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Customer Complaints about E-Commerce Sites: Content Analysis

Yıl 2018, Cilt: 10 , 238 - 243, 12.09.2018

Öz

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.

Kaynakça

  • Argan. M.T. (2014). E-Şikâyetle İlgili Tanımlayıcı Bir Çalışma: Şikâyet Forumu Olarak Bir Web Sitesinin Sosyal Ağ Analizi. İnternet uygulamaları ve yönetimi, Vol.5 No.1, pp. 49-66. Arpacı, Ö. and Toylan, N.V., (2015). Turizm işletmelerinde bilgi yönetimi ve bilgi kaynağı olarak müşteri şikâyetlerinin değerlendirilmesi. Kastamonu Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, Vol.9, pp. 50-71. Bechwati, N.N. and Nasr, N.I. (2011). Understanding triggers of offline and online consumer recommendations. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 24, pp. 56-68. Bell, J. B., Menguc, B., &. Stefani, S. L. (2004). When customers dissappoint: A model of relational internal marketing and customer complaints. Academy of Marketing Science, Vol.32 No.2, pp. 112-126. Bowen, J. T. ve Shoemaker, S. (1998). Loyalty: A Strategic Commitment. Cornell Hotel and Restaurant Administration Quarterly, Vol.39 No.1,pp. 12-25. Clopton, S.W., Stoddard, J.E. and Clay, J.W. (2001). Salesperson characteristics affecting consumer complaint responses. Journal of Consumer Behavior, Vol.1 No.2, pp.124-139 Crie, D. (2003), Consumers’ complaint behaviour. Taxonomy, typology and determinants: towards a unified ontology. Database Marketing & Customer Strategy Management, Vol. 11 No. 1, pp. 60-79. Davidow, M. and Dacin, P.A. (1997). Understanding and influencing consumer complaint behavior: improving organizational complaint management. Advances in Consumer Research, Vol. 24, pp. 450-456. Goetzinger, L. M. (2007). Consumer Complaint Behavior: Studies on Behavioral Dimensions and the Impact of the Internet. Doctaral Thesis, Purdue University West Lafayette, Indiana. Hennig-Thurau, T., Gwinner, K.P., Walsh, G. and Gremler, D.D. (2004). Electronic word-of-mouth via consumer opinion platforms: what motivates consumers to articulate themselves on the internet?. J Interact Market, Vol.18, pp.38–52. Heung, C. S., & Lam, T. (2003). Customer complaint behavior towards restaurant services. International Journal of Contemporary Hospitality Management, Vol.15(4/5), pp.283-289. Kayabaşı, A. (2010). Analysis of customer complaints and a field research on the logistics in electronic (online) shopping. İşletme Araştırmaları Dergis,i Vol.2 No.2, pp. 21-42 Meuter, M., Ostrom, A., Roundtree, R., Bitner, M.J. (2000). Self-technologies: understanding customer satisfaction with technology-based encounters. Journal of Marketing, Vol.64, pp. 50–64. Neale, L., Murphy, J., and Scharl, A. (2006). Comparing the diffusion of online service recovery in small and large organizations. Journal of Marketing Communications, Vol.12 No.3, pp.165-181. Odabaşı, Y. ve Barış, G. (2002). Tüketici Davranışı. İstanbul: Mediacat. Rıchıns, M.L. (1983). Negative word-of-mouth by dis- satisfied consumers: a pilot study. Journal of Marketing, Vol. 47 (Winter), pp.68-78. Rust, R. T., & Lemon, K. N. (2001). E-service and the consumer. International Journal of Electronic Commerce, Vol 5 No.3, pp.85-101. Sanes, C. (1993). Complaints are hidden treasures. The Journal for Quality and Participation, Vol. 16 No. 5, pp. 78-83. Singh, J. (1988). Consumer complaint intentions and behavior: definitional and taxonomical issues. Journal of Marketing, Vol. 52 No. 1, pp. 93-107. Stephens, N. and Gwınner, K.P. (1998). Why don’t some people complain? A cognitive-emotive process model of consumer complaint behavior. Journal of the Academy of Marketing Science, Vol .26 No. 3, pp. 172-189. https://www.sikayetvar.com/, 30.05.2018
Yıl 2018, Cilt: 10 , 238 - 243, 12.09.2018

