Siparişiniz kargoya verilmiştir: Online alışverişte tüketicilerin kargo deneyimleri

Öz

Elektronik perakendecilik geliştikçe, bu iş modelinin doğası gereği ürünlerin tüketicilere ulaştırılması noktasında kargo taşımacılığı faaliyetleri de önemini artırmakta ve birbirine entegre şekilde işlerlik kazanmaktadır. Bir elektronik ticaret gönderisi, bir ürünün sanal mağazanın alışveriş sepetinden tüketicinin kapısına kadarki teslimat sürecini kapsamaktadır. Bu süreç işletmenin kargo ücreti, ücretsiz kargo promosyonu gibi satış öncesi faktörlerden, zamanında teslimat, takip edilebilirlik gibi taşınma sürecine ve teslim sonrasında iade koşulları gibi faktörlere kadar geniş bir deneyim bütününü içermektedir. Bu çalışma, online alışverişlerde tüketicilerin kargo deneyimlerine odaklanarak, kargo süreci ile ilgili çeşitli unsurların satın alma niyetini belirleyen önemli faktörler olduğu varsayımından yola çıkmıştır. Tüketicilerin online alışverişlerinde kargo süreçlerini bütünsel bir deneyim olarak nasıl değerlendirdiğini, çeşitli kargo faktörlerine (fiyat adaleti, ücretsiz kargo eşiği, zamanında teslimat, kargo takibi ve kargo iade koşulları) nasıl tepki gösterdiğini ve satın alma niyeti arasındaki istatistiksel ilişkileri ampirik bir bağlamda incelemeyi amaçlamıştır. Bu amaçlar doğrultusunda, nicel araştırma yöntemi altında anketler vasıtasıyla kolayda örnekleme yöntemine dayalı olarak 394 katılımcıdan veri sağlanmıştır. Elde edilen bulgular, tüketicilerin online satın alma deneyimlerinde çeşitli kargo faktörlerinin önemli olduğunu ortaya koymuştur. Bulgulara göre, kargo deneyiminin boyutları ile satın alma niyeti arasında pozitif ve anlamlı ilişkiler tespit edilmiştir. Zamanında teslimat ile satın alma niyeti arasında ilişki ise istatistiksel olarak anlamlı olmamıştır.

Anahtar Kelimeler

• Online alışveriş
• elektronik perakende
• kargo
• satın alma niyeti

Your order has been shipped: Shipping experiences of consumers in online shopping

Öz

As electronic retailing evolves, the nature of this business model necessitates increasing importance and integration of shipping and logistics activities in delivering products to consumers. An electronic commerce shipment involves delivering a product from the virtual store's shopping cart to the consumer's doorstep. This process covers a broad spectrum of experiences, ranging from pre-sale factors such as shipping fees and free shipping promotions to aspects of the transportation process such as on-time delivery and traceability, as well as post-delivery conditions like return policies. This study is premised on the assumption that various factors related to the shipping process are significant determinants of purchase intention, with a focus on consumers' shipping experiences in online shopping. It aims to examine how consumers perceive the shipping process as a holistic experience, react to various shipping factors (such as price fairness, free shipping thresholds, on-time delivery, shipment tracking, and shipping return conditions), and investigate the statistical relationships between these factors and purchase intention in an empirical context. Towards these objectives, data from 394 participants were collected through surveys using the convenience sampling method under the quantitative research methodology. The findings suggest that various shipping factors significantly influence consumers' online shopping experiences. According to the results, positive and significant relationships exist between dimensions of the shipping experience and purchase intention. However, the relationship between on-time delivery and purchase intention was not statistically significant.

Anahtar Kelimeler

• Online shopping
• electronic retailing
• shipping
• purchase intention

Kaynakça

1. AHMAD, S. N., & CALLOW, M. (2018). “Free Shipping or Dollar off? The Moderating Effects of List Price and E-Shopping Experience on Consumer Preference for Online Discount”. International Journal of Electronic Commerce Studies, 9(1): 55-70.
2. ALVI, M. (2016). “A Manual for Selecting Sampling Techniques in Research. Munich Personal Repec Archive”, https://mpra.ub.uni-muenchen.de/70218/1/MPRA_paper_70218.pdf, 02.03.2024
3. AMAZON (2024). “Prime”, https://www.amazon.com.tr/prime, 20.03.2024
4. AZIZ N. A., ZANI, A. M., NGAH, N. E., ISMAIL, R., MOHAMAD, Z., & MOHAMAD, N. I. B. (2023). “Online Shopping During Pandemic Covid 19: The Factors of Information Quality and Safety Towards Customer Satisfaction”. International Journal of Academic Research in Business and Social Sciences, 2023(1): 244-257.
