Araştırma Makalesi
BibTex RIS Kaynak Göster

E-HİZMET KALİTESİ, E-MEMNUNİYET, E-YAPIŞKANLIK VE E-SADAKAT DAVRANIŞLARI: E-PERAKENDE ALIŞVERİŞ SİTELERİ ÜZERİNE BİR ÇALIŞMA

Yıl 2020, Cilt: 21 Sayı: 1, 67 - 93, 15.06.2020
https://doi.org/10.24889/ifede.563879

Öz

Bu
çalışmanın amacı e-hizmet kalitesi, e-memnuniyet, e-yapışkanlık ve de e-sadakat
davranışları kapsamında tekrar satın alma niyeti ve pozitif ağızdan ağıza
iletişim arasındaki ilişkileri inceleyen bir model önermek ve ampirik olarak
test etmektir. Çalışmada çevrimiçi anket tekniği ile 439 kullanılabilir anket
elde edilmiş ve veriler yapısal eşitlik modellemesi uygulanarak analiz
edilmiştir. Bulgular, e-hizmet kalitesi boyutlarının tümümün e-memnuniyet
üzerinde olumlu bir etkisi olduğunu, ancak bu boyutlardan sadece gizliliğin
e-yapışkanlık üzerinde olumlu bir etkiye sahip olduğunu göstermiştir.
E-memnuniyetin e-yapışkanlık üzerindeki olumlu etkisine ek olarak,
e-yapışkanlığın e-sadakat davranışlarına ilişkin gerek tekrar satın alma
niyetini gerek ise pozitif ağızdan ağıza iletişimi olumlu yönde etkilediği
gözlemlenmiştir. 

