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COVID-19 VE PERAKENDE SEKTÖRÜNDE DEĞİŞEN ALIŞVERİŞ ALIŞKANLIKLARI

Yıl 2023, , 1 - 32, 10.08.2023
https://doi.org/10.46465/endustrimuhendisligi.1245019

Öz

2020 yılının başında, COVID-19 olarak bilinen pandeminin yaygınlaşmasıyla birlikte, günlük yaşam ve iş dünyası köklü bir değişimden geçmek zorunda kalmıştır. Bu bağlamda, birçok kişi, uygulanan kısıtlamaları karşılamak için günlük satın alma araçlarını değiştirmiş ve yerel işletmeler, hastalığın hızlı yayılmasının getirdiği olumsuz etkilere uyum sağlamak için operasyonlarını ayarlamıştır. Perakende sektörü, tüketicilerin stokçuluk ve panik satın alma davranışlarına uyum sağlamak gereksinimi duymuştur. Bu çalışmada, COVID-19 pandemi döneminde çeşitli ürün grupları için satın alma tutumlarının etkisi ve çevrimiçi ve fiziksel pazarlardaki satışlar arasındaki farklar incelenmiştir. İlk adım olarak, pandemi sırasında benzer alışveriş davranışlarından hangi ürün gruplarının etkilendiğini belirleyen bir küme analizi yapılmıştır. İkinci aşamada, her bir küme için, Ardışık(Stepwise), Lasso ve En İyi Alt Küme(Best Subset) regresyon tahmin modelleri kullanılarak, COVID-19 vaka sayısının satış seviyeleri üzerindeki etkisi incelenmiş ve tüm modeller hem fiziksel hem de çevrimiçi pazar veri setlerine uygulanmıştır. Sonuçlar, pandemi sırasında fiziksel pazarlardan çevrimiçi pazarlara önemli bir geçiş olduğunu göstermiştir. Elde edilen bulguların, perakende sektörü yöneticilerine yeni dünyaya uyum sağlama yolunda önemli bir yol gösterici olması beklenmektedir.