5. BALASUBRAMANIAN, S., KONANA, P., & MENON, N. M. (2003). Customer Satisfaction in Virtual Environments: A Study of Online Investing. Management Science, 49(7): 871-889.
6. BALCI, G. (2021). “Digitalization in Container Shipping: Do Perception and Satisfaction Regarding Digital Products in a Non-Technology Industry Affect Overall Customer Loyalty?”. Technological Forecasting and Social Change, 172: 121016.
7. BALCI, G., ÇALIŞKAN, A., & YUEN, K. F. (2019). “Relational Bonding Strategies, Customer Satisfaction, and Loyalty in the Container Shipping Market”. International Journal of Physical Distribution & Logistics Management, 49(8): 816-838.
8. BARTLETT, J. E., KOTRLIK, J. W., & HIGGINS, C. C. (2001). “Organizational Research: Determining Appropriate Sample Size in Survey Research, Appropriate Sample Size in Survey Research”. Information Technology, Learning, and Performance Journal, 19(1): 43-50.

9. BAŞTÜRK, S., ve TAŞTEPE, M. (2013). “Evren ve Örneklem”. Bilimsel Araştırma Yöntemleri içinde (129-159). Vize Yayıncılık, Ankara.
10. BAUBONIENĖ, Ž., & GULEVIČİŪTĖ, G. (2015). “E-Commerce Factors Influencing Consumers ‘Online Shopping Decision”. Social Technologies, 5(1): 62-73.
11. BAUMGARTNER, H., & HOMBURG, C. (1996). “Applications of Structural Equation Modeling in Marketing and Consumer Research: A Review”. International Journal of Research in Marketing, 13(2): 139-161
12. BAYIR, T. (2022). “Online Alışverişlerde Satış Sonrası Hizmetler ile E-Sadakat İlişkisinde, E-Memnuniyetin Aracılık Rolü: Y Kuşağı Tüketicileri Üzerine Bir Araştırma”. Süleyman Demirel Üniversitesi Vizyoner Dergisi, 13(33): 221-235.
13. BENTLER, P. M. (1980). “Multivariate Analysis with Latent Variables: Causal modeling”. Annual Review of Psychology, 31: 419-456.
14. BENTLER, P. M., & BONETT, D. G. (1980). “Significance Tests and Goodness of Fit in the Analysis of Covariance Structures”. Psychological Bulletin, 88: 588-606.
15. BERNHOFEN, D. M., EL-SAHLI, Z., & KNELLER, R. (2016). “Estimating the Effects of the Container Revolution on World Trade”. Journal of International Economics, 98: 36-50.
16. BIGCOMMERCE (2024). “The Secret to Turning Ecommerce Shipping into a Key Differentiator”, https://www.bigcommerce.com/articles/business-management/ecommerce-shipping/, 11.03.2024
17. BİLGİHAN, A., OKUMUŞ, F., NUSAIR, K., & BUJISIC, M. (2013). “Online Experiences: Flow Theory, Measuring Online Customer Experience in E-Commerce and Managerial Implications for the Lodging Industry”. Information Technology & Tourism, 14(1): 49-71.
18. BİRFATURA (2024). “Hepsiburada Cezaları Nelerdir?”, https://birfatura.com/hepsiburada-cezalari-nelerdir/, 09.03.2024
19. BROWN, J. D. (2002). “The Cronbach Alpha Reliability Estimate”. JALT Testing & Evaluation SIG Newsletter, 6(1): 17-19.
20. BROWNE, M. W., & CUDECK, R. (1993). “Alternative Ways of Assessing Model Fit”. In Bollen, K. A., & Long, J. S. (Eds.), Testing structural equation models (136-162). Sage, Beverly Hills, CA.
21. BYRNE, B. M. (2001). “Structural Equation Modeling with AMOS, EQS, and LISREL: Comparative Approaches to Testing for the Factorial Validity of a Measuring Instrument”. International Journal of Testing, 1(1): 55- 86.
22. CAO, Y., AJJAN, H., & HONG, P. (2018). “Post-Purchase Shipping and Customer Service Experiences in Online Shopping and Their Impact on Customer Satisfaction: An Empirical Study with Comparison”. Asia Pacific Journal of Marketing and Logistics, 30(2): 400-416.
23. CHANG, S., DONG, Y., & WANG, X. (2021). “Optimal Shipping Policy in Retail Competition and Its Effect on Customers”. Electronic Commerce Research and Applications, 45: 101020.
24. CHAUHAN, S., & SINGHAL, C. (2023). “Factors Determining Consumer Satisfaction in Online Shopping: A Quantitative Investigation”. European Economic Letters (EEL), 13(2): 70-75.
