E-Ticaret Tüketicilerinin Covid-19 Pandemisi Sırasında E-Ticarete Yönelik Görüşleri
Yıl 2022,
, 1047 - 1060, 30.11.2022
Damla Karagozlu
,
Shylet Ganyaupfu
Öz
Teknoloji gelişimi devam ederken e-ticaretin büyümesi de doğru orantılı olarak her geçen yıl artmaya devam etmektedir. Covid-19 salgını Dünya’yı etkilemiş, ve kontaminasyondan kaçınmak için bireyleri yaşam tarzlarını değiştirmeye zorlamıştır. DSÖ tarafından önerilen covid-19 önleme protokolleri Dünya çapında uygulamaya konulmuş ve tüketiciler ürün ve hizmet satın almak için e-ticaret gibi temassız yöntemlere ihtiyaç duymuşlardır. Bu çalışmada tüketicilerin Covid-19 pandemisi döneminde e-ticarete yönelik görüşleri araştırılmaktadır. Araştırma kapsamında bir anket oluşturulmuş ve katılımcılara çevrimiçi olarak dağıtılmıştır. Çalışma örneklemi 419 katılımcıdan oluşurken, toplanan verileri analiz etmek için tanımlayıcı istatistikler kullanılmıştır. Sonuçlar, katılımcıların Covid-19 salgını sırasında e-ticareti faydalı ve tatmin edici bulduğunu ve e-ticareti kullanmaya devam etme niyetlerinin yüksek olduğunu göstermiştir. Sonuçlar ayrıca, hassas bilgi gizliliğini koruma konusunda e-ticaret sitelerine duyulan güvenin düşük bir düzeyde olduğunu göstermiştir.
Kaynakça
- Beckers, J., Weekx, S., Beutels, P., & Verhetsel, A. (2021). COVID-19 and retail: The catalyst for e-commerce in Belgium? Journal of Retailing and Consumer Services, 62, 102645. doi:https://doi.org/10.1016/j.jretconser.2021.102645
- Buldeo Rai, H., Touami, S., & Dablanc, L. (2022). Autonomous e-commerce delivery in ordinary and exceptional circumstances. The French case. Research in Transportation Business & Management, 100774. doi:https://doi.org/10.1016/j.rtbm.2021.100774
- Cruz-Cárdenas, J., Zabelina, E., Guadalupe-Lanas, J., Palacio-Fierro, A., & Ramos-Galarza, C. (2021). COVID-19, consumer behavior, technology, and society: A literature review and bibliometric analysis. Technological Forecasting and Social Change, 173, 121179. doi:https://doi.org/10.1016/j.techfore.2021.121179
- Ethan, C.-F. (2022). Global Ecommerce Forecast 2022. Retrieved from eMarketer: https://www.emarketer.com/content/global-ecommerce-forecast-2022
- Fan, X., Yin, Z., & Liu, Y. (2020). The value of horizontal cooperation in online retail channels. Electronic Commerce Research and Applications, 39, 100897. doi:https://doi.org/10.1016/j.elerap.2019.100897
- Gliem, J., & Gliem, R. (2003). Calculating, Interpreting, And Reporting Cronbach’s Alpha Reliability Coefficient For Likert-Type Scales. 2003 Midwest Research to Practice Conference in Adult, Continuing, and Community Education, (pp. 82-88). Retrieved from https://scholarworks.iupui.edu/bitstream/handle/1805/344/Gliem%20%26%20Gliem.pdf?sequence=1.