Kaynakça

  • Boyle, P., Bond, R., Carracedo, J. M., Simmons, G., Mulvenna, M., ve Hollywood, L. (2022). The impact of the COVID-19 pandemic on grocery shopper behaviour: Analysis of shopper behaviour change using store transaction data. Journal of Consumer Behavior, 21(2), 259-271. Doi: https://doi.org/10.1002/cb.1999
  • Brock, T. C. (1968). Implications of commodity theory for value change. Psychological foundation of attitudes, 243-275. Doi: https://doi.org/10.1016/B978-1-4832-3071-9.50016-7
  • Buetre, B., Kim, Y., Tran, Q. T., ve Gunasekera, D. (2006). Avian influenza: potential economic impact of a pandemic on Australia. Australian Commodity: forecasts and issues, 13(2), 351-359. Erişim Adresi https://search.informit.org/doi/10.3316/ielapa.079724205036869
  • Chen, Y., Rajabifard, A., Sabri, S., Potts, K. E., Laylavi, F., Xie, Y., ve Zhang, Y. (2020). A discussion of irrational stockpiling behaviour during crisis. Journal of Safety Science and Resilience, 1(1), 57-58. Doi: https://doi.org/10.1016/j.jnlssr.2020.06.003
  • Chiu, W., Oh, G. E., ve Cho, H. (2022). Impact of COVID‐19 on consumers' impulse buying behavior of fitness products: A moderated mediation model. Journal of Consumer Behavior, 21(2), 245-258. Doi: https://doi.org/10.1002/cb.1998
  • Eysenbach, G. (2006). Infodemiology: tracking flu-related searches on the web for syndromic surveillance. AMIA annual symposium proceedings, 244-248. Erişim Adresi: https://www.researchgate.net/publication/6565396_Infodemiology_ Tracking_Flu-Related_Searches_on_the_Web_for_Syndromic_Surveillance/citations
  • Frank, D. A., ve Peschel, A. O. (2020). Sweetening the deal: The ingredients that drive consumer adoption of online grocery shopping. Journal of Food Products Marketing, 26(8), 535-544. Doi: https://doi.org/10.1080/10454446.2020.1829523
  • Friedman, J., Hastie, T., ve Tibshirani, R. (2010). Regularization paths for generalized linear models via coordinate descent. Journal of Statistical Software, 33(1), 1. Erişim Adresi: https://www.ncbi.nlm.nih.gov/pmc/ articles/PMC2929880/
  • Ginsberg, J., Mohebbi, M. H., Patel, R. S., Brammer, L., Smolinski, M. S., ve Brilliant, L. (2009). Detecting influenza epidemics using search engine query data. Nature, 457(7232), 1012-1014. Erişim Adresi: https://www.nature.com/articles/nature07634
  • Hall, M. C., Prayag, G., Fieger, P., ve Dyason, D. (2020). Beyond panic buying: consumption displacement and COVID-19. Journal of Service Management. Doi: http://dx.doi.org/10.1108/JOSM-05-2020-0151
  • Hand, C., Riley, F. D. O., Harris, P., Singh, J., ve Rettie, R. (2009). Online grocery shopping: the influence of situational factors. European Journal of Marketing, 43(9/10),1205-1219. Doi: https://doi.org/10.1108/03090560910976447
  • Hebbali, Aravind (2020). olsrr: Tools for Building OLS Regression Models. R package version 0.5.3. Erişim Adresi: https://CRAN.R-project.org/package=olsrr
  • Islam, T., Pitafi, A. H., Arya, V., Wang, Y., Akhtar, N., Mubarik, S., ve Xiaobei, L. (2021). Panic buying in the COVID-19 pandemic: A multi-country examination. Journal of Retailing and Consumer Services, 59, 102357. Doi: https://doi.org/10.1016/j.jretconser.2020.102357
  • Ivanov, D. (2022). Viable supply chain model: integrating agility, resilience and sustainability perspectives—lessons from and thinking beyond the COVID-19 pandemic. Annals of Operations Research. , 319, 1411-1431. Doi: https://doi.org/10.1007/s10479-020-03640-6
  • Jonung, L., ve Roeger, W. (2006). The macroeconomic effects of a pandemic in Europe-A model-based assessment. Erişim Adresi https://ec.europa.eu/economy_finance/publications/pages/publication708_en.pdf
  • Keogh‐Brown, M. R., Wren‐Lewis, S., Edmunds, W. J., Beutels, P., ve Smith, R. D. (2010). The possible macroeconomic impact on the UK of an influenza pandemic. Health Economics, 19(11), 1345-1360. Doi: https://doi.org/10.1002/hec.1554
  • Lumley, T., (2020), based on Fortran code by Alan Miller leaps: Regression Subset Selection. R package version 3.1. Erişim Adresi https://CRAN.R-project.org/package=leaps
  • Micalizzi, L., Zambrotta, N. S., ve Bernstein, M. H. (2021). Stockpiling in the time of COVID‐19. British journal of health psychology, 26(2), 535-543. Doi: https://doi.org/10.1111/bjhp.12480
  • Muhammad, N. S., Sujak, H., ve Abd Rahman, S. (2016). Buying groceries online: the influences of electronic service quality (eServQual) and situational factors. Procedia Economics and Finance, 37, 379-385. Doi: https://doi.org/10.1016/S2212-5671(16)30140-X
  • Park, K., Brumberg, A., ve Yonezawa, K. (2020). The COVID-19 shopper: Shopping habits during COVID-19. Department of Applied Economics and Management Cornell University Extension Bulletin. Erişim Adresi https://dyson.cornell.edu/wp-content/uploads/sites/5/2021/01/ Covid_Shopper-Habits__EB2020-15-V4-VD.pdf