25. CHONG, M. H., CHOW, W. Y., CHOW, X. Q., & LIM, C. C. H. (2023). “Consumer Satisfaction in E-Shopping: Shopee Malaysia Case”. Asia Pacific Journal of Management and Education (APJME), 6(1): 94-107.
26. CLICKUS (2024). “We Are Social 2023 Global ve Türkiye Raporu”, https://www.clicksus.com/we-are-social-2023-global-ve-turkiye-raporu, 14.03.2024
27. COCHRAN, W. G. (1977). Sampling Techniques. John Wiley & Sons, New York.
28. COMSCORE (2014). “Study: Consumers Demand More Flexibility When Shopping Online”, https://www.comscore.com/Insights/Press-Releases/2014/6/Study-Consumers-Demand-More-Flexibility-When-Shopping-Online, 26.02.2024
29. COMSCORE (2017). “UPS Pulse of the Online Shopper”, https://pressroom.ups. com/mobile0c9a66/assets/pdf/pressroom/white%20paper/UPS_2017_POTOS_ media%20executive%20summary_FINAL.pdf, 28.07.2018
30. COMSCORE (2023). “Internet Records Historic $1 Trillion Consumer Milestone”, https://www.comscore.com/Insights/Press-Releases/2023/1/Internet-Records-Historic-1-USD-Trillion-Consumer-Milestone, 28.02.2024
31. ÇAKIR, M. (2024). “E-Ticaret Deneyimine İlişkin Değer Algısı: Üniversite Öğrencileri Örneği”. Ömer Halisdemir Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 17(1): 113-129.
32. ÇAKIRLAR, H. (2009). İşletmelerin Lojistik Faaliyetlerinde Dış Kaynak Kullanımı: Trakya Bölgesinde Faaliyet Gösteren İşletmeler Üzerinde Bir İnceleme. Yüksek Lisans Tezi. Trakya Üniversitesi Sosyal Bilimler Enstitüsü, Edirne.
33. ÇOKLUK, Ö., ŞEKERCİOĞLU, G., ve BÜYÜKÖZTÜRK, Ş. (2010). Sosyal Bilimler İçin Çok Değişkenli İstatistik: SPSS ve LISREL Uygulamaları. Pegem Yayınları, Ankara.
34. DARKE, P. R., & DAHL, D. W. (2003). “Fairness and Discounts: The Subjective Value of a Bargain”. Journal of Consumer Psychology, 13(3): 328-338.
35. DE MATTOS, P. G. B., & DOS SANTOS, D. R. (2022). “Reverse Logistics: An Analysis of Business Communication on Discarding Electrical Bicycle Batteries”. International Journal of Management and Sustainability, 12: 158.
36. DIGITAL AGE (2019). Nielsen: Türkiye’de FMCG trendleri ve e -ticaret. Şekerel Erdoğan, D., ve Unutkan, İ., https://digitalage.com.tr/wp-content/uploads/2019/06/Nielsen-Sunumu _ET%C4%B0K.pdf, 12.12.2020
37. EMARKETER (2016). “Worldwide Retail Ecommerce Sales Will Reach $1.915 Trillion This Year”, www.emarketer.com/Article/Worldwide-Retail-Ecommerce-Sales-Will-Reach-1915- Trillion-This-Year/1014369, 26.02.2024
38. DESHPANDE, V., & PENDEM, P. K. (2023). “Logistics Performance, Ratings, and its Impact on Customer Purchasing Behavior and Sales in e-Commerce Platforms”. Manufacturing & Service Operations Management, 25(3): 827-845.
39. DURAN, G. (2017). “Kargo Hizmetlerinin Tüketici Davranışlarına Etkisi Üzerine Bir Uygulama”. Strategic Public Management Journal, 3(5): 109-123.
40. DURSUN, I., KABADAYI, E. T., ve YÜRÜYEN, H. (2022). “Bilimsel Araştırmalarda İnternet Temelli Anketlerin Kullanımı: Akademisyenlerin Görüş, Tercih ve Kaygıları”. Eskişehir Osmangazi Üniversitesi Sosyal Bilimler Dergisi, 23(1): 1-23.
41. ESPER, T. L., JENSEN, T. D., TURNIPSEED, F. L., & BURTON, S. (2003). “The Last Mile: An Examination of Effects of Online Retail Delivery Strategies on Consumers”. Journal of Business Logistics, 24(2): 177-203.
42. FERRAZ, R. M., DA VEIGA, C. P., DA VEIGA, C. R. P., FURQUIM, T. S. G., & DA SILVA, W. V. (2023). “After-Sales Attributes in E-Commerce: A Systematic Literature Review and Future Research Agenda”. Journal of Theoretical and Applied Electronic Commerce Research, 18(1): 475-500.
