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Koronavirüs'ün (Covid-19) Türkiye'de E-Ticaret Müşteri Memnuniyetine Etkisi: Trendyol Örneği

Yıl 2021, Cilt: 3 Sayı: 1, 39 - 50, 30.06.2021

Öz

Koronavirüs (COVID-19) pandemisi nedeniyle birçok ülkede zorunlu sosyal kısıtlamalara gidilmiştir. Kısıtlamalar nedeniyle işletmelerin faaliyetlerininin geçici olarak durdurulması sonucunda tüketiciler temel ihtiyaçlar başta olmak üzere birçok ihtiyacını e-ticaret sitelerinden tedarik etmeye başlamışlardır. E-ticaret kanallarında yaşanan yeni tüketici girişleri, yoğunluk ve kriz dönemi uygulamaları bu platformlarda kullanıcıların memnuniyetini etkileyen faktörlerde değişikliklere yol açmaktadır. Bu çalışma, Türkiye’de koronavirüs pandemi sürecinde, e-ticaret müşterilerinin memnuniyetinde yaşanan değişimi tüketici yorum ve yıldız derecelendirmelerinden yola çıkarak ortaya koymayı amaçlamaktadır. Bu kapsamda Türkiye’nin en fazla trafik alan e-ticaret sitelerinden Trendyol.com’un satışını yaptığı çeşitli kategorilerdeki ürünlere yapılan 63996 kullanıcı yorumu metin madenciliği yöntemi ile analiz edilmiştir. Elde edilen bulgulara göre, pandemi öncesinde kullanıcılar değerlendirmelerinde ürün niteliği, ürün memnuniyeti ve teslimat hızına dikkat çekmekte iken, pandemi sürecinde e-ticaret müşterilerinin satın alma karar süreçlerinde finansal olarak daha duyarlı oldukları görülmüştür. Ayrıca pandemi sürecinde e-tüketiciler yapılan yorumlardan ürün tercihinde daha sık faydalandıklarını belirtmişlerdir.