  • Pauzi, S. F. F., Thoo, A. C., Tan, L. C., Muharam, F. M., ve Talib, N. A. (2017, June). Factors influencing consumers intention for online grocery shopping–a proposed framework. In IOP Conference Series: Materials Science and Engineering, 215 (1) Erişim Adresi: https://iopscience.iop.org/article/ 10.1088/1757-899X/215/1/012013
  • Petrescu, M., ve Krishen, A. S. (2020). The importance of high-quality data and analytics during the pandemic. Journal of Marketing Analytics, 8(2), 43-44. Doi: https://doi.org/10.1057/s41270-020-00079-3
  • Provost, F., ve Fawcett, T. (2013). Data Science for Business: What you need to know about data mining and data-analytic thinking. O'Reilly. Erişim Adresi https://www.oreilly.com/library/view/data-science-for/9781449374273/
  • Rahnamaee, A., ve Berger, P. D. (2013). Investigating consumers’ online purchasing behavior: Single-brand e-retailers versus multi-brand e-retailers. Journal of Marketing Analytics, 1(3), 138-148. Doi: https://doi.org/10.1057/jma.2013.13
  • Saenz, H., Stephan, J., Terino, J., Bysong, T., ve Gnamm, J. (2020). How to trace a path to resilient, sustainable supply chains. Bain. Erişim Adresi https://www.bain.com/insights/resilient-sustainable-supply-chains/ Sağlık Bakanlığı. (2023). COVID-19 Rehberi https://covid19.saglik.gov.tr/TR-66301/COVID-19-rehberi.html
  • Sarkis, J. (2020). Supply chain sustainability: learning from the COVID-19 pandemic. International Journal of Operations ve Production Management., 41(1), 63-73, Doi: https://doi.org/10.1108/IJOPM-08-2020-0568
  • Sarkis, J., Cohen, M. J., Dewick, P., ve Schröder, P. (2020). A brave new world: Lessons from the COVID-19 pandemic for transitioning to sustainable supply and production. Resources, Conservation and Recycling, 159, 104894. Doi: https://doi.org/10.1016/j.resconrec.2020.104894
  • Shearer, C. (2000). The CRISP-DM Model: The New Blueprint for Data Mining. Journal of Data Warehousing., 5. Erişim Adresi https://mineracaodedados.files.wordpress.com/2012/04/the-crisp-dm-model-the-new-blueprint-for-data-mining-shearer-colin.pdf
  • Simchi-Levi, D., ve Simchi-Levi, E. (2022, December 2). Build. Resilient Supply Chains won't be easy. Harvard Business Review. January 20, 2021, https://hbr.org/2020/06/building-resilient-supply-chains-wont-be-easy
  • Soares, J. C., Limongi, R., De Sousa Júnior, J. H., Santos, W. S., Raasch, M., ve Hoeckesfeld, L. (2022). Assessing the effects of COVID-19-related risk on online shopping behavior. Journal of Marketing Analytics, 1-13. Doi: https://doi.org/10.1057/s41270-022-00156-9
  • Sohn, S., Seegebarth, B., ve Woisetschläger, D. M. (2022). The same only different? How a pandemic shapes consumer organic food purchasing. Journal of Consumer Behavior. Doi: https://doi.org/10.1002/cb.2060
  • Szymkowiak, A., Gaczek, P., Jeganathan, K., ve Kulawik, P. (2021). The impact of emotions on shopping behavior during epidemic. What a business can do to protect customers. Journal of Consumer Behavior, 20(1), 48-60. Doi: https://doi.org/10.1002/cb.1853
  • Truong, D., ve Truong, M. D. (2022). How do customers change their purchasing behaviors during the COVID-19 pandemic?. Journal of Retailing and Consumer Services, 67, 102963. Doi: https://doi.org/10.1016/j.jretconser.2022.102963
  • Turan, A. H. (2012). Internet shopping behavior of Turkish customers: Comparison of two competing models. Journal of theoretical and applied electronic commerce research, 7(1), 77-93. Doi: https://doi.org/10.4067/S0718-18762012000100007
  • Türkiye İstatistik Kurumu (2021), TÜİK Erişim adresi: https://www.tuik.gov.tr/
  • Türkiye İstatistik Kurumu, Hanehalkı Bilişim Teknolojileri Kullanım Araştırması [Information and Communication Technology Usage Survey on Households], 2015. Erişim adresi: http://www.tuik.gov.tr/PreHaberBultenleri.do?id=18660
  • Tversky, A., ve Kahneman, D. (1992). Advances in prospect theory: Cumulative representation of uncertainty. Journal of Risk and uncertainty., 5(4), 297-323. Erişim Adresi https://www.jstor.org/stable/41755005
  • Villanova, D., Bodapati, A. V., Puccinelli, N. M., Tsiros, M., Goodstein, R. C., Kushwaha, T., ... ve Hatfield, C. (2021). Retailer marketing communications in the digital age: Getting the right message to the right shopper at the right time. Journal of Retailing, 97(1), 116-132. Doi: https://doi.org/10.1016/j.jretai.2021.02.001
  • Who (2021). Coronavirus disease(COVID-19) pandemic. World Health Organization, May 23, 2021, Erişim adresi : https://www.who.int/emergencies/diseases/novel–coronavirus–2019
  • Wikimedia Foundation. (2022, December 12). COVID-19 pandemic in Turkey. Wikipedia. January 8, 2023, Erişim adresi : https://en.wikipedia.org/wiki/COVID-19_pandemic_in_Turkey
Yıl 2023, , 1 - 32, 10.08.2023
https://doi.org/10.46465/endustrimuhendisligi.1245019

