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E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS

Yıl 2010, Cilt: 10 Sayı: 1, 15 - 35, 01.02.2010

Süleyman Barutçu

Öz

Kaynakça

  • Aydın, Ö. (2007) Amazing growth in e-tailing industry, http://www.capital.com.tr/ haber.aspx?HBR_KOD=4032, Retrieved May, 21 2007
  • Barutçu, S. (2006a) Measuring E-Customer Satisfaction Level From E-stores in Internet Marketing, Knowledge Economy and Management Congress Proceedings, Kocaeli, Turkey, November 3-5. Vol. I, 699-713
  • Barutçu, S. (2006b) Quality Function Deployment in Effective Website Design: An Application in E-Store Design, Journal of Faculty Business (İşletme Fakültesi Dergisi), Vol.7 (1), 41-63
  • Bhise, H., Farrel, D., Miller, H., Vanier, A. (2000) The duel for the doorstep, The McKinsey Quarterly, No.2, 32-41
  • Bhote, K. R. (1996) Beyond Customer Satisfaction to Customer Loyalty, American Management Association, New York, NY, USA
  • Bitner, M.J., Hubbert, A.R. (1994) Encounter satisfaction versus overall satisfaction versus quality, 72-94, in Rust, R.T., Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, USA
  • Cho, N., Park, S. (2001) Development of Electronic Commerce User-Consumer Satisfaction Index (ECUSI) for Internet Shopping, Industrial Management & Data Systems, Vol. 101 (8), 400-405
  • David, S. J. (2001). Conducting web-based surveys, Practical Assessment Research & Evaluation, Vol. 7 (19) Available online: http://pareonline.net/ getvn.asp?v=7&n=19 Retrieved July 21, 2007
  • Devaraj, S., Fan, M. Kohli, R. (2002) Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics, Information Systems Research, Vol.13 (3), 316-333
  • Dolen, W.M., Dabholkar, P.A., Ruyter, K. (2007) Satisfaction with Online Commercial Group Chat: The Influence of Perceived Technology Attributes, Chat Group Characteristics, and Advisor Communication Style, Journal of Retailing, Vol.83 (3), 339-358
  • Donthu, N. (2001) Does your Web site measure up?, Marketing Management, November/ December, 29-32.
  • Evanschitzky, H. Iyer, G. R., Hesse, J., Ahlert, D. (2004) E-satisfaction: a re- examination, Journal of Retailing, Vol. 80 (3), 239-247
  • Gefen, D. (2002) Customer Loyalty in e-Commerce, Journal of the Association of Information Systems, Vol. 3 (4), 27-51
  • Haubl, G., Trifts, V. (2000) Consumer decision making in e-shopping environments: the effects of interactive decision aids, Marketing Science, Vol. 19 (1), 4-21
  • Janda, S., Trocchia, P.J., Gwinner, K.P. (2002) Consumer perceptions of Internet retail service quality, International Journal of Service Industry Management Vol. 13 (5), 412-431
  • Khalifa, M., Liu, V. (2002) Satisfaction with Internet-Based Services: The Role of Expectations and Desires, International Journal of Electronic Commerce, Vol. 7 (2), 31-49
  • Kim, D.J., Ferin, D. L., Rao H. R. (2003) A Study of the Effect of Consumer Trust on Consumer Expectations and Satisfaction: the Korean Experience, ICEC 2003, Pittsburgh, PA, USA
  • Kim, E. B., Eom, S. B (2002) Designing effective cyber store user interface, Industrial Management & Data Systems, Vol. 102 (5), 241-251
  • Kim, M., Stoel, L. (2005) Salesperson roles: are online retailers meeting customer expectations? International Journal of Retail & Distribution Management, Vol. 33 (4), 284-297
  • Kim, S.Y., Lim,Y. J. (2001) Consumers' Perceived Importance of and Satisfaction with Internet Shopping, Electronic Markets, Vol.11 (3), 148-154
  • Kolesar, M.B., Galbraith, R.W. (2000) A services-marketing perspective on E- retailing: implications for E-retailers and directions for further research, Internet Research-Electronic Networking Vol. 10 (5), 424-438
  • Kotler, P. (2000), Marketing Management, International Edition, Prentice Hall, Englewood Cliffs, NJ, USA
  • Kotzab, M., Madlberger, M. (2001) European retailing in e-transition? An empirical evaluation of web-based retailing - indications from Austria, International Journal of Physical Distribution & Logistics Management, Vol. 31 (6), 440-62
  • Lai, Kee-Hung; Ngai, E and Cheng, T. (2005) Information Technology Adoption in Hong Kong's Logistics Industry, Transportation Journal, Vol.44 (4), 1-10
  • Lim, H., Dubinsky, A.J. (2004) Consumers' perceptions of e-shopping characteristics: an expectancy-value approach, Journal of Services Marketing, Vol. 18 (7), 500-513
  • Lohse, G.L., Spiller, P. (1998) Electronic shopping, Communications of the ACM, Vol. 41 (7), 81-87
  • Loiacono, E.T., Watson, R.T., Goodhue, D.L. (2002) WebQual: a measure of Web site quality, Proceedings of the Winter Educator's Conference, American Marketing Association, Chicago, IL, 432-437
  • Madu, C.N., Madu, A.A. (2002) Dimensions of E-quality, International Journal of Quality and Reliability Management Vol. 19 (3), 246-258
  • McKinney, V., Yoon, K., Zahedi, F.M. (2002) The measurement of web- customer satisfaction: An expectation and disconfirmation approach, Information Systems Research,Vol. 13 (3), 296-315
  • MeCullough, D. (1998) Web-Based market Research: The Dawning of a New Age, Direct Marketing Vol. 61 (8), 36-37
  • Monsuwé, T., Dellaert, B. G.C., Ruyter, K. (2004) What drives consumers to shop online? A literature review, International Journal of Service Industry Management, Vol. 15 (1), 102-121
  • Ngai, E.W.T. (2003) Internet marketing research (1987-2000): a literature review and classification, European Journal of Marketing, Vol. 37 (1/2), 24-49
  • Oliver, R.L. (1980) A cognitive model of the antecedents and consequences of satisfaction judgments, Journal of Marketing Research, Vol. 17, November, 460- 469
  • Oliver, R.L. (1999) Whence Consumer Loyalty, Journal of Marketing, Vol. 63 (Special Issue), 33-44,
  • Reibstein, D.J. (2002) What attracts customers to online stores, and what keeps them coming back?, Journal of the Academy of Marketing Science Vol. 30 (4), 465-473
  • Reichheld, F.F. (1996) The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting Value, Harvard Business School Publications, Boston, MA,USA
  • Shop.Org/Forrester Research (2007) http://www.shop.org/soro07/pr051407.asp, Retrieved June 21, 2007
  • Su, A.Y.L. (2004) Customer satisfaction measurement practice in Taiwan hotels, International Journal of Hospitality Management, Vol. 23 (4), 397-408
  • Szymanski, D. M., Hise, R. T. (2000) E-Satisfaction: An Initial Examination, Journal of Retailing, Vol. 76 (3), 309-322
  • Turkish Statistical Institute, http://www.tuik.gov.tr, Retrieved June 21, 2007
  • 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, Vol. 1 (1), 4-23
  • Wolfinbarger, M., Gilly, M.C. (2003) eTailQ: dimensionalizing, measuring and predicting etail quality, Journal of Retailing, Vol. 79 (3), 183-198
  • Zeithaml, V.A., Parasuraman, A., Berry, L.L. (1990) Delivering Quality Service; Balancing Customer Perceptions and Expectations, The Free Press, New York, NY, USA
  • Zeithaml, V.A. (2002) Service excellent in electronic channels, Managing Service Quality, Vol. 12 (3), 135-138

