterson, R.T. & Cai, S. (2003). Services Quality Dimension of Internet Retailing: An Exploratory Analysis. Journal of Services Marketing, 17(6/7), 685-700.
  • Yen, C. & Lu, H. (2008). Effects of E-service Quality on Loyalty Intention: An Empirical Study in Online Auction. Managing Service Quality, 18(2), 127-146.
  • Yoon, S. & Kim, J. (2000). An Empirical Validation of a Loyalty Model Based on Expectation Disconfirmation. Journal of Consumer Marketing, 17(2), 120-126.
  • Yun, Z. & Good, L.K. (2007). Developing Customer Loyalty from E-Tail Store Image Attributes. Managing Service Quality, 17(1), 4-22.
  • Zeithaml, V.A., Berry, L.L. & Parasuraman, A. (1996). The Behavioural Consequences of Service Quality. Journal of Marketing, 60(2), 31- 46.
  • Zeithaml, V.A., Parasuraman, A. & Malhotra, A. (2000a). E-Service Quality: Definition, Dimensions, and Conceptual Model. Working Paper, Marketing Science Institute, Cambridge, MA.
  • Zeithaml, V.A., Parasuraman, A. & Malhotra, A. (2000b). A Conceptual Framework for Understanding E-service Quality: Implications for Future Research and Managerial Practice. Working Paper, Report No. 00–115, Marketing Science Institute, Cambridge, MA.
  • Zeithaml, V.A., Parasuraman, A. & Malhotra, A. (2002a). An Empirical Examination of the Service Quality-Value-Loyalty Chain in an Electronic Channel. Working Paper, University of North Carolina, Chapel Hill, NC.
  • Zeithaml, V.A., Parasuraman, A. & Malhotra, A. (2002b). Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge. Journal of the Academy of Marketing Science, 30(4), 362-75.
  • Parasuman, A.Zeithaml, V.A. & Malhotra, A. (2005). E-S-QUAL A Multiple Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3), 213-233.

Details

Other ID JA54TR68ZZ
Journal Section Articles
Authors

Burcu İlter This is me
?

Publication Date December 1, 2009
Published in Issue Year 2009, Volume 10, Issue 1

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Bibtex @ { ifede268233, journal = {Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi}, issn = {1303-0027}, address = {}, publisher = {Dokuz Eylul University}, year = {2009}, volume = {10}, number = {1}, pages = {97 - 117}, title = {E-PERAKENDECİLİKDE E-HİZMET KALİTESİ, MÜŞTERİ MEMNUNİYETİ VE MÜŞTERİ SADAKATİ İLİŞKİSİ: İŞLETME FAKÜLTESİ ÖĞRENCİLERİ ÜZERİNE BİR ARAŞTIRMA}, key = {cite}, author = {İlter, Burcu} }
APA İlter, B. (2009). E-PERAKENDECİLİKDE E-HİZMET KALİTESİ, MÜŞTERİ MEMNUNİYETİ VE MÜŞTERİ SADAKATİ İLİŞKİSİ: İŞLETME FAKÜLTESİ ÖĞRENCİLERİ ÜZERİNE BİR ARAŞTIRMA . Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi , 10 (1) , 97-117 . Retrieved from https://dergipark.org.tr/en/pub/ifede/issue/25426/268233
MLA İlter, B. "E-PERAKENDECİLİKDE E-HİZMET KALİTESİ, MÜŞTERİ MEMNUNİYETİ VE MÜŞTERİ SADAKATİ İLİŞKİSİ: İŞLETME FAKÜLTESİ ÖĞRENCİLERİ ÜZERİNE BİR ARAŞTIRMA" . Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi 10 (2009 ): 97-117 <https://dergipark.org.tr/en/pub/ifede/issue/25426/268233>
Chicago İlter, B. "E-PERAKENDECİLİKDE E-HİZMET KALİTESİ, MÜŞTERİ MEMNUNİYETİ VE MÜŞTERİ SADAKATİ İLİŞKİSİ: İŞLETME FAKÜLTESİ ÖĞRENCİLERİ ÜZERİNE BİR ARAŞTIRMA". Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi 10 (2009 ): 97-117
RIS TY - JOUR T1 - THE RELATIONSHIP BETWEEN E-SERVICE QUALITY, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN E-RETAILING: A STUDY ON STUDENTS OF FACULTY OF BUSINESS AU - Burcuİlter Y1 - 2009 PY - 2009 N1 - DO - T2 - Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi JF - Journal JO - JOR SP - 97 EP - 117 VL - 10 IS - 1 SN - 1303-0027- M3 - UR - Y2 - 2022 ER -
EndNote %0 Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi E-PERAKENDECİLİKDE E-HİZMET KALİTESİ, MÜŞTERİ MEMNUNİYETİ VE MÜŞTERİ SADAKATİ İLİŞKİSİ: İŞLETME FAKÜLTESİ ÖĞRENCİLERİ ÜZERİNE BİR ARAŞTIRMA %A Burcu İlter %T E-PERAKENDECİLİKDE E-HİZMET KALİTESİ, MÜŞTERİ MEMNUNİYETİ VE MÜŞTERİ SADAKATİ İLİŞKİSİ: İŞLETME FAKÜLTESİ ÖĞRENCİLERİ ÜZERİNE BİR ARAŞTIRMA %D 2009 %J Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi %P 1303-0027- %V 10 %N 1 %R %U
ISNAD İlter, Burcu . "E-PERAKENDECİLİKDE E-HİZMET KALİTESİ, MÜŞTERİ MEMNUNİYETİ VE MÜŞTERİ SADAKATİ İLİŞKİSİ: İŞLETME FAKÜLTESİ ÖĞRENCİLERİ ÜZERİNE BİR ARAŞTIRMA". Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi 10 / 1 (December 2009): 97-117 .
AMA İlter B. E-PERAKENDECİLİKDE E-HİZMET KALİTESİ, MÜŞTERİ MEMNUNİYETİ VE MÜŞTERİ SADAKATİ İLİŞKİSİ: İŞLETME FAKÜLTESİ ÖĞRENCİLERİ ÜZERİNE BİR ARAŞTIRMA. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi. 2009; 10(1): 97-117.
Vancouver İlter B. E-PERAKENDECİLİKDE E-HİZMET KALİTESİ, MÜŞTERİ MEMNUNİYETİ VE MÜŞTERİ SADAKATİ İLİŞKİSİ: İŞLETME FAKÜLTESİ ÖĞRENCİLERİ ÜZERİNE BİR ARAŞTIRMA. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi. 2009; 10(1): 97-117.
IEEE B. İlter , "E-PERAKENDECİLİKDE E-HİZMET KALİTESİ, MÜŞTERİ MEMNUNİYETİ VE MÜŞTERİ SADAKATİ İLİŞKİSİ: İŞLETME FAKÜLTESİ ÖĞRENCİLERİ ÜZERİNE BİR ARAŞTIRMA", Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi, vol. 10, no. 1, pp. 97-117, Dec. 2009