Kaynakça

  • Adobe Digital Index. (2012). The ROI from Marketing to Existing Online Customers. http://www.success.adobe.com/assets/en/downloads/ whitepaper/13926.digital_index_loyal_shoppers_report.pdf (22.03.2019)
  • Akın, M. ve Toksarı, M. (2017). Sanal Mağazacılıkta E-Hizmet Kalitesinin E-Sadakate Etkisi. İşletme ve İktisat Çalışmaları Dergisi, 5(1), 48-59.
  • Ateş, V. (2017). Online Alışveriş Sitesi Kaynaklı Müşteri Algılarının Müşteri Memnuniyetine Etkilerinin İncelenmesi. Gaziantep Üniversitesi Sosyal Bilimler Dergisi, 16(2), 313-329.
  • Bansal, H.S., McDougall, G.H., Dikolli, S.S. ve Sedatole, K.L. (2004). Relating E-Satisfaction to Behavioral Outcomes: An Empirical Study. Journal of Services Marketing, 18(4), 290-302.
  • Bao, Z. ve Huang, T. (2018). Exploring Stickiness Intention of B2C Online Shopping Malls: A Perspective from Information Quality. International Journal of Web Information Systems, 14(2), 177-192.
  • Başkol, M. (2016). E-Perakende Hizmet Kalitesinin Tekrar Satın Alma Üzerindeki Etkileri. Business & Economics Research Journal, 7(4), 107-121.
  • Bauer, H.H., Falk, T. ve Hammerschmidt, M. (2006). eTransQual: A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping. Journal of Business Research, 59(7), 866-875.
  • Blut, M., Frennea, C., Mittal, V. ve Mothersbaugh, D. (2015). How Procedural, Financial and Relational Switching Costs Affect Customer Satisfaction, Repurchase Intentions, and Repurchase Behavior: A Meta-Analysis. International Journal of Research in Marketing, 32(2), 226–229.
  • Byrne, B. (2010). Structural Equation Modeling with AMOS. New York: Routledge Taylor & Francis.
  • Chang, H.H. , Wang, Y.H. ve Yang, W.Y. (2009). The Impact of E-Service Quality, Customer Satisfaction and Loyalty on E-Marketing: Moderating Effect of Perceived Value. Total Quality Management, 20(4), 423-443.
  • Chen, S.C. (2012). The Customer Satisfaction–Loyalty Relation in an Interactive E-Service Setting: The Mediators. Journal of Retailing and Consumer Services, 19(2), 202-210.
  • Curtis, T., Abratt, R., Rhoades, D.L. ve Dion, P. (2011). Customer Loyalty, Repurchase and Satisfaction: A Meta-Analytical Review. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 24, 1–26.
  • Duarte, P., e Silva, S.C. ve Ferreira, M.B. (2018). How Convenient Is It? Delivering Online Shopping Convenience to Enhance Customer Satisfaction and Encourage E-WOM. Journal of Retailing and Consumer Services, 44, 161-169.
  • Durmuş, B., Yurtkoru, E.S. ve Çinko, M. (2013). Sosyal Bilimlerde SPSS’le Veri Analizi (5. Baskı). İstanbul: Beta Yayıncılık.
  • Durmuş, B., Erdem, Y.C., Özçam, D.S. ve Akgün, S. (2015). Türk Giyim Sektöründe Yeni Bir E-Ticaret Modeli: Özel Alışveriş Siteleri. Öneri, 11(44), 17-32.
  • Düger, Y.S. ve Kahraman, H. (2017). Online Alışverişte Hizmet Kalitesinin Ve Algılanan Değerin Müşteri Memnuniyeti İle Tekrar Satın Alma Niyeti Üzerindeki Etkisi. Journal of International Social Research, 10(54), 819-826.
  • Elliot, S., Li, G. ve Choi, C. (2013). Understanding Service Quality in a Virtual Travel Community Environment. Journal of Business Research, 66(8), 1153-1160.
  • Fang, J., Shao, Y. ve Wen, C. (2016). Transactional Quality, Relational Quality, and Consumer E-Loyalty: Evidence from SEM and fsQCA. International Journal of Information Management, 36(6), 1205-1217.
  • Forgas-Coll, S., Palau-Saumell, R., Sánchez-García, J. ve Fandos-Roig, J.C. (2013). Airline Website Loyalty Formation and The Moderating Effects of Gender and Education. Service Business, 7(2), 255-274.
  • Fornell, C. ve Larcker, D.F. (1981). Structural Equation Models With Unobservable Variables and Measurement Error: Algebra and Statistics. Journal of Marketing Research, 382-388.
  • Gao, W., Liu, Y., Liu, Z. ve Li, J. (2018). How Does Presence Influence Purchase Intention in Online Shopping Markets? An Explanation Based on Self-Determination Theory. Behaviour & Information Technology, 37(8), 786-799.
  • Giovanis, A.N. ve Melanthiou, Y. (2017). Retailer Loyalty in The Online Context: The Influence of Transactional and Relational Experiences Assessment. Journal of Customer Behaviour, 16(1), 35-59.
  • Gounaris, S., Dimitriadis, S. ve Stathakopoulos, V. (2010). An Examination of The Effects of Service Quality and Satisfaction on Customers’ Behavioral İntentions in E-Shopping. Journal of Services Marketing, 24(2), 142–156.
  • Güllülü, U., Uçan, Ö.F. ve Karabulut, T. (2016). Es-Qual Kullanarak, Kitap Satışı Yapan Web-Sitelerin Hizmet Kalitesinin Ölçülmesi ve Bu Hizmet Kalitesinin Algılanan Değer ve Sadakat Niyeti Üzerine Etkisi: Erzincan Üniversitesi Akademisyenleri Üzerine Bir Araştırma. Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi, 30(1), 121-141.