Yıl 2010, Cilt: 10 Sayı: 1, 15 - 35, 01.02.2010

Süleyman Barutçu

Öz

The main objective of this study is to provide theoretical and empirical frameworks for determining drivers of e-customer satisfaction from e-tailers and highlight what is needed to increase e-customer satisfaction level in Turkey. First, literature was reviewed about customer satisfaction to verify the drivers of e-customer satisfaction. Second, an empirical study was conducted to determine the drivers of e-customer satisfaction and measure e-customer satisfaction level from e-stores. In conclusion, the empirical survey’s results of 552 respondents show that e-customer satisfaction is positively influenced from e-shopping cost, e-store design quality, e-store service quality, e-store information quality and cargo carriers’ service quality. E-customers are also strongly satisfied with e-shopping cost, e-store design quality, e-store service quality and cargo carriers’ service quality. On the other hand, apart from choosing cargo carriers, e-customer satisfaction is negatively influenced from estore shipping policy, and e-customers are strongly dissatisfied from e-stores’ information quality and shipping policies

Anahtar Kelimeler

E-customer satisfaction e-tailing industry e-store

Kaynakça

  • Aydın, Ö. (2007) Amazing growth in e-tailing industry, http://www.capital.com.tr/ haber.aspx?HBR_KOD=4032, Retrieved May, 21 2007
  • Barutçu, S. (2006a) Measuring E-Customer Satisfaction Level From E-stores in Internet Marketing, Knowledge Economy and Management Congress Proceedings, Kocaeli, Turkey, November 3-5. Vol. I, 699-713
  • Barutçu, S. (2006b) Quality Function Deployment in Effective Website Design: An Application in E-Store Design, Journal of Faculty Business (İşletme Fakültesi Dergisi), Vol.7 (1), 41-63
  • Bhise, H., Farrel, D., Miller, H., Vanier, A. (2000) The duel for the doorstep, The McKinsey Quarterly, No.2, 32-41
  • Bhote, K. R. (1996) Beyond Customer Satisfaction to Customer Loyalty, American Management Association, New York, NY, USA
  • Bitner, M.J., Hubbert, A.R. (1994) Encounter satisfaction versus overall satisfaction versus quality, 72-94, in Rust, R.T., Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, USA
  • Cho, N., Park, S. (2001) Development of Electronic Commerce User-Consumer Satisfaction Index (ECUSI) for Internet Shopping, Industrial Management & Data Systems, Vol. 101 (8), 400-405
  • David, S. J. (2001). Conducting web-based surveys, Practical Assessment Research & Evaluation, Vol. 7 (19) Available online: http://pareonline.net/ getvn.asp?v=7&n=19 Retrieved July 21, 2007
  • Devaraj, S., Fan, M. Kohli, R. (2002) Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics, Information Systems Research, Vol.13 (3), 316-333
  • Dolen, W.M., Dabholkar, P.A., Ruyter, K. (2007) Satisfaction with Online Commercial Group Chat: The Influence of Perceived Technology Attributes, Chat Group Characteristics, and Advisor Communication Style, Journal of Retailing, Vol.83 (3), 339-358
  • Donthu, N. (2001) Does your Web site measure up?, Marketing Management, November/ December, 29-32.
  • Evanschitzky, H. Iyer, G. R., Hesse, J., Ahlert, D. (2004) E-satisfaction: a re- examination, Journal of Retailing, Vol. 80 (3), 239-247
  • Gefen, D. (2002) Customer Loyalty in e-Commerce, Journal of the Association of Information Systems, Vol. 3 (4), 27-51
  • Haubl, G., Trifts, V. (2000) Consumer decision making in e-shopping environments: the effects of interactive decision aids, Marketing Science, Vol. 19 (1), 4-21
  • Janda, S., Trocchia, P.J., Gwinner, K.P. (2002) Consumer perceptions of Internet retail service quality, International Journal of Service Industry Management Vol. 13 (5), 412-431
  • Khalifa, M., Liu, V. (2002) Satisfaction with Internet-Based Services: The Role of Expectations and Desires, International Journal of Electronic Commerce, Vol. 7 (2), 31-49
  • Kim, D.J., Ferin, D. L., Rao H. R. (2003) A Study of the Effect of Consumer Trust on Consumer Expectations and Satisfaction: the Korean Experience, ICEC 2003, Pittsburgh, PA, USA