43. FOKINA, O., & MOTTAEVA, A. (2023). “Consumer Behavior and the Free Shipping: Value for Environmental Economics”. In E3S Web of Conferences (Vol. 371, p. 05055). EDP Sciences.
44. FREEDMAN, L. (2022). “The Shopper Speaks: Is Free Shipping Still Everything To Online Shoppers?”, Digital Commerce 360, https://www.digitalcommerce360.com/2022/09/22/the-shopper-speaks-is-free-shipping-still-everything-to-online-shoppers/, 25.02.2024
45. FRIPPIAT, D., MARQUIS, N., & WILES-PORTIER, E. (2010). Web surveys in the social sciences: An overview. Population, 65(2): 285-311.
46. GEORGE, D., & MALLERY, M. (2010). SPSS for Windows Step by Step: A Simple Guide and Reference, 17.0 Update. Pearson, Boston, USA.
47. GEVAERS, R., VAN DE VOORDE, E., & VANELSLANDER, T. (2014). “Cost Modelling and Simulation of Last-Mile Characteristics in an Innovative B2C Supply Chain Environment with Implications on Urban Areas and Cities”. Procedia-Social and Behavioral Sciences, 125: 398-411.
48. GEGEZ, A. E. (2010). Pazarlama Araştırmaları. Beta Basım Yayım Dağıtım, İstanbul.
49. GÖNCÜ, K. K. (2010). Lojistik Sektöründe Kargo Taşımacılığında Uzak Nokta Çözümleri. Yüksek Lisans Tezi. Trakya Üniversitesi Sosyal Bilimler Enstitüsü, Edirne.
50. GÖZKONAN, Ü. H. (2017). Tedarik Zinciri Yönetiminde Kargo Hizmetleri Memnuniyetinin Online Satın Alma Davranışına Etkisi: İzmir İli Uygulaması. Yüksek Lisans Tezi. Abant İzzet Baysal Üniversitesi Sosyal Bilimler Enstitüsü, Bolu.
51. GUALANDRIS, J., & KALCHSCHMIDT, M. (2014). “Customer Pressure and Innovativeness: Their Role in Sustainable Supply Chain Management”. Journal of Purchasing and Supply Management, 20(2): 92-103.
52. GÜMÜŞ, M., LI, S., OH, W., & RAY, S. (2013). “Shipping Fees or Shipping Free? A Tale of Two Price Partitioning Strategies in Online Retailing”. Production and Operations Management, 22(4): 758-776.
53. HALEEM, A. (2023). “What Consumers Love, and Don’t Love, About Online Shopping”, Digital Commerce 360, https://www.digitalcommerce360.com/2023/11/22/what-consumers-love-about-online-shopping-customer-experience/, 25.02.2024
54. HAN, S., CHEN, S., YANG, K., LI, H., YANG, F., & LUO, Z. (2022). “Free Shipping Policy for Imported Cross-Border E-Commerce Platforms”. Annals of Operations Research, 1: 1-30.
55. HAŞILOĞLU, S. B., BARAN, T., ve AYDIN, O. (2015). “Pazarlama araştırmalarındaki Potansiyel Problemlere Yönelik Bir Araştırma: Kolayda Örnekleme ve Sıklık İfadeli Ölçek Maddeleri”. Pamukkale İşletme ve Bilişim Yönetimi Dergisi, 1: 19-28.
56. HEPSİBURADA (2024). “Premium Kampanyaları”, https://www.hepsiburada.com/premium, 20.03.2024
57. HU, L., & BENTLER, P. M. (1999). “Cutoff Criteria for Fit Indexes in Covariance Structure Analysis: Conventional Criteria Versus New Alternatives”. Structural Equation Modeling, 6(1): 1-55.
58. HSU, S. H. (2008). “Developing an Index for Online Customer Satisfaction: Adaptation of American Customer Satisfaction Index”. Expert systems with Applications, 34(4): 3033-3042.
59. HUANG, W. H., & CHENG, Y. C. (2015). “Threshold Free Shipping Policies for Internet Shoppers”. Transportation Research Part A: Policy and Practice, 82: 193-203.
60. HUANG, W. H., SHEN, G. C., & LIANG, C. L. (2019). “The Effect of Threshold Free Shipping Policies on Online Shoppers’ Willingness to Pay for Shipping”. Journal of Retailing and Consumer Services, 48: 105-112.
61. İLHAN, M., ve ÇETİN, B. (2014). “LISREL ve AMOS Programları Kullanılarak Gerçekleştirilen Yapısal Eşitlik Modeli (YEM) Analizlerine İlişkin Sonuçların Karşılaştırılması”. Journal of Measurement and Evaluation in Education and Psychology, 5(2): 26-42.