Öz

Kaynakça

  • Boyle, P., Bond, R., Carracedo, J. M., Simmons, G., Mulvenna, M., ve Hollywood, L. (2022). The impact of the COVID-19 pandemic on grocery shopper behaviour: Analysis of shopper behaviour change using store transaction data. Journal of Consumer Behavior, 21(2), 259-271. Doi: https://doi.org/10.1002/cb.1999
  • Brock, T. C. (1968). Implications of commodity theory for value change. Psychological foundation of attitudes, 243-275. Doi: https://doi.org/10.1016/B978-1-4832-3071-9.50016-7
  • Buetre, B., Kim, Y., Tran, Q. T., ve Gunasekera, D. (2006). Avian influenza: potential economic impact of a pandemic on Australia. Australian Commodity: forecasts and issues, 13(2), 351-359. Erişim Adresi https://search.informit.org/doi/10.3316/ielapa.079724205036869
  • Chen, Y., Rajabifard, A., Sabri, S., Potts, K. E., Laylavi, F., Xie, Y., ve Zhang, Y. (2020). A discussion of irrational stockpiling behaviour during crisis. Journal of Safety Science and Resilience, 1(1), 57-58. Doi: https://doi.org/10.1016/j.jnlssr.2020.06.003
  • Chiu, W., Oh, G. E., ve Cho, H. (2022). Impact of COVID‐19 on consumers' impulse buying behavior of fitness products: A moderated mediation model. Journal of Consumer Behavior, 21(2), 245-258. Doi: https://doi.org/10.1002/cb.1998
  • Eysenbach, G. (2006). Infodemiology: tracking flu-related searches on the web for syndromic surveillance. AMIA annual symposium proceedings, 244-248. Erişim Adresi: https://www.researchgate.net/publication/6565396_Infodemiology_ Tracking_Flu-Related_Searches_on_the_Web_for_Syndromic_Surveillance/citations
  • Frank, D. A., ve Peschel, A. O. (2020). Sweetening the deal: The ingredients that drive consumer adoption of online grocery shopping. Journal of Food Products Marketing, 26(8), 535-544. Doi: https://doi.org/10.1080/10454446.2020.1829523
  • Friedman, J., Hastie, T., ve Tibshirani, R. (2010). Regularization paths for generalized linear models via coordinate descent. Journal of Statistical Software, 33(1), 1. Erişim Adresi: https://www.ncbi.nlm.nih.gov/pmc/ articles/PMC2929880/
  • Ginsberg, J., Mohebbi, M. H., Patel, R. S., Brammer, L., Smolinski, M. S., ve Brilliant, L. (2009). Detecting influenza epidemics using search engine query data. Nature, 457(7232), 1012-1014. Erişim Adresi: https://www.nature.com/articles/nature07634
  • Hall, M. C., Prayag, G., Fieger, P., ve Dyason, D. (2020). Beyond panic buying: consumption displacement and COVID-19. Journal of Service Management. Doi: http://dx.doi.org/10.1108/JOSM-05-2020-0151
  • Hand, C., Riley, F. D. O., Harris, P., Singh, J., ve Rettie, R. (2009). Online grocery shopping: the influence of situational factors. European Journal of Marketing, 43(9/10),1205-1219. Doi: https://doi.org/10.1108/03090560910976447
  • Hebbali, Aravind (2020). olsrr: Tools for Building OLS Regression Models. R package version 0.5.3. Erişim Adresi: https://CRAN.R-project.org/package=olsrr
  • Islam, T., Pitafi, A. H., Arya, V., Wang, Y., Akhtar, N., Mubarik, S., ve Xiaobei, L. (2021). Panic buying in the COVID-19 pandemic: A multi-country examination. Journal of Retailing and Consumer Services, 59, 102357. Doi: https://doi.org/10.1016/j.jretconser.2020.102357
  • Ivanov, D. (2022). Viable supply chain model: integrating agility, resilience and sustainability perspectives—lessons from and thinking beyond the COVID-19 pandemic. Annals of Operations Research. , 319, 1411-1431. Doi: https://doi.org/10.1007/s10479-020-03640-6