  • Kim, E. B., Eom, S. B (2002) Designing effective cyber store user interface, Industrial Management & Data Systems, Vol. 102 (5), 241-251
  • Kim, M., Stoel, L. (2005) Salesperson roles: are online retailers meeting customer expectations? International Journal of Retail & Distribution Management, Vol. 33 (4), 284-297
  • Kim, S.Y., Lim,Y. J. (2001) Consumers' Perceived Importance of and Satisfaction with Internet Shopping, Electronic Markets, Vol.11 (3), 148-154
  • Kolesar, M.B., Galbraith, R.W. (2000) A services-marketing perspective on E- retailing: implications for E-retailers and directions for further research, Internet Research-Electronic Networking Vol. 10 (5), 424-438
  • Kotler, P. (2000), Marketing Management, International Edition, Prentice Hall, Englewood Cliffs, NJ, USA
  • Kotzab, M., Madlberger, M. (2001) European retailing in e-transition? An empirical evaluation of web-based retailing - indications from Austria, International Journal of Physical Distribution & Logistics Management, Vol. 31 (6), 440-62
  • Lai, Kee-Hung; Ngai, E and Cheng, T. (2005) Information Technology Adoption in Hong Kong's Logistics Industry, Transportation Journal, Vol.44 (4), 1-10
  • Lim, H., Dubinsky, A.J. (2004) Consumers' perceptions of e-shopping characteristics: an expectancy-value approach, Journal of Services Marketing, Vol. 18 (7), 500-513
  • Lohse, G.L., Spiller, P. (1998) Electronic shopping, Communications of the ACM, Vol. 41 (7), 81-87
  • Loiacono, E.T., Watson, R.T., Goodhue, D.L. (2002) WebQual: a measure of Web site quality, Proceedings of the Winter Educator's Conference, American Marketing Association, Chicago, IL, 432-437
  • Madu, C.N., Madu, A.A. (2002) Dimensions of E-quality, International Journal of Quality and Reliability Management Vol. 19 (3), 246-258
  • McKinney, V., Yoon, K., Zahedi, F.M. (2002) The measurement of web- customer satisfaction: An expectation and disconfirmation approach, Information Systems Research,Vol. 13 (3), 296-315
  • MeCullough, D. (1998) Web-Based market Research: The Dawning of a New Age, Direct Marketing Vol. 61 (8), 36-37
  • Monsuwé, T., Dellaert, B. G.C., Ruyter, K. (2004) What drives consumers to shop online? A literature review, International Journal of Service Industry Management, Vol. 15 (1), 102-121
  • Ngai, E.W.T. (2003) Internet marketing research (1987-2000): a literature review and classification, European Journal of Marketing, Vol. 37 (1/2), 24-49
  • Oliver, R.L. (1980) A cognitive model of the antecedents and consequences of satisfaction judgments, Journal of Marketing Research, Vol. 17, November, 460- 469
  • Oliver, R.L. (1999) Whence Consumer Loyalty, Journal of Marketing, Vol. 63 (Special Issue), 33-44,
  • Reibstein, D.J. (2002) What attracts customers to online stores, and what keeps them coming back?, Journal of the Academy of Marketing Science Vol. 30 (4), 465-473
  • Reichheld, F.F. (1996) The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting Value, Harvard Business School Publications, Boston, MA,USA
  • Shop.Org/Forrester Research (2007) http://www.shop.org/soro07/pr051407.asp, Retrieved June 21, 2007
  • Su, A.Y.L. (2004) Customer satisfaction measurement practice in Taiwan hotels, International Journal of Hospitality Management, Vol. 23 (4), 397-408
  • Szymanski, D. M., Hise, R. T. (2000) E-Satisfaction: An Initial Examination, Journal of Retailing, Vol. 76 (3), 309-322
  • Turkish Statistical Institute, http://www.tuik.gov.tr, Retrieved June 21, 2007
  • 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, Vol. 1 (1), 4-23
  • Wolfinbarger, M., Gilly, M.C. (2003) eTailQ: dimensionalizing, measuring and predicting etail quality, Journal of Retailing, Vol. 79 (3), 183-198
  • Zeithaml, V.A., Parasuraman, A., Berry, L.L. (1990) Delivering Quality Service; Balancing Customer Perceptions and Expectations, The Free Press, New York, NY, USA
  • Zeithaml, V.A. (2002) Service excellent in electronic channels, Managing Service Quality, Vol. 12 (3), 135-138
Toplam 44 adet kaynakça vardır.