  • Hair, J.F., Black, W.C., Babin, B.J. ve Anderson, R.E. (2014). Multivariate Data Analysis (7. Baskı). Essex: Pearson.
  • Holland, J. ve Baker, S.M. (2001). Customer Participation in Creating Site Brand Loyalty. Journal of Interactive Marketing, 15(4), 34-45.
  • Hsu, C.L. ve Liao, Y.C. (2014). Exploring The Linkages Between Perceived Information Accessibility and Microblog Stickiness: The Moderating Role of a Sense of Community. Information & Management, 51(7), 833-844.
  • Kalyoncuoğlu, S. (2018). Tüketicilerin Online Alışverişlerindeki Sanal Kart Kullanımlarının Teknoloji Kabul Modeli İle İncelenmesi. Afyon Kocatepe Üniversitesi Sosyal Bilimler Dergisi, 20(2), 193-213.
  • Kim, J.H. ve Kim, C. (2010). E-Service Quality Perceptions: A Cross-Cultural Comparison of American and Korean Consumers. Journal of Research in Interactive Marketing, 4(3), 257-275.
  • Kim, J.H. ve Lennon, S.J. (2012). Electronic Retailing and Service Quality. J. Kandampully (Ed.), Service Management: The New Paradigm in Retailing (pp. 97-116). New York: Springer.
  • Kim, S.J., Wang, R.J.H. ve Malthouse, E.C. (2015). The Effects of Adopting and Using a Brand's Mobile Application on Customers' Subsequent Purchase Behavior. Journal of Interactive Marketing, 31, 28-41.
  • Kim, S., Baek, T.H., Kim, Y.K. ve Yoo, K. (2016). Factors Affecting Stickiness and Word of Mouth in Mobile Applications. Journal of Research in Interactive Marketing, 10(3), 177-192.
  • Kumar, V., Pozza, I.D. ve Ganesh, J. (2013). Revisiting The Satisfaction- Loyalty Relationship: Empirical Generalizations and Directions for Future Research. Journal of Retailing, 89(3), 246–262.
  • Kurtuluş, K. (2010). Araştırma Yöntemleri. İstanbul: Türkmen Kitabevi.
  • Li, D., Browne, G.J. ve Wetherbe, J.C. (2006). Why Do Internet Users Stick With a Specific Website? A Relationship Perspective. International Journal of Electronic Commerce, 10(4), 105-141.
  • Li, G., Elliot, S. ve Choi, C. (2010). Electronic Word-of-Mouth in B2C Virtual Communities: An Empirical Study from CTrip.com. Journal of Global Academy of Marketing Science, 20(3), 262-268.
  • Li, H., Aham-Anyanwu, N., Tevrizci, C. ve Luo, X. (2015). The Interplay Between Value and Service Quality Experience: E-Loyalty Development Process Through The EtailQ Scale and Value Perception. Electronic Commerce Research, 15(4), 585-615.
  • Liao, Y., Wang, Y. ve Yeh, C. (2014). Exploring The Relationship Between Intentional and Behavioral Loyalty in The Context of E-Tailing. Internet Research, 24(5), 668–686.
  • Lien, C.H., Cao, Y. ve Zhou, X. (2017). Service Quality, Satisfaction, Stickiness, and Usage Intentions: An Exploratory Evaluation in The Context of Wechat Services. Computers in Human Behavior, 68, 403-410.
  • Lin, J.C.C. (2007). Online Stickiness: Its Antecedents and Effect on Purchasing Intention. Behaviour & Information Technology, 26(6), 507-516.
  • Lin, L., Hu, P.J.H., Sheng, O.R.L. ve Lee, J. (2010). Is Stickiness Profitable for Electronic Retailers? Communications of the ACM, 53(3), 132-136.
  • Loiacono, E.T., Watson, R.T. ve Goodhue, D.L. (2002). WebQual: A Measure of Website Quality. Marketing Theory and Applications, 13(3), 432-438.
  • Menon, B. (2018). The Influence of E-Relationship Quality and E-Service Quality on Customer Loyalty in the Context of Flipkart Online Retailer Services. Journal of Customer Behaviour, 17(1-2), 121-137.
  • Mishra, M. (2018). For Indian Online Shoppers, Have Saying and Doing Parted Ways? Psychology & Marketing, 35(1), 5-19.
  • Nunnally, J.C. ve Bernstein, I.H. (1994). Psychometric Theory (3. Baskı). New York: McGraw-Hill.
  • Pappas, I., Pateli, A., Giannakos, M. ve Chrissikopoulos, V. (2014). Moderating Effects of Online Shopping Experience on Customer Satisfaction and Repurchase Intentions. International Journal of Retail & Distribution Management, 42(3), 187–204.
  • Parasuraman, A., Zeithaml, V.A. ve Malhotra, A. (2005). A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(10), 1-21.
  • Polites, G.L., Williams, C.K., Karahanna, E. ve Seligman, L. (2012). A Theoretical Framework for Consumer E-Satisfaction and Site Stickiness: An Evaluation in the Context of Online Hotel Reservations. Journal of Organizational Computing and Electronic Commerce, 22, 1-37.
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E-SERVICE QUALITY, E-SATISFACTION, E- STICKINESS AND E-LOYALTY BEHAVIOR: A STUDY ON E-RETAIL SHOPPING SITES