62. İNDAP, Ş. (2019). “The Status of Cargo Companies in E-Commerce Logistics and Innovative Solution Proposals to Improve Their Competitiveness”. Journal of Entrepreneurship and Innovation Management, 8(2): 39-67.
63. İŞLER, D. B., YARANGÜMELİOĞLU, D., ve GÜMÜLÜ, E. (2014). “Online Tüketici Satın Alma Davranışlarını Etkileyen Faktörlere Yönelik Bir Durum Değerlendirmesi: Isparta İlinde Bir Uygulama”. Uluslararası Alanya İşletme Fakültesi Dergisi, 6(3): 77-94.
64. JAVED, M. K., WU, M., QADEER, T., MANZOOR, A., NADEEM, A. H., & SHOUSE, R. C. (2020). “Role of Online Retailers’ Post-Sale Services in Building Relationships and Developing Repurchases: A Comparison-Based Analysis Among Male and Female Customers”. Frontiers in Psychology, 11: 594132.
65. JONES, A. L., GRIFFIS, S. E., SCHWIETERMAN, M. A., & DAUGHERTY, P. J. (2019). “Examining the Impact of Shipping Charge Fairness on Consumer Satisfaction and Behavior”. Transportation Journal, 58(2): 101-125.
66. KAHRAMAN, Y. (2020). “Efficiency, Capabilities and Smoothness - Our HL Navigator. Hapag-Lloyd”, https://www.hapag-lloyd.com/en/company/about-us/newsletter/2020/07/efficiency--capabilities-and-smoothness---what-our-customer-orig.html, 25.02.2024
67. KANTARCI, Ö., ÖZALP, M., SEZGİNSOY, C., ÖZAŞKINLI, O., ve CAVLAK, C. (2017). Dijitalleşen Dünyada Ekonominin İtici Gücü: E-Ticaret. Tüsiad Yayını, İstanbul.
68. KATO, T. (2020). “Differences in delivery times’ effects on purchase intentions by the purchase candidates’ sequencing in the Japanese automotive industry”. Journal of Marketing Analytics, 8(4): 234-244.
69. KAZANCI, U., ve BAYARÇELİK, E. B. (2021). “E-Ticaret Lojistiğinin Müşteri Memnuniyeti ve Yeniden Satın Alma Niyeti Üzerindeki Etkileri: Covid-19 Küresel Salgın Dönemi”. Yaşar Üniversitesi E-Dergisi, 17(67): 800-820.
70. KLINE, R. B. (2011). Principles and Practice of Structural Equation Modeling. The Guilford Press, New York.
71. KOTLER, P. (1998). Marketing Management. Prentice Hall, Upper Saddle River.
72. KOUKOVA, N. T., SRIVASTAVA, J., & STEUL-FISCHER, M. (2012).” The Effect of Shipping Fee Structure on Consumers’ Online Evaluations and Choice”. Journal of the Academy of Marketing Science, 40: 759-770.
73. KPMG (2019). “What Do Online Shoppers Really Want? KPMG International Survey Details What Really Matters to Consumers”, KPMG Global, https://assets.kpmg.com/content/dam/kpmg/xx/pdf/2017/01/the-truth-about-online-consumers.pdf, 28.02.2024
74. KREJCIE, R. V., & MORGAN, D. W. (1970). “Determining Sample Size for Research Activities”. Educational and Psychological Measurement, 30(3): 607-610.
75. KUKAR-KINNEY, M., & CLOSE, A. G. (2010). “The Determinants of Consumers’ Online Shopping Cart Abandonment”. Journal of the Academy of Marketing Science, 38: 240-250.
76. KUKAR-KINNEY, M., XIA, L., & MONROE, K. B. (2007). “Consumers’ perceptions of the Fairness of Price-Matching Refund Policies”. Journal of Retailing, 83(3): 325-337.
77. LAVRAKAS, P. J. (2008). Encyclopedia of Survey Research Methods. Sage Publications, Thousand Oaks.
78. LEVIN, A. M., LEVIN, I. R., & HEATH, C. E. (2003). “Product Category Dependent Consumer Preferences for Online and Offline Shopping Features and Their Influence on Multi-Channel Retail Alliances”. Journal of Electronic Commerce Research, 4(3): 85-93.
79. LEWIS, M. (2006). “The Effect of Shipping Fees on Customer Acquisition, Customer Retention, and Purchase Quantities”. Journal of Retailing, 82(1): 13-23.
80. LIN, C. C., WU, H. Y., & CHANG, Y. F. (2011). “The Critical Factors Impact on Online Customer Satisfaction”. Procedia Computer Science, 3: 276-281.
81. LIU, X., HE, M., GAO, F., & XIE, P. (2008). “An Empirical Study of Online Shopping Customer Satisfaction in China: A Holistic Perspective”. International Journal of Retail & Distri"bution Management, 36(11): 919-940.
