PERAKENDECİLİK SEKTÖRÜNDE TEKNOLOJİK DEĞİŞİM: E-PERAKENDECİLİK, E-MAĞAZA BAĞLILIĞI VE E-MAĞAZA BAĞLILIĞINI ETKİLEYEN FAKTÖRLER

Yrd.Doç.Dr.Süleyman Barutçu

Perakendecilik Sektöründe Teknolojik Değişim: E-Perakendecilik, E-Mağaza Bağlılığı ve E-Mağaza Bağlılığını Etkileyen Faktörler

Year 2008, Volume: 13 Issue: 1, 317 - 334, 01.03.2008

Yrd.Doç.Dr.Süleyman Barutçu

Abstract

Keywords

References

1. Altunışık, R. Çoşkun R., Bayraktaroğlu S., Yıldırım, E. (2005) Sosyal Bilimlerde Araştırma Yöntemleri, Genişletilmiş 4. Baskı, Sakarya Kitabevi, Sakarya
2. Altıntaş, M. H. (2000) Tüketici Davranışları, Alfa Basım Yayım Dağıtım Ltd., İstanbul
3. Andreassen, W. T., Lindestad, B. (1998) Customer loyalty and complex services, International Journal of Service Industry Management, Vol.9, No.1, 7-23
4. Aydın, Ö. (2007) E-Perakendede Şaşırtan Büyüme, www.capital. com.tr/haber.aspx?HBR_KOD=4032, Erişim Tarihi; 15 Mayıs 2007
5. Aytuğ, S. (1997) Pazarlama Yönetimi, İlkem Ofset, İzmir
6. Balabanis, G. Reynolds, N., Simintiras, A. (2006) Bases of e-store loyalty: Perceived switching barriers and satisfaction, Journal of Business Research, Vol. 59, 214 – 224
7. Barutçu, S. (2006) Measuring E-customer Satisfaction Level From Estores in Internet Marketing, Knowledge Economy and Management Congress Proceedings, Kocaeli, Turkey, November 3-5.Vol. I, 699-713
8. Bloemer, J., Ruyter K. (1998) On the relationship between store image, store satisfaction and store loyalty, European Journal of Marketing, Vol.32, No.5/6, 499-513
9. Bloemer, J., Ruyter K., Peeters, P. (1998) Investigating drivers of bank loyalty; the complex relationship between image, service quality and satisfaction, International Journal of Bank Marketing, Vol.16 (7), 276- 286
10. Bolton, N.R., Kanna, P.K., Bramlett, D.M. (2000) Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value, Journal of the Academy of Marketing Science, Vol.28 (1), 95-108
11. Brown, M., Pope, N., Voges, K. (2003) Buying or browsing? An exploration of shopping orientations and online purchase intention, European Journal of Marketing, Vol. 37 (10/11), 1666-1684
12. Cai, S., Jun M. (2003) Internet users’ perceptions of online service quality: a comparison of online buyers and information searchers, Managing Service Quality Vol. 13 (6), 504-519
13. Caruana, A. (2002) Service loyalty: the effects of service quality and the mediating role of customer satisfaction, European Journal of Marketing, Vol. 36 (6/7), 811-828
14. Değişim.tr, (2002) İnternetle Gelişimde Türkiye, Arthur Andersen Yönetim ve İnsan Kaynakları Danışmanlığı, Türkiye İş Bankası, Kültür Yayınları, İstanbul
15. Dick, A.S., Basu, K. (1994) Customer Loyalty: Toward an Integrated Conceptual Framework, Journal of the Academy of Marketing Science, Vol. 22, No.2, 99-114
16. Dowling, G.R., Uncles, M. (1997) Do Customer Loyalty Really Work?, Sloan Management Review, Vol.38 (4), 71-83
17. Enginkaya, E. (2006) Elektronik Perakendecilik ve Elektronik Alışveriş, Ege Akademik Bakış, Cilt 6 (1), 10-16
18. Goodwin, R., Ball, B. (1999) Closing the Loop on Loyalty, Marketing Management, Spring, 25-34
19. Gremler, D.D., Brown, S. W. (1999) The loyalty ripple effect, International Journal of Service Industry Management, Vol.10 (3), 271- 279
20. Grewala, D., Gopalkrishnan R. I., Levya, M. (2004) Internet retailing: enablers, limiters and market consequences, Journal of Business Research, Vol. 57, 703-713
21. Griffin, J. (1995) Customer Loyalty How to Earn It, How to Keep It, Lexington Books, New York