Yıl 2020, Cilt: 21 Sayı: 1, 67 - 93, 15.06.2020
https://doi.org/10.24889/ifede.563879

Öz

The aim of this
study is to propose and empirically test a model that investigates the
relationships among e-service quality, e-satisfaction, e-stickiness and
e-loyalty behaviors including repurchase intention and positive mouth-to-mouth
communication. In the study, 439 useable questionnaires were obtained via
online survey technique and the data were analyzed by conducting structural
equation modeling. The findings showed that while all the dimensions of
e-service quality had a positive effect on e-satisfaction, only privacy had a positive
effect on e-stickiness. In addition to the positive effect of e-satisfaction on
e-stickiness, it was observed that e-stickiness positively affected e-loyalty
behaviors. 

Kaynakça

  • Adobe Digital Index. (2012). The ROI from Marketing to Existing Online Customers. http://www.success.adobe.com/assets/en/downloads/ whitepaper/13926.digital_index_loyal_shoppers_report.pdf (22.03.2019)
  • Akın, M. ve Toksarı, M. (2017). Sanal Mağazacılıkta E-Hizmet Kalitesinin E-Sadakate Etkisi. İşletme ve İktisat Çalışmaları Dergisi, 5(1), 48-59.
  • Ateş, V. (2017). Online Alışveriş Sitesi Kaynaklı Müşteri Algılarının Müşteri Memnuniyetine Etkilerinin İncelenmesi. Gaziantep Üniversitesi Sosyal Bilimler Dergisi, 16(2), 313-329.
  • Bansal, H.S., McDougall, G.H., Dikolli, S.S. ve Sedatole, K.L. (2004). Relating E-Satisfaction to Behavioral Outcomes: An Empirical Study. Journal of Services Marketing, 18(4), 290-302.
  • Bao, Z. ve Huang, T. (2018). Exploring Stickiness Intention of B2C Online Shopping Malls: A Perspective from Information Quality. International Journal of Web Information Systems, 14(2), 177-192.
  • Başkol, M. (2016). E-Perakende Hizmet Kalitesinin Tekrar Satın Alma Üzerindeki Etkileri. Business & Economics Research Journal, 7(4), 107-121.
  • Bauer, H.H., Falk, T. ve Hammerschmidt, M. (2006). eTransQual: A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping. Journal of Business Research, 59(7), 866-875.
  • Blut, M., Frennea, C., Mittal, V. ve Mothersbaugh, D. (2015). How Procedural, Financial and Relational Switching Costs Affect Customer Satisfaction, Repurchase Intentions, and Repurchase Behavior: A Meta-Analysis. International Journal of Research in Marketing, 32(2), 226–229.
  • Byrne, B. (2010). Structural Equation Modeling with AMOS. New York: Routledge Taylor & Francis.
  • Chang, H.H. , Wang, Y.H. ve Yang, W.Y. (2009). The Impact of E-Service Quality, Customer Satisfaction and Loyalty on E-Marketing: Moderating Effect of Perceived Value. Total Quality Management, 20(4), 423-443.
  • Chen, S.C. (2012). The Customer Satisfaction–Loyalty Relation in an Interactive E-Service Setting: The Mediators. Journal of Retailing and Consumer Services, 19(2), 202-210.
  • Curtis, T., Abratt, R., Rhoades, D.L. ve Dion, P. (2011). Customer Loyalty, Repurchase and Satisfaction: A Meta-Analytical Review. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 24, 1–26.
  • Duarte, P., e Silva, S.C. ve Ferreira, M.B. (2018). How Convenient Is It? Delivering Online Shopping Convenience to Enhance Customer Satisfaction and Encourage E-WOM. Journal of Retailing and Consumer Services, 44, 161-169.
  • Durmuş, B., Yurtkoru, E.S. ve Çinko, M. (2013). Sosyal Bilimlerde SPSS’le Veri Analizi (5. Baskı). İstanbul: Beta Yayıncılık.