82. LUO, H., MA, S., RAO, J., ZHENG, Z., LI, M., & XU, H. (2020). “Research on the Influence of Logistics Service Quality on Post-Purchase Behavior in E-Business”. In 2020 IEEE 3rd International Conference on Electronic Information and Communication Technology (ICEICT) (31-34). IEEE.
83. MA, S. (2017). “Fast or Free Shipping Options in Online and Omni-Channel Retail? The Mediating Role of Uncertainty on Satisfaction and Purchase Intentions”. The International Journal of Logistics Management, 28(4): 1099-1122.
84. MA, X., BIAN, W., YANG, X., NIU, S., CAI, Y., GUAN, J., & WANG, W. (2022). “Online Retailer’s Contingent Free-Shipping Decisions Under Large-Scale Promotions Considering Delayed Delivery”. Sustainability, 14(17): 10773.
85. MA, Z., Gao, Q., & CHEN, Y. (2023). “Post-Purchase Trust in E-Commerce: A Theoretical Framework and a Text Mining-Based Assessment Method”. International Journal of Human–Computer Interaction, 39(8): 1643-1661.
86. MARSH, H. W., HAU, K. T., ARTELT, C., BAUMERT, J., & PESCHAR, J. L. (2006). “OECD’s Brief Self-Report Measure of Educational Psychology’s Most Useful Affective Constructs: Cross-Cultural, Psychometric Comparisons Across 25 Countries”. International Journal of Testing, 6(4): 311-360.
87. MENTZER, J. T., FLINT, D. J., & HULT, G. T. M. (2001). “Logistics Service Quality as a Segment-Customized Process”. Journal of Marketing, 65(4): 82-104.
88. MERMERTAŞ, K. (2020). E-perakende sektöründe satış sonrası hizmetlerin müşteri tatmini ve tekrar satın alma niyetine etkisi. Yüksek Lisans Tezi. Maltepe Üniversitesi Lisansüstü Eğitim Enstitüsü, İstanbul.
89. MOHIDEEN, K. S., & SURESH, R. (2016). “Comparative Study on Consumer Satisfaction Towards Select Branded Quick Service Retail Outlets with Special Reference to Chennai City”. International Journal of Engineering and Management Research (IJEMR), 6(6), 81-86."
90. NARAYANAN, S., GRUBER, J., LIEDTKE, G., & ANTONIOU, C. (2022). “Purchase Intention and Actual Purchase of Cargo Cycles: Influencing factors and Policy Insights”. Transportation Research Part A: Policy and Practice, 155: 31-45.
91. OKOYE, K. U., OJIAKU, O. C., & EZENYILMBA, E. U. (2021). “Perceived Risk and Online Purchase Intention for Shopping Goods: Evidence From an Emerging Country Context”. Journal of Research in Business and Management, 9(9): 1-10.
92. PHANEUF, A. (2022). “E-Commerce Statistics: Industry Benchmarks & Growth”, Insider Intelligence, https://www.insiderintelligence.com/insights/ecommerce-industry-statistics/, 26.02.2024
93. PONCE, D., CONTRERAS, I., & LAPORTE, G. (2020). “E-Commerce Shipping Through a Third-Party Supply Chain”. Transportation Research Part E: Logistics and Transportation Review, 140: 101970.
94. RABINOVICH, E., & BAILEY, J. P. (2004). Physical distribution service quality in Internet retailing: service pricing, transaction attributes, and firm attributes. Journal of Operations Management, 21(6), 651-672.
95. RAJENDRAN, S. D., WAHAB, S. N., LING, Y. W., & YUN, L. S. (2018). “The Impact of Logistics Services on the E-Shoppers’ Satisfaction”. International Journal of Supply Chain Management, 7(5): 461-469.
96. RAMANATHAN, R. (2010). “The Moderating Roles of Risk and Efficiency on the Relationship Between Logistics Performance and Customer Loyalty in e-Commerce”. Transportation Research Part E: Logistics and Transportation Review, 46(6): 950-962.
97. RAVULA, P. (2023). “Impact of Delivery Performance on Online Review Ratings: The Role of Temporal Distance of Ratings”. Journal of Marketing Analytics, 11(2): 149-159.
98. REIBSTEIN, D. J. (2002). “What Attracts Customers to Online Stores, and What Keeps Them Coming Back?”. Journal of the academy of Marketing Science, 30(4): 465-473.
99. RESMÎ GAZETE (2013). “Tüketicinin Korunması Hakkında Kanun”,
100. https://www.resmigazete.gov.tr/eskiler/2013/11/20131128-1.htm, 08.03.2024
101. RILEY, J. M., & KLEIN, R. (2021). “How Logistics Capabilities Offered by Retailers Influence Millennials’ Online Purchasing Attitudes and Intentions”. Young Consumers, 22(1): 131-151.