22. Jones, M.A., Mothersbaugh D. L. Beatty, S. E. (2002) Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes, Journal of Business Research, Vol. 55 (6), 441–450.
23. Knox, S. D., Denison, T. J. (2000) Store loyalty: its impact on retail revenue. An empirical study of purchasing behavior in the UK, Journal of Retailing and Consumer Services, Vol.7, 33- 45
24. Kotler, P. (1997) Marketing Management. Analysis, Planning, Implementation and Control, 9th Edition., Prentice Hall, New Jersey
25. Kotler, P. (2001) Kotler ve Pazarlama, Sistem Yayıncılık, İstanbul
26. Kuttner, R. (1998) The net: a market too perfect for profits, BusinessWeek, (May, 11) 20
27. Morgan, R. M., Hunt, S.D. (1994) The Commitment-Trust Theory of Relationship Marketing, Journal of Marketing, Vol.58, July, 20-38
28. Nguyen, Nh. LeBlanc, G. (1998) The mediating role of corporate image on customer’s retention decision: an investigation in financial services, International Journal of Bank Marketing, Vol.16 (2), 52-65
29. Odabaşı, Y. (1998) Tüketici Davranışı ve Pazarlama Stratejisi, 2. Baskı, Anadolu Üniversitesi Yayınları, No.908, Eskişehir
30. Odabaşı, Y. (2000) Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Sistem Yayıncılık
31. Oliver, R.L.. (1999) Whence Customer Loyalty?, Journal of Marketing, Vol.63, Special Issue, 33-44
32. Reichheld F. F, Schefter P. (2000) E-loyalty: your secret weapon on the Web, Harvard Business Review, July-August, 105-113
33. Reichheld, F. F., Sasser W. E. (1990) Zero Defections: Quality Comes to Services, Harvard Business Review, Vol.68, Sep-Oct, 105-111
34. Selnes, F. (1993) An examination of the effect of Product Performance on Brand Reputation, Satisfaction and Loyalty, European Journal of Marketing, Vol.27 (9), 19-35
35. Sewell, C., Brown, P. (1998) Customers For Life, Doubleday Publishing Group Inc., Pocket Books, New York
36. Srinivasana, S. S., Andersona, R., Ponnavolub, K. (2002) Customer loyalty in e-commerce: an exploration of its antecedents and consequences, Journal of Retailing, Vol. 78 (1), 41-50
37. Szymanski, D. M., Hise, R. T. (2000) E-Satisfaction: An Initial Examination, Journal of Retailing, Vol. 76 (3), 309-322
38. Tanyeri, M., Barutçu, S. (2005) Hizmet Sektöründe Müşteri Bağlılığının Önemi ve Müşteri Bağlılığının Sağlanmasında İlişki Pazarlamasının Rolü (Banka İşletmelerinde Bir Uygulama), Sosyal ve Ekonomik Araştırmalar Dergisi, Yıl 5 (9), 183-202
39. Tek, Ö.B. (2004) Akıllı Perakendeci Mağazalar, Dünya Gazetesi, 16.04.2004, veya (http://web.deu.edu.tr/baybars/kopyaa/Tekmagazg.htm)
40. Uncles, M., Laurent, G. (1997), International Journal of Research in Marketing, Vol. 14 (5), 399-404
41. Wang, F., Head, M.M. (2001) A model for Web-based information systems in e-retailing, Internet Research: Electronic Networking Applications and Policy, Vol. 11 (4), 310-321
42. Wolfinbarger, M. Gilly, M.C.,(2003) eTailQ: dimensionalizing, measuring and predicting eTail quality, J. of Retailing, Vol. 79, 183-198
43. Yao, D.Q., Liu, J.J. (2005) Competitive pricing of mixed retail and e-tail distribution channels, Ömega, Vol. 33, 235-247
44. Yun, Z. S., Good, L. K. (2007) Developing customer loyalty from e-tail store image attributes, Managing Service Quality, Vol. 17 (1), 4-22
45. Zeithaml, V.A., Parasuraman, A., Malhotra, A. (2000), A conceptual framework for understanding e-service quality: implications for future research and managerial practice, Working Paper, Marketing Science Institute, Cambridge, MA, USA

PERAKENDECİLİK SEKTÖRÜNDE TEKNOLOJİK DEĞİŞİM: E-PERAKENDECİLİK, E-MAĞAZA BAĞLILIĞI VE E-MAĞAZA BAĞLILIĞINI ETKİLEYEN FAKTÖRLER