Ayrıntılar

Diğer ID JA56TM69SK
Bölüm Araştırma Makalesi
Yazarlar

Süleyman Barutçu Bu kişi benim

Yayımlanma Tarihi 1 Şubat 2010
Yayımlandığı Sayı Yıl 2010 Cilt: 10 Sayı: 1

Kaynak Göster

APA Barutçu, S. (2010). E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS. Ege Academic Review, 10(1), 15-35.
AMA Barutçu S. E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS. eab. Şubat 2010;10(1):15-35.
Chicago Barutçu, Süleyman. “E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS”. Ege Academic Review 10, sy. 1 (Şubat 2010): 15-35.
EndNote Barutçu S (01 Şubat 2010) E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS. Ege Academic Review 10 1 15–35.
IEEE S. Barutçu, “E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS”, eab, c. 10, sy. 1, ss. 15–35, 2010.
ISNAD Barutçu, Süleyman. “E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS”. Ege Academic Review 10/1 (Şubat 2010), 15-35.
JAMA Barutçu S. E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS. eab. 2010;10:15–35.
MLA Barutçu, Süleyman. “E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS”. Ege Academic Review, c. 10, sy. 1, 2010, ss. 15-35.
Vancouver Barutçu S. E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS. eab. 2010;10(1):15-3.