WHAT IS WRONG WITH PRIVATE SHOPPING SITES? – EVIDENCE FROM TURKEY

Abstract

Since 2008, private shopping sites have been amongst the leading business models in the world. However, with the growing number of these companies, there are some problems which are declared by the customers through online platforms. Hence, this study provides evidence from Turkey through the examination of the customer complaints from the leading private shopping sites. In this regard, 1,014 customer complaints were analyzed for the period of three months (April, May and June 2013) from the popular online platform “sikayetvar.com”. The findings reveal that private shopping sites have same types of customer complaints which occur mainly due to problems in the logistics capabilities of the companies. However, number of complaints differs significantly according to private shopping sites and months. This study contributes to literature through identification of variations in the number and category of complaints across months and among private shopping sites. Additionally, it provides managerial implications for private shopping sites to improve the logistics capabilities and other facilities

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