- Guthrie, C., Fosso-Wamba, S., & Arnaud, J. B. (2021). Online consumer resilience during a pandemic: An exploratory study of e-commerce behavior before, during and after a COVID-19 lockdown. Journal of Retailing and Consumer Services, 61, 102570. doi:https://doi.org/10.1016/j.jretconser.2021.102570
- Kawasaki, T., Wakashima, H., & Shibasaki, R. (2021). The use of e-commerce and the COVID-19 outbreak: A panel data analysis in Japan. Transport Policy. doi:https://doi.org/10.1016/j.tranpol.2021.10.023
- Kumar, V., & Ayodeji, O. G. (2021). E-retail factors for customer activation and retention: An empirical study from Indian e-commerce customers. Journal of Retailing and Consumer Services, 59, 102399. doi:https://doi.org/10.1016/j.jretconser.2020.102399
- Naeem, M. (2021). Do social media platforms develop consumer panic buying during the fear of Covid-19 pandemic. Journal of Retailing and Consumer Services, 58, 102226. doi:https://doi.org/10.1016/j.jretconser.2020.102226
- Nisar, T. M., & Prabhakar, G. (2017). What factors determine e-satisfaction and consumer spending in e-commerce retailing? Journal of Retailing and Consumer Services, 39, 135-144. doi:https://doi.org/10.1016/j.jretconser.2017.07.010
- Ong, C. E., & Teh, D. (2016). Redress procedures expected by consumers during a business-to-consumer e-commerce dispute. Electronic Commerce Research and Applications, 17, 150-160. doi:https://doi.org/10.1016/j.elerap.2016.04.006
- Prentice, C., Nguyen, M., Nandy, P., Aswin Winardi, M., Chen, Y., Le Monkhouse, L., . . . Stantic, B. (2021). Relevant, or irrelevant, external factors in panic buying. Journal of Retailing and Consumer Services, 102587. doi:https://doi.org/10.1016/j.jretconser.2021.102587
- Tian, Y., & Stewart, C. M. (2006). History of E-Commerce. In Encyclopedia of e-commerce, e-government, and mobile commerce (pp. 559-564). IGI Global.
- Tolstoy, D., Nordman, E. R., Hånell, S. M., & Özbek, N. (2020). The development of international e-commerce in retail SMEs: An effectuation perspective. Journal of World Business, 101165. doi:https://doi.org/10.1016/j.jwb.2020.101165
- Tran, L. T. (2021). Managing the effectiveness of e-commerce platforms in a pandemic. Journal of Retailing and Consumer Services, 58, 102287. doi:https://doi.org/10.1016/j.jretconser.2020.102287
- World Health Organization. (2020). Timeline: WHO's COVID-19 response. Retrieved from WHO: https://www.who.int/emergencies/diseases/novel-coronavirus-2019/interactive-timeline#!
- Zanetta, L. D., Hakim, M. P., Gastaldi, G. B., Seabra, L. M., Rolim, P. M., Nascimento, L. G., . . . da Cunha, D. T. (2021). The use of food delivery apps during the COVID-19 pandemic in Brazil: The role of solidarity, perceived risk, and regional aspects. Food Research International, 149, 110671. doi:https://doi.org/10.1016/j.foodres.2021.110671
Customers’ View of E-commerce During the Covid-19 Pandemic
Yıl 2022,
, 1047 - 1060, 30.11.2022
Damla Karagozlu
,
Shylet Ganyaupfu
Öz
As technology continues to advance, e-commerce’s growth continues to increase with each passing year. The Covid-19 pandemic has affected the world and has compelled many individuals to adjust their lifestyles accordingly as to avoid contamination. Because of the covid-19 prevention protocols implemented globally and advised by WHO, consumers have found themselves in need of contactless methods of purchasing goods and services like e-commerce. Customers’ views of e-commerce during the Covid-19 pandemic are investigated in this study. A survey was created for this study and a questionnaire was distributed online to participants of all nationalities. The study included 419 respondents and used descriptive statistics to analyse collected data. Results showed that participants found e-commerce to be useful and satisfactory during the Covid-19 pandemic and have a high intention to continue using e-commerce. Results also showed a low sense of security in participants when it comes to providing sensitive information and trusting e-commerce sites to protect their privacy.