Öz

Kaynakça

  • Argan. M.T. (2014). E-Şikâyetle İlgili Tanımlayıcı Bir Çalışma: Şikâyet Forumu Olarak Bir Web Sitesinin Sosyal Ağ Analizi. İnternet uygulamaları ve yönetimi, Vol.5 No.1, pp. 49-66. Arpacı, Ö. and Toylan, N.V., (2015). Turizm işletmelerinde bilgi yönetimi ve bilgi kaynağı olarak müşteri şikâyetlerinin değerlendirilmesi. Kastamonu Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, Vol.9, pp. 50-71. Bechwati, N.N. and Nasr, N.I. (2011). Understanding triggers of offline and online consumer recommendations. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 24, pp. 56-68. Bell, J. B., Menguc, B., &. Stefani, S. L. (2004). When customers dissappoint: A model of relational internal marketing and customer complaints. Academy of Marketing Science, Vol.32 No.2, pp. 112-126. Bowen, J. T. ve Shoemaker, S. (1998). Loyalty: A Strategic Commitment. Cornell Hotel and Restaurant Administration Quarterly, Vol.39 No.1,pp. 12-25. Clopton, S.W., Stoddard, J.E. and Clay, J.W. (2001). Salesperson characteristics affecting consumer complaint responses. Journal of Consumer Behavior, Vol.1 No.2, pp.124-139 Crie, D. (2003), Consumers’ complaint behaviour. Taxonomy, typology and determinants: towards a unified ontology. Database Marketing & Customer Strategy Management, Vol. 11 No. 1, pp. 60-79. Davidow, M. and Dacin, P.A. (1997). Understanding and influencing consumer complaint behavior: improving organizational complaint management. Advances in Consumer Research, Vol. 24, pp. 450-456. Goetzinger, L. M. (2007). Consumer Complaint Behavior: Studies on Behavioral Dimensions and the Impact of the Internet. Doctaral Thesis, Purdue University West Lafayette, Indiana. Hennig-Thurau, T., Gwinner, K.P., Walsh, G. and Gremler, D.D. (2004). Electronic word-of-mouth via consumer opinion platforms: what motivates consumers to articulate themselves on the internet?. J Interact Market, Vol.18, pp.38–52. Heung, C. S., & Lam, T. (2003). Customer complaint behavior towards restaurant services. International Journal of Contemporary Hospitality Management, Vol.15(4/5), pp.283-289. Kayabaşı, A. (2010). Analysis of customer complaints and a field research on the logistics in electronic (online) shopping. İşletme Araştırmaları Dergis,i Vol.2 No.2, pp. 21-42 Meuter, M., Ostrom, A., Roundtree, R., Bitner, M.J. (2000). Self-technologies: understanding customer satisfaction with technology-based encounters. Journal of Marketing, Vol.64, pp. 50–64. Neale, L., Murphy, J., and Scharl, A. (2006). Comparing the diffusion of online service recovery in small and large organizations. Journal of Marketing Communications, Vol.12 No.3, pp.165-181. Odabaşı, Y. ve Barış, G. (2002). Tüketici Davranışı. İstanbul: Mediacat. Rıchıns, M.L. (1983). Negative word-of-mouth by dis- satisfied consumers: a pilot study. Journal of Marketing, Vol. 47 (Winter), pp.68-78. Rust, R. T., & Lemon, K. N. (2001). E-service and the consumer. International Journal of Electronic Commerce, Vol 5 No.3, pp.85-101. Sanes, C. (1993). Complaints are hidden treasures. The Journal for Quality and Participation, Vol. 16 No. 5, pp. 78-83. Singh, J. (1988). Consumer complaint intentions and behavior: definitional and taxonomical issues. Journal of Marketing, Vol. 52 No. 1, pp. 93-107. Stephens, N. and Gwınner, K.P. (1998). Why don’t some people complain? A cognitive-emotive process model of consumer complaint behavior. Journal of the Academy of Marketing Science, Vol .26 No. 3, pp. 172-189. https://www.sikayetvar.com/, 30.05.2018
Toplam 1 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Bölüm Articles
Yazarlar

Merve Turkmen Barutcu Bu kişi benim

Burcak Basak Bu kişi benim

Yayımlanma Tarihi 12 Eylül 2018
Yayımlandığı Sayı Yıl 2018 Cilt: 10

Kaynak Göster

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.