102. ROBERTS, L. (2007). “Opportunities and Constraints of Electronic Research”. In Reynolds, R. A., Woods, R., &
103. Baker, J. D. (Eds.), Handbook of research on electronic surveys and measurement (19-27). IGI Global, USA.
104. RUI, G., XIAXIA, M., & TIANXING, S. (2020). “Research on the Impact of Consumers’ Time Sensitivity on E-commerce Free Shipping Strategy”. In 2020 Chinese Control and Decision Conference (CCDC) (pp. 4204-4209). IEEE.
105. SAKKTHIVEL, A. M., & RAJEV, M. K. G. (2012). “Empirical Investigation on Consumer Purchase Intentions in a Growing Competitive Marketing Environment”. International Journal of Electronic Finance, 6(3-4): 285-297.
106. SANTOS, K. E. S., & SANTOS, A. R. (2020). “Factors Affecting Consumer Satisfaction to Online Shopping”. International Journal of Humanities and Education Development (IJHED), 2(6): 571-575.
107. SCHINDLER, R. M., MORRIN, M., & BECHWATI, N. N. (2005). “Shipping Charges and Shipping‐Charge Skepticism: Implications for Direct Marketers’ Pricing Formats”. Journal of Interactive Marketing, 19(1): 41-53.
108. SCHERMELLEH-ENGEL, K., & MOOSBRUGGER, H. (2003). “Evaluating the Fit of Structural Equation Models: Tests of Significance and Descriptive Goodness-of-Fit Measures”. Methods of Psychological Research Online, 8(2): 23-74.
109. SCHNURR, B., & WETZELS, M. (2020). “The Conditional Enjoyment-Enhancing Effect of Shipping Box Aesthetics”. Journal of Retailing and Consumer Services, 57: 102213.
110. SEKARAN, U. (2003). Research Methods for Business: A Skill-Building Approach. Wiley, New York.
111. SENTHILNATHAN, S. (2019). “Usefulness of Correlation Analysis”. SSRN Electronic Journal, 1: 1-9.
112. SHI, R., & CONRAD, S. A. (2009). “Correlation and Regression Analysis”. Annals of Allergy, Asthma & Immunology, 103(4): 35-41.
113. SHRESTHA, N. (2021). “Factor Analysis as a Tool for Survey Analysis”. American Journal of Applied Mathematics and Statistics, 9(1): 4-11.
114. SONG, L., & LAI, H. (2017). “Identifying Factors Affecting Customer Satisfaction in Online Shopping”. In Proceedings of the 4th Multidisciplinary International Social Networks Conference (1-12). July 17-19, 2017, Bangkok, Thailand.
115. SONGUR, G. (2016). Kargo Taşımacılığında Hizmet Kalitesi ve Kurumsal Müşteri Memnuniyetinin Ölçülmesi: Konya İlinde Bir Araştırma. Yüksek Lisans Tezi. Niğde Üniversitesi Sosyal Bilimler Enstitüsü, Niğde.
116. SUN, G., ÇAVUŞOĞLU, H., & RAGHUNATHAN, S. (2023). “Strategic Implications of Online Retail Platforms’ Membership-Based Free Shipping Programs”. Information Systems Research, 2023: 1.
117. SÜMER, N. (2000). “Yapısal Eşitlik Modelleri: Temel Kavramlar ve Örnek Uygulamalar”. Türk Psikoloji Yazıları, 3(6): 49-74.
118. ŞAHİN, B. (2011). “Dış Kaynaklardan Yararlanma ve İşletme Fonksiyonlarına Uygulanabilirliği”. Sosyal Bilimler Araştırmaları Dergisi, 6(2): 86-106.
119. TABACHNICK, B. G., & FIDELL, L. S. (2013). Using Multivariate Statistics. Pearson Education, Boston.
120. TAŞÇIOĞLU, M. (2020). “Online alışverişlerde Kargo Hizmetlerinin Tüketici Algılarına Etkisi”. OPUS International Journal of Society Researches, 15(23): 2011-2030.
121. E. (2021). Akış Deneyimi: S-O-R Paradigması Temelinde Online İmpulsif Satın Alma Davranışı. Doktora Tezi. Aydın Adnan Menderes Üniversitesi Sosyal Bilimler Enstitüsü, Aydın.
122. TEMEL, E. (2023). “Kafam Çok Karıştı! Sonra Bakarız… Online Alışveriş Sepetini Terk Etme Davranışının Oluşumunda Seçim Paradoksu, Duygusal Kararsızlık ve Tereddüt”. Journal of Internet Applications and Management, 14(2): 26-53.