Kaynakça
- Beckers, J., Weekx, S., Beutels, P., & Verhetsel, A. (2021). COVID-19 and retail: The catalyst for e-commerce in Belgium? Journal of Retailing and Consumer Services, 62, 102645. doi:https://doi.org/10.1016/j.jretconser.2021.102645
- Buldeo Rai, H., Touami, S., & Dablanc, L. (2022). Autonomous e-commerce delivery in ordinary and exceptional circumstances. The French case. Research in Transportation Business & Management, 100774. doi:https://doi.org/10.1016/j.rtbm.2021.100774
- Cruz-Cárdenas, J., Zabelina, E., Guadalupe-Lanas, J., Palacio-Fierro, A., & Ramos-Galarza, C. (2021). COVID-19, consumer behavior, technology, and society: A literature review and bibliometric analysis. Technological Forecasting and Social Change, 173, 121179. doi:https://doi.org/10.1016/j.techfore.2021.121179
- Ethan, C.-F. (2022). Global Ecommerce Forecast 2022. Retrieved from eMarketer: https://www.emarketer.com/content/global-ecommerce-forecast-2022
- Fan, X., Yin, Z., & Liu, Y. (2020). The value of horizontal cooperation in online retail channels. Electronic Commerce Research and Applications, 39, 100897. doi:https://doi.org/10.1016/j.elerap.2019.100897
- Gliem, J., & Gliem, R. (2003). Calculating, Interpreting, And Reporting Cronbach’s Alpha Reliability Coefficient For Likert-Type Scales. 2003 Midwest Research to Practice Conference in Adult, Continuing, and Community Education, (pp. 82-88). Retrieved from https://scholarworks.iupui.edu/bitstream/handle/1805/344/Gliem%20%26%20Gliem.pdf?sequence=1.
- Guthrie, C., Fosso-Wamba, S., & Arnaud, J. B. (2021). Online consumer resilience during a pandemic: An exploratory study of e-commerce behavior before, during and after a COVID-19 lockdown. Journal of Retailing and Consumer Services, 61, 102570. doi:https://doi.org/10.1016/j.jretconser.2021.102570
- Kawasaki, T., Wakashima, H., & Shibasaki, R. (2021). The use of e-commerce and the COVID-19 outbreak: A panel data analysis in Japan. Transport Policy. doi:https://doi.org/10.1016/j.tranpol.2021.10.023
- Kumar, V., & Ayodeji, O. G. (2021). E-retail factors for customer activation and retention: An empirical study from Indian e-commerce customers. Journal of Retailing and Consumer Services, 59, 102399. doi:https://doi.org/10.1016/j.jretconser.2020.102399
- Naeem, M. (2021). Do social media platforms develop consumer panic buying during the fear of Covid-19 pandemic. Journal of Retailing and Consumer Services, 58, 102226. doi:https://doi.org/10.1016/j.jretconser.2020.102226
- Nisar, T. M., & Prabhakar, G. (2017). What factors determine e-satisfaction and consumer spending in e-commerce retailing? Journal of Retailing and Consumer Services, 39, 135-144. doi:https://doi.org/10.1016/j.jretconser.2017.07.010
- Ong, C. E., & Teh, D. (2016). Redress procedures expected by consumers during a business-to-consumer e-commerce dispute. Electronic Commerce Research and Applications, 17, 150-160. doi:https://doi.org/10.1016/j.elerap.2016.04.006
- Prentice, C., Nguyen, M., Nandy, P., Aswin Winardi, M., Chen, Y., Le Monkhouse, L., . . . Stantic, B. (2021). Relevant, or irrelevant, external factors in panic buying. Journal of Retailing and Consumer Services, 102587. doi:https://doi.org/10.1016/j.jretconser.2021.102587
- Tian, Y., & Stewart, C. M. (2006). History of E-Commerce. In Encyclopedia of e-commerce, e-government, and mobile commerce (pp. 559-564). IGI Global.
- Tolstoy, D., Nordman, E. R., Hånell, S. M., & Özbek, N. (2020). The development of international e-commerce in retail SMEs: An effectuation perspective. Journal of World Business, 101165. doi:https://doi.org/10.1016/j.jwb.2020.101165
- Tran, L. T. (2021). Managing the effectiveness of e-commerce platforms in a pandemic. Journal of Retailing and Consumer Services, 58, 102287. doi:https://doi.org/10.1016/j.jretconser.2020.102287
- World Health Organization. (2020). Timeline: WHO's COVID-19 response. Retrieved from WHO: https://www.who.int/emergencies/diseases/novel-coronavirus-2019/interactive-timeline#!
- Zanetta, L. D., Hakim, M. P., Gastaldi, G. B., Seabra, L. M., Rolim, P. M., Nascimento, L. G., . . . da Cunha, D. T. (2021). The use of food delivery apps during the COVID-19 pandemic in Brazil: The role of solidarity, perceived risk, and regional aspects. Food Research International, 149, 110671. doi:https://doi.org/10.1016/j.foodres.2021.110671