  • Durmuş, B., Erdem, Y.C., Özçam, D.S. ve Akgün, S. (2015). Türk Giyim Sektöründe Yeni Bir E-Ticaret Modeli: Özel Alışveriş Siteleri. Öneri, 11(44), 17-32.
  • Düger, Y.S. ve Kahraman, H. (2017). Online Alışverişte Hizmet Kalitesinin Ve Algılanan Değerin Müşteri Memnuniyeti İle Tekrar Satın Alma Niyeti Üzerindeki Etkisi. Journal of International Social Research, 10(54), 819-826.
  • Elliot, S., Li, G. ve Choi, C. (2013). Understanding Service Quality in a Virtual Travel Community Environment. Journal of Business Research, 66(8), 1153-1160.
  • Fang, J., Shao, Y. ve Wen, C. (2016). Transactional Quality, Relational Quality, and Consumer E-Loyalty: Evidence from SEM and fsQCA. International Journal of Information Management, 36(6), 1205-1217.
  • Forgas-Coll, S., Palau-Saumell, R., Sánchez-García, J. ve Fandos-Roig, J.C. (2013). Airline Website Loyalty Formation and The Moderating Effects of Gender and Education. Service Business, 7(2), 255-274.
  • Fornell, C. ve Larcker, D.F. (1981). Structural Equation Models With Unobservable Variables and Measurement Error: Algebra and Statistics. Journal of Marketing Research, 382-388.
  • Gao, W., Liu, Y., Liu, Z. ve Li, J. (2018). How Does Presence Influence Purchase Intention in Online Shopping Markets? An Explanation Based on Self-Determination Theory. Behaviour & Information Technology, 37(8), 786-799.
  • Giovanis, A.N. ve Melanthiou, Y. (2017). Retailer Loyalty in The Online Context: The Influence of Transactional and Relational Experiences Assessment. Journal of Customer Behaviour, 16(1), 35-59.
  • Gounaris, S., Dimitriadis, S. ve Stathakopoulos, V. (2010). An Examination of The Effects of Service Quality and Satisfaction on Customers’ Behavioral İntentions in E-Shopping. Journal of Services Marketing, 24(2), 142–156.
  • Güllülü, U., Uçan, Ö.F. ve Karabulut, T. (2016). Es-Qual Kullanarak, Kitap Satışı Yapan Web-Sitelerin Hizmet Kalitesinin Ölçülmesi ve Bu Hizmet Kalitesinin Algılanan Değer ve Sadakat Niyeti Üzerine Etkisi: Erzincan Üniversitesi Akademisyenleri Üzerine Bir Araştırma. Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi, 30(1), 121-141.
  • Hair, J.F., Black, W.C., Babin, B.J. ve Anderson, R.E. (2014). Multivariate Data Analysis (7. Baskı). Essex: Pearson.
  • Holland, J. ve Baker, S.M. (2001). Customer Participation in Creating Site Brand Loyalty. Journal of Interactive Marketing, 15(4), 34-45.
  • Hsu, C.L. ve Liao, Y.C. (2014). Exploring The Linkages Between Perceived Information Accessibility and Microblog Stickiness: The Moderating Role of a Sense of Community. Information & Management, 51(7), 833-844.
  • Kalyoncuoğlu, S. (2018). Tüketicilerin Online Alışverişlerindeki Sanal Kart Kullanımlarının Teknoloji Kabul Modeli İle İncelenmesi. Afyon Kocatepe Üniversitesi Sosyal Bilimler Dergisi, 20(2), 193-213.
  • Kim, J.H. ve Kim, C. (2010). E-Service Quality Perceptions: A Cross-Cultural Comparison of American and Korean Consumers. Journal of Research in Interactive Marketing, 4(3), 257-275.
  • Kim, J.H. ve Lennon, S.J. (2012). Electronic Retailing and Service Quality. J. Kandampully (Ed.), Service Management: The New Paradigm in Retailing (pp. 97-116). New York: Springer.
  • Kim, S.J., Wang, R.J.H. ve Malthouse, E.C. (2015). The Effects of Adopting and Using a Brand's Mobile Application on Customers' Subsequent Purchase Behavior. Journal of Interactive Marketing, 31, 28-41.