123. TEMEL, E., ve ARMAĞAN, E. (2022). “Online Alışverişte Tüketiciler Neden Anlık Satın Alma Dürtüsü Gösterir? Sanal Mağaza Uyaranları ve Akış Deneyiminin Rolleri”. Trakya Üniversitesi İktisadi ve İdari Bilimler Fakültesi E-Dergi, 11(2): 122-140.
124. TEMANDO (2017). “The State of Shipping in Commerce 2017”, https://temando.com/en/content/state-shipping-commerce-2017, 28.07.2018
125. TRENDYOL (2024). “Trendyol Elite”, https://www.trendyol.com/s/elite, 20.03.2024
126. T.C. TİCARET BAKANLIĞI E-TİCARET BİLGİ PLATFORMU (2023). Elektronik Ticaret Bilgi Sistemi (Etbis) 2022 Yılı Verileri. https://www.eticaret.gov.tr/dnnqthgzvawtdxraybsaacxtymawm/content/FileManager/Dosyalar/2022%20yılı%20E-Ticaret%20Bülteni%20v2.pdf, 25.02.2024
127. T.C. TİCARET BAKANLIĞI E-TİCARET BİLGİ PLATFORMU (2024). “Kargo Entegrasyonları”, https://www.eticaret.gov.tr/cevrimiciegitim/kargo-entegrasyonlari-48, 27.02.2024 UYSAL, İ., ve KILIÇ, A. (2022). “Normal Dağılım İkilemi”. Anadolu Journal of Educational Sciences International, 12(1): 220-248.
128. UZUN, H. (2013). Kargo Taşımacılık Sektöründe Hizmet Kalitesinin Değerlendirilmesi: AHS ve Topsis Yöntemi. Yüksek Lisans Tezi. Gazi Üniversitesi Sosyal Bilimler Enstitüsü, Ankara.
129. VASIĆ, N., KILIBARDA, M., & KAURIN, T. (2019). “The Influence of Online Shopping Determinants on Customer Satisfaction in the Serbian Market”. Journal of Theoretical and Applied Electronic Commerce Research, 14(2): 70-89.
130. WE ARE SOCIAL (2024). “Digital 2023 Global Overview Report”, https://wearesocial.com/wp-content/uploads/2023/03/Digital-2023-Global-Overview-Report.pdf, 15.03.2024 WIDIANTİ, K. R., CAHYADI, E. R., & SLAMET, A. S. (2021). “The Use Behavior of Tracking and Tracing Services in E-Commerce Logistics”. Jurnal Manajemen dan Organisasi, 12(1): 10-20.
131. WOOD, S. L. (2001). “Remote Purchase Environments: The Influence of Return Policy Leniency on Two-Stage Decision Processes”. Journal of Marketing Research, 38(2): 157-169.
132. WU, J., ZHAO, H., & CHEN, H. (2021). “Coupons or Free Shipping? Effects of Price Promotion Strategies on Online Review Ratings”. Information Systems Research, 32(2): 633-652.
133. XING, Y., GRANT, D. B., MCKINNON, A. C., & FERNIE, J. (2010). “Physical Distribution Service Quality in Online Retailing”. International Journal of Physical Distribution & Logistics Management, 40(5): 415-432.
134. XU, X., MUNSON, C. L., & ZENG, S. (2017). “The Impact of E-Service Offerings on the Demand of Online Customers”. International Journal of Production Economics, 184: 231-244.
135. YANG, L., LI, X., XIA, Y., & ANEJA, Y. P. (2023). “Returns Operations in Omnichannel Retailing with Buy-Online-and-Return-to-Store”. Omega, 119: 102874.
136. YAO, Y., & ZHANG, J. (2012). “Online Retailers, Shipping Fees, and the Bottom Line”, Strategy+Business, https://www.strategy-business.com/article/re00204, 26.02.2024
137. YENGEÇ (2024). “Trendyol Satıcıları İçin Mağaza Ceza Türleri Ve Tutarlar”, https://yengec.co/blog/trendyol-satici-ceza-rehberi/, 03.03.2024
138. YI, Z. (2023). “Research on the Influencing Factors of Last-Mile Delivery Service Quality Based on Service Quality Scale (SERVQUAL)”. International Journal of Innovation, Management and Technology, 14(1): 19-23.
139. YU, Y., & KIM, H. S. (2019). “Online Retailers’ Return Policy and Prefactual Thinking: An Exploratory Study of USA and China E-Commerce Markets”. Journal of Fashion Marketing and Management: An International Journal, 23(4): 504-518.
140. ZHANG, F., & SONG, G. (2016). “Can Delivery Speed Affect Sale in Ecommerce: Evidence From Household Appliance. In 2016 International Conference on Logistics, Informatics and Service Sciences (LISS) (pp. 1-5). IEEE.