  • Jonung, L., ve Roeger, W. (2006). The macroeconomic effects of a pandemic in Europe-A model-based assessment. Erişim Adresi https://ec.europa.eu/economy_finance/publications/pages/publication708_en.pdf
  • Keogh‐Brown, M. R., Wren‐Lewis, S., Edmunds, W. J., Beutels, P., ve Smith, R. D. (2010). The possible macroeconomic impact on the UK of an influenza pandemic. Health Economics, 19(11), 1345-1360. Doi: https://doi.org/10.1002/hec.1554
  • Lumley, T., (2020), based on Fortran code by Alan Miller leaps: Regression Subset Selection. R package version 3.1. Erişim Adresi https://CRAN.R-project.org/package=leaps
  • Micalizzi, L., Zambrotta, N. S., ve Bernstein, M. H. (2021). Stockpiling in the time of COVID‐19. British journal of health psychology, 26(2), 535-543. Doi: https://doi.org/10.1111/bjhp.12480
  • Muhammad, N. S., Sujak, H., ve Abd Rahman, S. (2016). Buying groceries online: the influences of electronic service quality (eServQual) and situational factors. Procedia Economics and Finance, 37, 379-385. Doi: https://doi.org/10.1016/S2212-5671(16)30140-X
  • Park, K., Brumberg, A., ve Yonezawa, K. (2020). The COVID-19 shopper: Shopping habits during COVID-19. Department of Applied Economics and Management Cornell University Extension Bulletin. Erişim Adresi https://dyson.cornell.edu/wp-content/uploads/sites/5/2021/01/ Covid_Shopper-Habits__EB2020-15-V4-VD.pdf
  • Pauzi, S. F. F., Thoo, A. C., Tan, L. C., Muharam, F. M., ve Talib, N. A. (2017, June). Factors influencing consumers intention for online grocery shopping–a proposed framework. In IOP Conference Series: Materials Science and Engineering, 215 (1) Erişim Adresi: https://iopscience.iop.org/article/ 10.1088/1757-899X/215/1/012013
  • Petrescu, M., ve Krishen, A. S. (2020). The importance of high-quality data and analytics during the pandemic. Journal of Marketing Analytics, 8(2), 43-44. Doi: https://doi.org/10.1057/s41270-020-00079-3
  • Provost, F., ve Fawcett, T. (2013). Data Science for Business: What you need to know about data mining and data-analytic thinking. O'Reilly. Erişim Adresi https://www.oreilly.com/library/view/data-science-for/9781449374273/
  • Rahnamaee, A., ve Berger, P. D. (2013). Investigating consumers’ online purchasing behavior: Single-brand e-retailers versus multi-brand e-retailers. Journal of Marketing Analytics, 1(3), 138-148. Doi: https://doi.org/10.1057/jma.2013.13
  • Saenz, H., Stephan, J., Terino, J., Bysong, T., ve Gnamm, J. (2020). How to trace a path to resilient, sustainable supply chains. Bain. Erişim Adresi https://www.bain.com/insights/resilient-sustainable-supply-chains/ Sağlık Bakanlığı. (2023). COVID-19 Rehberi https://covid19.saglik.gov.tr/TR-66301/COVID-19-rehberi.html
  • Sarkis, J. (2020). Supply chain sustainability: learning from the COVID-19 pandemic. International Journal of Operations ve Production Management., 41(1), 63-73, Doi: https://doi.org/10.1108/IJOPM-08-2020-0568
  • Sarkis, J., Cohen, M. J., Dewick, P., ve Schröder, P. (2020). A brave new world: Lessons from the COVID-19 pandemic for transitioning to sustainable supply and production. Resources, Conservation and Recycling, 159, 104894. Doi: https://doi.org/10.1016/j.resconrec.2020.104894
  • Shearer, C. (2000). The CRISP-DM Model: The New Blueprint for Data Mining. Journal of Data Warehousing., 5. Erişim Adresi https://mineracaodedados.files.wordpress.com/2012/04/the-crisp-dm-model-the-new-blueprint-for-data-mining-shearer-colin.pdf