  • Kim, S., Baek, T.H., Kim, Y.K. ve Yoo, K. (2016). Factors Affecting Stickiness and Word of Mouth in Mobile Applications. Journal of Research in Interactive Marketing, 10(3), 177-192.
  • Kumar, V., Pozza, I.D. ve Ganesh, J. (2013). Revisiting The Satisfaction- Loyalty Relationship: Empirical Generalizations and Directions for Future Research. Journal of Retailing, 89(3), 246–262.
  • Kurtuluş, K. (2010). Araştırma Yöntemleri. İstanbul: Türkmen Kitabevi.
  • Li, D., Browne, G.J. ve Wetherbe, J.C. (2006). Why Do Internet Users Stick With a Specific Website? A Relationship Perspective. International Journal of Electronic Commerce, 10(4), 105-141.
  • Li, G., Elliot, S. ve Choi, C. (2010). Electronic Word-of-Mouth in B2C Virtual Communities: An Empirical Study from CTrip.com. Journal of Global Academy of Marketing Science, 20(3), 262-268.
  • Li, H., Aham-Anyanwu, N., Tevrizci, C. ve Luo, X. (2015). The Interplay Between Value and Service Quality Experience: E-Loyalty Development Process Through The EtailQ Scale and Value Perception. Electronic Commerce Research, 15(4), 585-615.
  • Liao, Y., Wang, Y. ve Yeh, C. (2014). Exploring The Relationship Between Intentional and Behavioral Loyalty in The Context of E-Tailing. Internet Research, 24(5), 668–686.
  • Lien, C.H., Cao, Y. ve Zhou, X. (2017). Service Quality, Satisfaction, Stickiness, and Usage Intentions: An Exploratory Evaluation in The Context of Wechat Services. Computers in Human Behavior, 68, 403-410.
  • Lin, J.C.C. (2007). Online Stickiness: Its Antecedents and Effect on Purchasing Intention. Behaviour & Information Technology, 26(6), 507-516.
  • Lin, L., Hu, P.J.H., Sheng, O.R.L. ve Lee, J. (2010). Is Stickiness Profitable for Electronic Retailers? Communications of the ACM, 53(3), 132-136.
  • Loiacono, E.T., Watson, R.T. ve Goodhue, D.L. (2002). WebQual: A Measure of Website Quality. Marketing Theory and Applications, 13(3), 432-438.
  • Menon, B. (2018). The Influence of E-Relationship Quality and E-Service Quality on Customer Loyalty in the Context of Flipkart Online Retailer Services. Journal of Customer Behaviour, 17(1-2), 121-137.
  • Mishra, M. (2018). For Indian Online Shoppers, Have Saying and Doing Parted Ways? Psychology & Marketing, 35(1), 5-19.
  • Nunnally, J.C. ve Bernstein, I.H. (1994). Psychometric Theory (3. Baskı). New York: McGraw-Hill.
  • Pappas, I., Pateli, A., Giannakos, M. ve Chrissikopoulos, V. (2014). Moderating Effects of Online Shopping Experience on Customer Satisfaction and Repurchase Intentions. International Journal of Retail & Distribution Management, 42(3), 187–204.
  • Parasuraman, A., Zeithaml, V.A. ve Malhotra, A. (2005). A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(10), 1-21.
  • Polites, G.L., Williams, C.K., Karahanna, E. ve Seligman, L. (2012). A Theoretical Framework for Consumer E-Satisfaction and Site Stickiness: An Evaluation in the Context of Online Hotel Reservations. Journal of Organizational Computing and Electronic Commerce, 22, 1-37.
  • Rafiq, M., Lu, X. ve Fulford, H. (2012). Measuring Internet Retail Service Quality Using ES-QUAL. Journal of Marketing Management, 28(9-10), 1159-1173.
  • Roy, S.K., Lassar, W.M. ve Butaney, G.T. (2014). The Mediating Impact of Stickiness and Loyalty on Word-of-Mouth Promotion of Retail Websites: A Consumer Perspective. European Journal of Marketing, 48(9-10), 1828-1849.
  • Schermelleh-Engel, K., Moosbrugger, H. ve Müller, 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.
