Yıl 2018, Cilt 10 , Sayı , Sayfalar 238 - 243 2018-09-12

Customer Complaints about E-Commerce Sites: Content Analysis

Merve TURKMEN BARUTCU [1] , Burcak BASAK [2]


The number of ınternet users who are online shopping day by day increases. The development of the Internet has enable a more effıcıent means for consumers to gather product information, compare prices, and make purchases at any time and from anywhere. Growth in e-commerce volume suggests the need for an increase of investigations into online complaint activity. The Web-based consumer opinion platforms enable customers to share their opinions on and experiences with, goods and services with a other consumers. The purpose of this paper is to identify the dimensions of customers' e-complaints behavior towards e-commerce sites, and determine the rate of e-commerce sites’ managements respondency to these complaints. The data obtained from one of the most popular Turkish e-complaint sites “Sikayetvar.com”. In total, 6 e-commerce sites with highest complaint rates were selected as cases of the study. The consumer complaints from these e-commerce sites were analyzed through a qualitative content analysis. 26 January 2018 and 2017 were selected as the timespan for the complaint research. We chose 6 e-commerce sites, and we took 50 complaints from every group, a total of 300 consumer complaints for the analysis. The results indicated that, the subjects that the consumers most complain about have been identified as defective products, product return, refund, and behavior of call center employees. The most prominent problems with regard to order processing are observed as cancellation of order and non-delivery related issues.

E-Commerce, Consumer complaints behavior, Content analysis
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Birincil Dil en
Konular Sosyal
Bölüm Articles
Yazarlar

Yazar: Merve TURKMEN BARUTCU

Yazar: Burcak BASAK

Tarihler

Yayımlanma Tarihi : 12 Eylül 2018

Bibtex @araştırma makalesi { epess460326, journal = {The Eurasia Proceedings of Educational and Social Sciences}, issn = {}, eissn = {2587-1730}, address = {}, publisher = {ISRES Organizasyon Turizm Eğitim Danışmanlık Ltd. Şti.}, year = {2018}, volume = {10}, pages = {238 - 243}, doi = {}, title = {Customer Complaints about E-Commerce Sites: Content Analysis}, key = {cite}, author = {TURKMEN BARUTCU, Merve and BASAK, Burcak} }
APA TURKMEN BARUTCU, M , BASAK, B . (2018). Customer Complaints about E-Commerce Sites: Content Analysis. The Eurasia Proceedings of Educational and Social Sciences , 10 () , 238-243 . Retrieved from https://dergipark.org.tr/tr/pub/epess/issue/39111/460326
MLA TURKMEN BARUTCU, M , BASAK, B . "Customer Complaints about E-Commerce Sites: Content Analysis". The Eurasia Proceedings of Educational and Social Sciences 10 (2018 ): 238-243 <https://dergipark.org.tr/tr/pub/epess/issue/39111/460326>
Chicago TURKMEN BARUTCU, M , BASAK, B . "Customer Complaints about E-Commerce Sites: Content Analysis". The Eurasia Proceedings of Educational and Social Sciences 10 (2018 ): 238-243
RIS TY - JOUR T1 - Customer Complaints about E-Commerce Sites: Content Analysis AU - Merve TURKMEN BARUTCU , Burcak BASAK Y1 - 2018 PY - 2018 N1 - DO - T2 - The Eurasia Proceedings of Educational and Social Sciences JF - Journal JO - JOR SP - 238 EP - 243 VL - 10 IS - SN - -2587-1730 M3 - UR - Y2 - 2020 ER -
EndNote %0 The Eurasia Proceedings of Educational and Social Sciences Customer Complaints about E-Commerce Sites: Content Analysis %A Merve TURKMEN BARUTCU , Burcak BASAK %T Customer Complaints about E-Commerce Sites: Content Analysis %D 2018 %J The Eurasia Proceedings of Educational and Social Sciences %P -2587-1730 %V 10 %N %R %U
ISNAD TURKMEN BARUTCU, Merve , BASAK, Burcak . "Customer Complaints about E-Commerce Sites: Content Analysis". The Eurasia Proceedings of Educational and Social Sciences 10 / (Eylül 2018): 238-243 .
AMA TURKMEN BARUTCU M , BASAK B . Customer Complaints about E-Commerce Sites: Content Analysis. EPESS. 2018; 10: 238-243.
Vancouver TURKMEN BARUTCU M , BASAK B . Customer Complaints about E-Commerce Sites: Content Analysis. The Eurasia Proceedings of Educational and Social Sciences. 2018; 10: 243-238.