“E-hizmet Uygulamalarında Kalite Algısı E-memnuniyet ve E-sadakat Kavramlarının Kültürel Farklılıklara Göre İncelenmesi: İngiltere ve Türkiye Örneği”

Türkan Akıskalı; Olgun Kitapçı

“E-hizmet Uygulamalarında Kalite Algısı E-memnuniyet ve E-sadakat Kavramlarının Kültürel Farklılıklara Göre İncelenmesi: İngiltere ve Türkiye Örneği”

Abstract

Amaç: Bu çalışmanın amacı, Türk ve İngiliz tüketicilerin e-hizmet kalitesi algılarını genel e-hizmet kalitesi, e-memnuniyet ve e-sadakat ile karşılaştırarak, uluslararası e-ticaretin genişlemesiyle ilgili kültürel farklılıkları anlamaktır. Tasarım/Metodoloji/Yaklaşım: Çalışmanın verileri Türkiye ve İngiltere’deki Amazon.com online alışveriş sitesinden alışveriş deneyimi olan internet kullanıcılarından toplandı. Veri analizi için toplam 1233 anket kullanılabilir kabul edildi. Kavramsal modeli test etmek için YEM analizi ve hipotezlerin testi için yol analizi kullanılmıştır. Bulgular: Verimlilik, gizlilik ve çözüm bulma boyutlarının hem Türkiye hem de İngiltere’deki kullanıcılar için genel e-hizmet kalitesi üzerinde etkisi bulunmaktadır. Türkiye örneklemi için e-hizmet kalitesi boyutlarının herhangi birinin e-memnuniyeti üzerinde etkisi olmazken, İngiltere örnekleminde ise iletişimin e-memnuniyet üzerinde etkisi olduğu belirlenmiştir. Genel e-hizmet ve e-memnuniyet arasındaki ilişkiler iki ülke arasında pozitif yönde anlamlı olmuştur. Pratik Uygulamalar: Türkiye ve İngiltere’den katılımcılarla oluşturulan veri setini kullanan bu çalışma, kültürlerarası algıları karşılaştırmıştır. Genel e-hizmet kalitesi ve e-memnuniyet oluşturmada önemli olan e-hizmet kalitesi boyutlarını incelemiştir. Çalışmada belirlenen boyutlar e-hizmet deneyiminin tam bir değerlendirmesine dayanmaktadır. E-perakendeciler hizmet performanslarını küresel olarak genişletmeyi planladıklarında bu çalışmada tanımlanan boyutları kullanabilir. Özgünlük: Bu çalışma kültürel olarak iki farklı ülke; Türkiye ve gelişmiş ülke olan İngiltere’deki tüketicilerin e-hizmet kalitesini nasıl algıladıklarını ortaya koyan ilk çalışmadır

Keywords

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İnternet Kaynakları https://www.statista.com/statistics/1035592/net-sales-amazon-united-kingdom-uk/ (02.04.2020)
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https://www.hofstede-insights.com/ (02.04.2020)

Details

Primary Language

Turkish

Subjects

Business Administration

Journal Section

Research Article

Authors

Türkan Akıskalı ^*
0000-0002-8013-7108
Türkiye

Olgun Kitapçı
0000-0002-5316-985X
Türkiye

Publication Date

July 26, 2021

Submission Date

May 12, 2021

Acceptance Date

June 21, 2021

Published in Issue

Year 2021 Volume: 5 Number: 1

IZ

https://izlik.org/JA99NB74BJ

Cite

RIS / Bibtex

APA

Akıskalı, T., & Kitapçı, O. (2021). “E-hizmet Uygulamalarında Kalite Algısı E-memnuniyet ve E-sadakat Kavramlarının Kültürel Farklılıklara Göre İncelenmesi: İngiltere ve Türkiye Örneği”. Pazarlama İçgörüsü Üzerine Çalışmalar, 5(1), 1-23. https://izlik.org/JA99NB74BJ

AMA

1.Akıskalı T, Kitapçı O. “E-hizmet Uygulamalarında Kalite Algısı E-memnuniyet ve E-sadakat Kavramlarının Kültürel Farklılıklara Göre İncelenmesi: İngiltere ve Türkiye Örneği.” SOMI. 2021;5(1):1-23. https://izlik.org/JA99NB74BJ

Chicago

Akıskalı, Türkan, and Olgun Kitapçı. 2021. “‘E-Hizmet Uygulamalarında Kalite Algısı E-Memnuniyet Ve E-Sadakat Kavramlarının Kültürel Farklılıklara Göre İncelenmesi: İngiltere Ve Türkiye Örneği’”. Pazarlama İçgörüsü Üzerine Çalışmalar 5 (1): 1-23. https://izlik.org/JA99NB74BJ.

EndNote

Akıskalı T, Kitapçı O (July 1, 2021) “E-hizmet Uygulamalarında Kalite Algısı E-memnuniyet ve E-sadakat Kavramlarının Kültürel Farklılıklara Göre İncelenmesi: İngiltere ve Türkiye Örneği”. Pazarlama İçgörüsü Üzerine Çalışmalar 5 1 1–23.

IEEE

[1]T. Akıskalı and O. Kitapçı, “‘E-hizmet Uygulamalarında Kalite Algısı E-memnuniyet ve E-sadakat Kavramlarının Kültürel Farklılıklara Göre İncelenmesi: İngiltere ve Türkiye Örneği’”, SOMI, vol. 5, no. 1, pp. 1–23, July 2021, [Online]. Available: https://izlik.org/JA99NB74BJ

ISNAD

Akıskalı, Türkan - Kitapçı, Olgun. “‘E-Hizmet Uygulamalarında Kalite Algısı E-Memnuniyet Ve E-Sadakat Kavramlarının Kültürel Farklılıklara Göre İncelenmesi: İngiltere Ve Türkiye Örneği’”. Pazarlama İçgörüsü Üzerine Çalışmalar 5/1 (July 1, 2021): 1-23. https://izlik.org/JA99NB74BJ.

JAMA

1.Akıskalı T, Kitapçı O. “E-hizmet Uygulamalarında Kalite Algısı E-memnuniyet ve E-sadakat Kavramlarının Kültürel Farklılıklara Göre İncelenmesi: İngiltere ve Türkiye Örneği”. SOMI. 2021;5:1–23.

MLA

Akıskalı, Türkan, and Olgun Kitapçı. “‘E-Hizmet Uygulamalarında Kalite Algısı E-Memnuniyet Ve E-Sadakat Kavramlarının Kültürel Farklılıklara Göre İncelenmesi: İngiltere Ve Türkiye Örneği’”. Pazarlama İçgörüsü Üzerine Çalışmalar, vol. 5, no. 1, July 2021, pp. 1-23, https://izlik.org/JA99NB74BJ.

Vancouver

1.Türkan Akıskalı, Olgun Kitapçı. “E-hizmet Uygulamalarında Kalite Algısı E-memnuniyet ve E-sadakat Kavramlarının Kültürel Farklılıklara Göre İncelenmesi: İngiltere ve Türkiye Örneği”. SOMI [Internet]. 2021 Jul. 1;5(1):1-23. Available from: https://izlik.org/JA99NB74BJ