  • Simchi-Levi, D., ve Simchi-Levi, E. (2022, December 2). Build. Resilient Supply Chains won't be easy. Harvard Business Review. January 20, 2021, https://hbr.org/2020/06/building-resilient-supply-chains-wont-be-easy
  • Soares, J. C., Limongi, R., De Sousa Júnior, J. H., Santos, W. S., Raasch, M., ve Hoeckesfeld, L. (2022). Assessing the effects of COVID-19-related risk on online shopping behavior. Journal of Marketing Analytics, 1-13. Doi: https://doi.org/10.1057/s41270-022-00156-9
  • Sohn, S., Seegebarth, B., ve Woisetschläger, D. M. (2022). The same only different? How a pandemic shapes consumer organic food purchasing. Journal of Consumer Behavior. Doi: https://doi.org/10.1002/cb.2060
  • Szymkowiak, A., Gaczek, P., Jeganathan, K., ve Kulawik, P. (2021). The impact of emotions on shopping behavior during epidemic. What a business can do to protect customers. Journal of Consumer Behavior, 20(1), 48-60. Doi: https://doi.org/10.1002/cb.1853
  • Truong, D., ve Truong, M. D. (2022). How do customers change their purchasing behaviors during the COVID-19 pandemic?. Journal of Retailing and Consumer Services, 67, 102963. Doi: https://doi.org/10.1016/j.jretconser.2022.102963
  • Turan, A. H. (2012). Internet shopping behavior of Turkish customers: Comparison of two competing models. Journal of theoretical and applied electronic commerce research, 7(1), 77-93. Doi: https://doi.org/10.4067/S0718-18762012000100007
  • Türkiye İstatistik Kurumu (2021), TÜİK Erişim adresi: https://www.tuik.gov.tr/
  • Türkiye İstatistik Kurumu, Hanehalkı Bilişim Teknolojileri Kullanım Araştırması [Information and Communication Technology Usage Survey on Households], 2015. Erişim adresi: http://www.tuik.gov.tr/PreHaberBultenleri.do?id=18660
  • Tversky, A., ve Kahneman, D. (1992). Advances in prospect theory: Cumulative representation of uncertainty. Journal of Risk and uncertainty., 5(4), 297-323. Erişim Adresi https://www.jstor.org/stable/41755005
  • Villanova, D., Bodapati, A. V., Puccinelli, N. M., Tsiros, M., Goodstein, R. C., Kushwaha, T., ... ve Hatfield, C. (2021). Retailer marketing communications in the digital age: Getting the right message to the right shopper at the right time. Journal of Retailing, 97(1), 116-132. Doi: https://doi.org/10.1016/j.jretai.2021.02.001
  • Who (2021). Coronavirus disease(COVID-19) pandemic. World Health Organization, May 23, 2021, Erişim adresi : https://www.who.int/emergencies/diseases/novel–coronavirus–2019
  • Wikimedia Foundation. (2022, December 12). COVID-19 pandemic in Turkey. Wikipedia. January 8, 2023, Erişim adresi : https://en.wikipedia.org/wiki/COVID-19_pandemic_in_Turkey
Toplam 40 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular Endüstri Mühendisliği
Bölüm Araştırma Makaleleri
Yazarlar

Eda Helin Gündeş 0000-0003-1789-9123

Füsun Ülengin 0000-0003-1738-9756

Burç Ülengin 0000-0001-5276-8861

Ömer Zeybek 0000-0001-9357-6954

Erken Görünüm Tarihi 7 Ağustos 2023
Yayımlanma Tarihi 10 Ağustos 2023
Kabul Tarihi 24 Temmuz 2023
Yayımlandığı Sayı Yıl 2023

Kaynak Göster

APA Gündeş, E. H., Ülengin, F., Ülengin, B., Zeybek, Ö. (2023). COVID-19 VE PERAKENDE SEKTÖRÜNDE DEĞİŞEN ALIŞVERİŞ ALIŞKANLIKLARI. Endüstri Mühendisliği, 34, 1-32. https://doi.org/10.46465/endustrimuhendisligi.1245019

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