Year 2008, Volume: 13 Issue: 1, 317 - 334, 01.03.2008

Yrd.Doç.Dr.Süleyman Barutçu

Abstract

Bu çalışmada, e-perakendecilik sektöründe e-mağaza bağlılığının (sanal veya elektronik mağaza bağlılığı) önemi açıklanmış ve e-mağaza bağlılığını etkileyen faktörler internette yapılan alan araştırması ile analiz edilmiştir. Araştırma sonuçları; e-müşteri memnuniyeti, güven ve ödüllendirmenin e-mağaza bağlılığı oluşturmada çok önemli rolü bulunduğu, ancak kişiselleştirmenin e-mağaza bağlılığı oluşturmada çok önemli bir rolünün bulunmadığını göstermiştir. Araştırma sonuçlarına göre e-mağaza yöneticilerine önerilerde bulunulmuştur

Keywords

E-perakendecilik, e-mağaza bağlılığı, e-mağaza bağlılığını etkileyen faktörler

References

1. Altunışık, R. Çoşkun R., Bayraktaroğlu S., Yıldırım, E. (2005) Sosyal Bilimlerde Araştırma Yöntemleri, Genişletilmiş 4. Baskı, Sakarya Kitabevi, Sakarya
2. Altıntaş, M. H. (2000) Tüketici Davranışları, Alfa Basım Yayım Dağıtım Ltd., İstanbul
3. Andreassen, W. T., Lindestad, B. (1998) Customer loyalty and complex services, International Journal of Service Industry Management, Vol.9, No.1, 7-23
4. Aydın, Ö. (2007) E-Perakendede Şaşırtan Büyüme, www.capital. com.tr/haber.aspx?HBR_KOD=4032, Erişim Tarihi; 15 Mayıs 2007
5. Aytuğ, S. (1997) Pazarlama Yönetimi, İlkem Ofset, İzmir
6. Balabanis, G. Reynolds, N., Simintiras, A. (2006) Bases of e-store loyalty: Perceived switching barriers and satisfaction, Journal of Business Research, Vol. 59, 214 – 224
7. Barutçu, S. (2006) Measuring E-customer Satisfaction Level From Estores in Internet Marketing, Knowledge Economy and Management Congress Proceedings, Kocaeli, Turkey, November 3-5.Vol. I, 699-713
8. Bloemer, J., Ruyter K. (1998) On the relationship between store image, store satisfaction and store loyalty, European Journal of Marketing, Vol.32, No.5/6, 499-513
9. Bloemer, J., Ruyter K., Peeters, P. (1998) Investigating drivers of bank loyalty; the complex relationship between image, service quality and satisfaction, International Journal of Bank Marketing, Vol.16 (7), 276- 286
10. Bolton, N.R., Kanna, P.K., Bramlett, D.M. (2000) Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value, Journal of the Academy of Marketing Science, Vol.28 (1), 95-108
11. Brown, M., Pope, N., Voges, K. (2003) Buying or browsing? An exploration of shopping orientations and online purchase intention, European Journal of Marketing, Vol. 37 (10/11), 1666-1684
12. Cai, S., Jun M. (2003) Internet users’ perceptions of online service quality: a comparison of online buyers and information searchers, Managing Service Quality Vol. 13 (6), 504-519
13. Caruana, A. (2002) Service loyalty: the effects of service quality and the mediating role of customer satisfaction, European Journal of Marketing, Vol. 36 (6/7), 811-828
14. Değişim.tr, (2002) İnternetle Gelişimde Türkiye, Arthur Andersen Yönetim ve İnsan Kaynakları Danışmanlığı, Türkiye İş Bankası, Kültür Yayınları, İstanbul
15. Dick, A.S., Basu, K. (1994) Customer Loyalty: Toward an Integrated Conceptual Framework, Journal of the Academy of Marketing Science, Vol. 22, No.2, 99-114
16. Dowling, G.R., Uncles, M. (1997) Do Customer Loyalty Really Work?, Sloan Management Review, Vol.38 (4), 71-83
17. Enginkaya, E. (2006) Elektronik Perakendecilik ve Elektronik Alışveriş, Ege Akademik Bakış, Cilt 6 (1), 10-16
18. Goodwin, R., Ball, B. (1999) Closing the Loop on Loyalty, Marketing Management, Spring, 25-34
19. Gremler, D.D., Brown, S. W. (1999) The loyalty ripple effect, International Journal of Service Industry Management, Vol.10 (3), 271- 279
20. Grewala, D., Gopalkrishnan R. I., Levya, M. (2004) Internet retailing: enablers, limiters and market consequences, Journal of Business Research, Vol. 57, 703-713
21. Griffin, J. (1995) Customer Loyalty How to Earn It, How to Keep It, Lexington Books, New York
22. Jones, M.A., Mothersbaugh D. L. Beatty, S. E. (2002) Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes, Journal of Business Research, Vol. 55 (6), 441–450.