  • Sevim, N. (2018). The Effect of E-Service Quality, E-Trust and E-Satisfaction on Formation Online Customer Loyalty. Business & Management Studies: An International Journal, 6(1), 107-127.
  • Shin, J.I., Chung, K.H., Oh, J.S. ve Lee, C.W. (2013). The Effect of Site Quality on Repurchase Intention in Internet Shopping Through Mediating Variables: The Case of University Students in South Korea. International Journal of Information Management, 33(3), 453-463.
  • Srinivasan, S.S., Anderson, R. ve Ponnavolu, K. (2002). Customer Loyalty in E-Commerce: An Exploration of Its Antecedents and Consequences. Journal of Retailing, 78, 41-50.
  • Szymanski, D.M. ve Hise, R.T. (2000). E-Satisfaction: An Initial Examination”, Journal of Retailing, 76(3), 309-322.
  • Şenel, B., Şenel, M. ve Gümüştekin, G. E. (2012). E-Hizmet Kalitesine Göre Sanal Alış Veriş Sitelerinin Değerlendirilmesi. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, 33, 85-100.
  • Tsao, W.Y. (2014). Enhancing Competitive Advantages: The Contribution of Mediator and Moderator on Stickiness in the LINE. Journal of Retailing and Consumer Services, 21(6), 933-941.
  • Twentify. (2018). Türkiye’de E-ticaret: Çevrimiçi Alışverişte Tüketici Davranışları Araştırması ve Marka Karşılaştırması. https://www.twentify.com/tr/raporlar/turkiyede-e-ticaret-cevrimici-alisveriste-tuketici-davranislari-arastirmasi-ve-marka-karsilastirmasi (22.03.2019)
  • Wang, F. ve Head, M. (2007). How Can the Web Help Build Customer Relationships?: An Empirical Study on E-Tailing. Information & Management, 44(2), 115-129.
  • Wang, W.T., Wang, Y.S. ve Liu, E.R. (2016). The Stickiness Intention of Group-Buying Websites: The Integration of the Commitment–Trust Theory and E-Commerce Success Mode. Information & Management, 53(5), 625-642 . Wolfinbarger, M. ve Gilly, M.C. (2003). eTailQ: Dimensionalizing, Measuring and Predicting Etail Quality. Journal of Retailing, 79(3), 183-198.
  • Wu, J.J. ve Tsang, A.S.L. (2008). Factors Affecting Members’ Trust Belief and Behaviour Intention in Virtual Communities. Behaviour & Information Technology, 27(2), 115-125.
  • Yaşin, B., Özkan, E. ve Baloğlu, S. (2017). Tüketicilerin Çevrimiçi Perakende Alışveriş Sitelerine Yönelik Sadakatleri Üzerinde Memnuniyet, Güven ve Kalite Algılarının Rolü. Yönetim: İstanbul Üniversitesi İşletme İktisadi Enstitüsü Dergisi, 28, 24-47.
  • Yoo, B. ve Donthu, N. (2001). Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site SITEQUAL. Quarterly Journal of Electronic Commerce, 2(1), 31-45.
  • Yu, X., Roy, S.K., Quazi, A., Nguyen, B. ve Han, Y. (2017). Internet Entrepreneurship and “The Sharing of Information” in An Internet-of-Things Context: The Role of Interactivity, Stickiness, E-Satisfaction and Word-Of-Mouth in Online SMEs’ Websites. Internet Research, 27(1), 74-96.
  • Zeithaml, V.A., Parasuraman, A. ve Malhotra, A. (2000). Conceptual Framework for Understanding E-Service Quality: Implications For Future Research and Managerial Practice, Report No: 00-115. Cambridge:Marketing Science Institute.
  • Zhang, M., Guo, L., Hu, M. ve Liu, W. (2017). Influence of Customer Engagement With Company Social Networks on Stickiness: Mediating Effect of Customer Value Creation. International Journal of Information Management, 37(3), 229-240.
Toplam 66 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular İşletme
Bölüm Makaleler
Yazarlar