Kaynakça

  • [1] F.-V. PANTELIMON, T. M. GEORGESCU, and B.-S. POSEDARU, “The Impact of Mobile e-Commerce on GDP: A Comparative Analysis between Romania and Germany and how Covid-19 Influences the e-Commerce Activity Worldwide,” Inform. Econ., vol. 24, no. 2/2020, pp. 27–41, 2020, doi: 10.24818/issn14531305/24.2.2020.03.
  • [2] F. Ali, “Ecommerce trends amid coronavirus pandemic in charts,” 2021. https://www.digitalcommerce360.com/2021/02/15/ecommerce-during-coronavirus-pandemic-in-charts/ (accessed Feb. 20, 2021).
  • [3] A. E. Mansour Abd Elrhim, “The Effect of COVID-19 Spread on Egyptian Consumer Behavior,” SSRN Electron. J., pp. 1–14, 2020, doi: 10.2139/ssrn.3673931.
  • [4] M. Leonhardt, “Stocking up during coronavirus leads to spike in sales for products,” Mar. 06, 2020. https://www.cnbc.com/2020/03/06/stocking-up-during-coronavirus-leads-to-spike-in-sales-for-products.html (accessed Feb. 20, 2021).
  • [5] N. Hao, H. H. Wang, and Q. Zhou, “The impact of online grocery shopping on stockpile behavior in Covid-19,” China Agric. Econ. Rev., vol. 12, no. 3, pp. 459–470, 2020, doi: 10.1108/CAER-04-2020-0064.
  • [6] K. Jones, “The Fastest Growing and Declining E-commerce Categories,” 2020. https://www.visualcapitalist.com/shoppers-buying-online-ecommerce-covid-19/ (accessed Feb. 20, 2021).
  • [7] N. Sormanen, J. Rohila, E. Lauk, T. Uskali, J. Jouhki, and M. Penttinen, “Chances and challenges of computational data gathering and analysis: The case of issue-attention cycles on facebook,” Digit. Journal., vol. 4, no. 1, pp. 55–74, 2016, doi: 10.1080/21670811.2015.1096614.
  • [8] A. N. Markam and N. K. Baym, Internet inquiry: conversations about method. CA, USA: SAGE, 2009.
  • [9] P. Chen, S. Dhanasobhon, and M. D. Smith, “All Reviews are Not Created Equal : The Disaggregate Impact of Reviews and Reviewers at Amazon.com ABSTRACT,” Public Policy, no. July, 2006, [Online]. Available: http://ssrn.com/abstract=918083.
  • [10] E. K. Clemons, G. Gao, and L. M. Hitt, “When online reviews meet hyperdifferentiation: A study of the craft beer industry,” J. Manag. Inf. Syst., vol. 23, no. 2, pp. 149–171, 2006, doi: 10.2753/MIS0742-1222230207.
  • [11] S. M. Mudambi and D. Schuff, “What makes a helpful online review? A study of customer reviews on amazon.com,” MIS Q. Manag. Inf. Syst., vol. 34, no. 1, pp. 185–200, 2010, doi: 10.2307/20721420.
  • [12] O. Adrienko, “Coronavirus Impact on eCommerce and Customer Trends - SEMrush,” 2020. https://www.semrush.com/blog/ecommerce-covid-19/ (accessed Feb. 20, 2021).
  • [13] DSÖ, “Coronavirus,” DSÖ, Dünya Sağlık Örgütü. https://www.who.int/health-topics/coronavirus#tab=tab_1 (accessed Aug. 02, 2020).
  • [14] DSÖ, “WHO Coronavirus (COVID-19) Dashboard,” DSÖ, Dünya Sağlık Örgütü. ttps://www.who.int/health-topics/coronavirus#tab=tab_1 (accessed Aug. 02, 2020).
  • [15] B. Ortahamamcilar, “İtalya’da 69 gün süren ‘Covid-19 esareti’ sona erdi: Hangi işletmeler açılıyor?,” Euronews, 2020.
  • [16] K. Tyko, “Thanksgiving store hours: Majority of retailers are closed Thursday,” 2020. https://www.usatoday.com/story/money/shopping/2020/11/22/thanksgiving-store-hours-2020-walmart-closed-thursday/6338275002/ (accessed Feb. 20, 2021).
  • [17] “81 İl Valiliğine Coronavirüs Tedbirleri Konulu Ek Bir Genelge Daha Gönderildi,” Türkiye İçişleri Bakanlığı, 2020. https://www.icisleri.gov.tr/81-il-valiligine-koronavirus-tedbirleri-konulu-ek-genelge-gonderildi (accessed Aug. 02, 2020).
  • [18] “Koronavirüs Tedbirleri Genelgesi Kapsamında 149.382 İş Yeri Geçici Süreliğine Faaliyetlerine Ara Verdi,” Türkiye İçişleri Bakanlığı, 2020. https://www.icisleri.gov.tr/koronavirus-tedbirleri-genelgesi-kapsaminda-149382-is-yeri-gecici-sureligine-faaliyetlerine-ara-verdi (accessed Aug. 02, 2020).
  • [19] “Media & Entertainment,” Harris Interactive, 2020. https://harris-interactive.co.uk/wp-content/uploads/sites/7/2020/06/wave-4_media-amp-entertainment_global-barometer.pdf (accessed Aug. 07, 2020).
  • [20] H. A. H. Dang and C. Viet Nguyen, “Gender inequality during the COVID-19 pandemic: Income, expenditure, savings, and job loss,” World Dev., vol. 140, p. 105296, 2020, doi: 10.1016/j.worlddev.2020.105296.
  • [21] D. A. Williamson, “US Social Media Usage Is Up amid the Pandemic but Will Likely Moderate Later in the Year - Insider Intelligence Trends, Forecasts & Statistics,” 2020. https://www.emarketer.com/content/uptick-us-adults-social-media-usage-will-likely-normalize-post-pandemic?ecid=NL1001 (accessed Feb. 20, 2021).
  • [22] M. O’Brien, “Walmart+ Coming Soon, Cheaper Alternative to Amazon Prime,” Jul. 07, 2020. https://multichannelmerchant.com/operations/walmart-coming-soon-cheaper-alternative-amazon-prime/ (accessed Feb. 20, 2021).
  • [23] J. Melton, “Bed Bath & Beyond starts a 3-year plan to update its technology,” 2021. https://www.digitalcommerce360.com/2021/02/12/bed-bath-beyond-starts-a-3-year-plan-to-update-its-technology/ (accessed Feb. 20, 2021).