23. Knox, S. D., Denison, T. J. (2000) Store loyalty: its impact on retail revenue. An empirical study of purchasing behavior in the UK, Journal of Retailing and Consumer Services, Vol.7, 33- 45
24. Kotler, P. (1997) Marketing Management. Analysis, Planning, Implementation and Control, 9th Edition., Prentice Hall, New Jersey
25. Kotler, P. (2001) Kotler ve Pazarlama, Sistem Yayıncılık, İstanbul
26. Kuttner, R. (1998) The net: a market too perfect for profits, BusinessWeek, (May, 11) 20
27. Morgan, R. M., Hunt, S.D. (1994) The Commitment-Trust Theory of Relationship Marketing, Journal of Marketing, Vol.58, July, 20-38
28. Nguyen, Nh. LeBlanc, G. (1998) The mediating role of corporate image on customer’s retention decision: an investigation in financial services, International Journal of Bank Marketing, Vol.16 (2), 52-65
29. Odabaşı, Y. (1998) Tüketici Davranışı ve Pazarlama Stratejisi, 2. Baskı, Anadolu Üniversitesi Yayınları, No.908, Eskişehir
30. Odabaşı, Y. (2000) Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Sistem Yayıncılık
31. Oliver, R.L.. (1999) Whence Customer Loyalty?, Journal of Marketing, Vol.63, Special Issue, 33-44
32. Reichheld F. F, Schefter P. (2000) E-loyalty: your secret weapon on the Web, Harvard Business Review, July-August, 105-113
33. Reichheld, F. F., Sasser W. E. (1990) Zero Defections: Quality Comes to Services, Harvard Business Review, Vol.68, Sep-Oct, 105-111
34. Selnes, F. (1993) An examination of the effect of Product Performance on Brand Reputation, Satisfaction and Loyalty, European Journal of Marketing, Vol.27 (9), 19-35
35. Sewell, C., Brown, P. (1998) Customers For Life, Doubleday Publishing Group Inc., Pocket Books, New York
36. Srinivasana, S. S., Andersona, R., Ponnavolub, K. (2002) Customer loyalty in e-commerce: an exploration of its antecedents and consequences, Journal of Retailing, Vol. 78 (1), 41-50
37. Szymanski, D. M., Hise, R. T. (2000) E-Satisfaction: An Initial Examination, Journal of Retailing, Vol. 76 (3), 309-322
38. Tanyeri, M., Barutçu, S. (2005) Hizmet Sektöründe Müşteri Bağlılığının Önemi ve Müşteri Bağlılığının Sağlanmasında İlişki Pazarlamasının Rolü (Banka İşletmelerinde Bir Uygulama), Sosyal ve Ekonomik Araştırmalar Dergisi, Yıl 5 (9), 183-202
39. Tek, Ö.B. (2004) Akıllı Perakendeci Mağazalar, Dünya Gazetesi, 16.04.2004, veya (http://web.deu.edu.tr/baybars/kopyaa/Tekmagazg.htm)
40. Uncles, M., Laurent, G. (1997), International Journal of Research in Marketing, Vol. 14 (5), 399-404
41. Wang, F., Head, M.M. (2001) A model for Web-based information systems in e-retailing, Internet Research: Electronic Networking Applications and Policy, Vol. 11 (4), 310-321
42. Wolfinbarger, M. Gilly, M.C.,(2003) eTailQ: dimensionalizing, measuring and predicting eTail quality, J. of Retailing, Vol. 79, 183-198
43. Yao, D.Q., Liu, J.J. (2005) Competitive pricing of mixed retail and e-tail distribution channels, Ömega, Vol. 33, 235-247
44. Yun, Z. S., Good, L. K. (2007) Developing customer loyalty from e-tail store image attributes, Managing Service Quality, Vol. 17 (1), 4-22
45. Zeithaml, V.A., Parasuraman, A., Malhotra, A. (2000), A conceptual framework for understanding e-service quality: implications for future research and managerial practice, Working Paper, Marketing Science Institute, Cambridge, MA, USA

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Details

Primary Language	Turkish
Journal Section	Articles
Authors	Yrd.Doç.Dr.Süleyman Barutçu This is me
Publication Date	March 1, 2008
Published in Issue	Year 2008 Volume: 13 Issue: 1

Cite

APA	Barutçu, .Y. (2008). PERAKENDECİLİK SEKTÖRÜNDE TEKNOLOJİK DEĞİŞİM: E-PERAKENDECİLİK, E-MAĞAZA BAĞLILIĞI VE E-MAĞAZA BAĞLILIĞINI ETKİLEYEN FAKTÖRLER. Süleyman Demirel Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, 13(1), 317-334.

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