Cenk Erçetin Bu kişi benim 0000-0003-4562-1938

Esra Arıkan 0000-0001-9016-1382

Yayımlanma Tarihi 15 Haziran 2020
Yayımlandığı Sayı Yıl 2020 Cilt: 21 Sayı: 1

Kaynak Göster

APA Erçetin, C., & Arıkan, E. (2020). E-HİZMET KALİTESİ, E-MEMNUNİYET, E-YAPIŞKANLIK VE E-SADAKAT DAVRANIŞLARI: E-PERAKENDE ALIŞVERİŞ SİTELERİ ÜZERİNE BİR ÇALIŞMA. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi, 21(1), 67-93. https://doi.org/10.24889/ifede.563879
AMA Erçetin C, Arıkan E. E-HİZMET KALİTESİ, E-MEMNUNİYET, E-YAPIŞKANLIK VE E-SADAKAT DAVRANIŞLARI: E-PERAKENDE ALIŞVERİŞ SİTELERİ ÜZERİNE BİR ÇALIŞMA. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi. Haziran 2020;21(1):67-93. doi:10.24889/ifede.563879
Chicago Erçetin, Cenk, ve Esra Arıkan. “E-HİZMET KALİTESİ, E-MEMNUNİYET, E-YAPIŞKANLIK VE E-SADAKAT DAVRANIŞLARI: E-PERAKENDE ALIŞVERİŞ SİTELERİ ÜZERİNE BİR ÇALIŞMA”. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi 21, sy. 1 (Haziran 2020): 67-93. https://doi.org/10.24889/ifede.563879.
EndNote Erçetin C, Arıkan E (01 Haziran 2020) E-HİZMET KALİTESİ, E-MEMNUNİYET, E-YAPIŞKANLIK VE E-SADAKAT DAVRANIŞLARI: E-PERAKENDE ALIŞVERİŞ SİTELERİ ÜZERİNE BİR ÇALIŞMA. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi 21 1 67–93.
IEEE C. Erçetin ve E. Arıkan, “E-HİZMET KALİTESİ, E-MEMNUNİYET, E-YAPIŞKANLIK VE E-SADAKAT DAVRANIŞLARI: E-PERAKENDE ALIŞVERİŞ SİTELERİ ÜZERİNE BİR ÇALIŞMA”, Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi, c. 21, sy. 1, ss. 67–93, 2020, doi: 10.24889/ifede.563879.
ISNAD Erçetin, Cenk - Arıkan, Esra. “E-HİZMET KALİTESİ, E-MEMNUNİYET, E-YAPIŞKANLIK VE E-SADAKAT DAVRANIŞLARI: E-PERAKENDE ALIŞVERİŞ SİTELERİ ÜZERİNE BİR ÇALIŞMA”. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi 21/1 (Haziran 2020), 67-93. https://doi.org/10.24889/ifede.563879.
JAMA Erçetin C, Arıkan E. E-HİZMET KALİTESİ, E-MEMNUNİYET, E-YAPIŞKANLIK VE E-SADAKAT DAVRANIŞLARI: E-PERAKENDE ALIŞVERİŞ SİTELERİ ÜZERİNE BİR ÇALIŞMA. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi. 2020;21:67–93.
MLA Erçetin, Cenk ve Esra Arıkan. “E-HİZMET KALİTESİ, E-MEMNUNİYET, E-YAPIŞKANLIK VE E-SADAKAT DAVRANIŞLARI: E-PERAKENDE ALIŞVERİŞ SİTELERİ ÜZERİNE BİR ÇALIŞMA”. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi, c. 21, sy. 1, 2020, ss. 67-93, doi:10.24889/ifede.563879.
Vancouver Erçetin C, Arıkan E. E-HİZMET KALİTESİ, E-MEMNUNİYET, E-YAPIŞKANLIK VE E-SADAKAT DAVRANIŞLARI: E-PERAKENDE ALIŞVERİŞ SİTELERİ ÜZERİNE BİR ÇALIŞMA. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi. 2020;21(1):67-93.
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