  • [24] B. de Albergaria, “What the hyper-mobile holidays and pandemic teaches retailers,” 2021. https://www.digitalcommerce360.com/2021/02/09/retail-lessons-from-the-hyper‑mobile-holidays-and-pandemic/ (accessed Feb. 20, 2021).
  • [25] G. Kesten, “As Online Prices Increase, Consumers’ Purchasing Power Declines,” Jul. 13, 2020. https://blog.adobe.com/en/2020/07/13/as-online-prices-increase-consumers-purchasing-power-declines.html#gs.tho535 (accessed Feb. 20, 2021).
  • [26] “AMAZON.COM ANNOUNCES SECOND QUARTER RESULTS,” Amazon, 2020. https://s2.q4cdn.com/299287126/files/doc_financials/2020/q2/update/Q2-2020-Amazon-Earnings-Release.pdf (accessed Aug. 07, 2020).
  • [27] J. is M. Denton, “B&Q owner Kingfisher saw online sales surge over 225% in June and bucks the trend for dismal retail news with profit forecast boost,” Business & Markets, 2020. https://www.thisismoney.co.uk/money/markets/article-8547787/B-Q-owner-Kingfisher-saw-online-sales-surge-225-June.html.
  • [28] A. Samet, “How the Coronavirus Is Affecting Retail Sales - Insider Intelligence Trends, Forecasts & Statistics.” https://www.emarketer.com/content/us-ecommerce-will-rise-18-2020-amid-pandemic?ecid=NL1001 (accessed Feb. 20, 2021).
  • [29] “Türkiye’de E-Ticaret 2019 Pazar Büyüklüğü,” TUBISAD, 2020. http://www.tubisad.org.tr/tr/images/pdf/tubisad_e-ticaret_2019_pazar_buyuklugu_raporu.pdf (accessed Aug. 02, 2020).
  • [30] I. Brown and R. Jayakody, “B2C e-commerce success: A test and validation of a revised conceptual model,” Electron. J. Inf. Syst. Eval., vol. 11, no. 3, pp. 167–184, 2008.
  • [31] T. van Dat, “Assessing the effects of service quality, experience value, relationship quality on behavioral intentions,” J. Asian Financ. Econ. Bus., vol. 7, no. 3, pp. 167–175, 2020, doi: 10.13106/jafeb.2020.vol7.no3.167.
  • [32] A. Molla, P. S. P. Licker, P. S. Lickler, P. S. P. Licker, A. Molla, and P. S. Lickler, “E-commerce systems success: An attempt to extend and respecify the Delone and Maclean model of IS success,” J. Electron. Commer. Res., vol. 2, no. 4, pp. 131–141, 2001, [Online]. Available: http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.92.6900&rep=rep1&type=pdf.
  • [33] Ι. Tzavlopoulos, K. Gotzamani, A. Andronikidis, and C. Vassiliadis, “Determining the impact of e-commerce quality on customers’ perceived risk, satisfaction, value and loyalty,” Int. J. Qual. Serv. Sci., vol. 11, no. 4, pp. 576–587, 2019, doi: 10.1108/IJQSS-03-2019-0047.
  • [34] J. L. M. Tam, “Customer Satisfaction, Service Quality and Perceived Value: An Integrative Model,” J. Mark. Manag., vol. 20, no. 7–8, pp. 897–917, 2004, doi: 10.1362/0267257041838719.
  • [35] J. Kim, B. Jin, and J. L. Swinney, “The role of etail quality, e-satisfaction and e-trust in online loyalty development process,” J. Retail. Consum. Serv., vol. 16, no. 4, pp. 239–247, 2009, doi: 10.1016/j.jretconser.2008.11.019.
  • [36] L. Melián-Alzola and V. Padrón-Robaina, “Tangibility as a quality factor in electronic commerce b2c,” Manag. Serv. Qual., vol. 16, no. 3, pp. 320–338, 2006, doi: 10.1108/09604520610663525.
  • [37] S. J. Barnes and R. T. Vidgen, “AN INTEGRATIVE APPROACH TO THE ASSESSMENT OF E-COMMERCE QUALITY,” J. Electron. Commer. Res., vol. 3, no. 3, pp. 114–127, 2002, doi: 10.1080/00223891.2013.770400.
  • [38] H. Li and E. Dinlersoz, “Quality-based Price Discrimination: Evidence from Internet Retailers’ Shipping Options,” J. Retail., vol. 88, no. 2, pp. 276–290, 2012, doi: 10.1016/j.jretai.2011.12.002.
  • [39] E. N. Cakar and A. Akbiyik, “Focus Issue in Consumer Reviews on Fmcg: Is the Product Evaluated or the Sales Service,” Ajit-e Online Acad. J. Inf. Technol., vol. 9, no. 33, pp. 147–158, 2018, doi: 10.5824/1309-1581.2018.3.009.x.
  • [40] A. J. Flanagin, M. J. Metzger, R. Pure, and A. Markov, “User-generated ratings and the evaluation of credibility and product quality in ecommerce transactions,” Proc. Annu. Hawaii Int. Conf. Syst. Sci., pp. 1–10, 2011, doi: 10.1109/HICSS.2011.474.
  • [41] A. J. Flanagin, M. J. Metzger, R. Pure, A. Markov, and E. Hartsell, “Mitigating risk in ecommerce transactions: Perceptions of information credibility and the role of user-generated ratings in product quality and purchase intention,” Electron. Commer. Res., vol. 14, no. 1, pp. 1–23, 2014, doi: 10.1007/s10660-014-9139-2.
  • [42] S. M. Weiss, N. Indurkhya, T. Zhang, and F. J. Damerau, Text mining: predictive methods for analyzing unstructured information. New York, USA: Springer, 2005.
  • [43] G. Chakraborty, M. Pagolu, and S. Garla, Text mining and analysis: practical methods, examples, and case studies using SAS. NC, USA: SAS Institute, 2014.
  • [44] L. Hillier, “Stats roundup: the impact of Covid-19 on marketing & advertising | Econsultancy,” 2021. https://econsultancy.com/stats-roundup-coronavirus-impact-on-marketing-advertising/ (accessed Feb. 20, 2021).

Impact of Coronavirus (Covid-19) Outbreak on E-Commerce Customers' Satisfaction in Turkey: The Case of Trendyol

Yıl 2021, Cilt: 3 Sayı: 1, 39 - 50, 30.06.2021

Öz

Coronavirus (COVID-19) outbreak has resulted in mandatory social restrictions and temporary interruption of businesses in many countries. As a result, consumers started to supply their needs, especially basic needs, from e-commerce sites. Introduction of new consumers into e-commerce channels, high traffic and crisis period applications changed the satisfaction factors of the e-commerce customers. In this study, the change in e-consume costumer’s satisfaction during the pandemic period, which started with the announcement of Turkey’s first coronavirus case, was presented by comparing it to the pre-pandemic situation. In this context, 63996 user comments in various product categories of Trendyol.com, one of Turkey's highest visited e-commerce site, was analyzed using the text mining method. According to the findings, before the COVID-19 outbreak users were drawing attention to product feature, product satisfaction, and delivery speed in their comments. However, during the outbreak e-consumers were more financially sensitive in their purchasing decisions. In addition, e-consumers stated that they utilize the comments more frequently in their decision process.

Kaynakça

  • [1] F.-V. PANTELIMON, T. M. GEORGESCU, and B.-S. POSEDARU, “The Impact of Mobile e-Commerce on GDP: A Comparative Analysis between Romania and Germany and how Covid-19 Influences the e-Commerce Activity Worldwide,” Inform. Econ., vol. 24, no. 2/2020, pp. 27–41, 2020, doi: 10.24818/issn14531305/24.2.2020.03.
  • [2] F. Ali, “Ecommerce trends amid coronavirus pandemic in charts,” 2021. https://www.digitalcommerce360.com/2021/02/15/ecommerce-during-coronavirus-pandemic-in-charts/ (accessed Feb. 20, 2021).
  • [3] A. E. Mansour Abd Elrhim, “The Effect of COVID-19 Spread on Egyptian Consumer Behavior,” SSRN Electron. J., pp. 1–14, 2020, doi: 10.2139/ssrn.3673931.
  • [4] M. Leonhardt, “Stocking up during coronavirus leads to spike in sales for products,” Mar. 06, 2020. https://www.cnbc.com/2020/03/06/stocking-up-during-coronavirus-leads-to-spike-in-sales-for-products.html (accessed Feb. 20, 2021).
  • [5] N. Hao, H. H. Wang, and Q. Zhou, “The impact of online grocery shopping on stockpile behavior in Covid-19,” China Agric. Econ. Rev., vol. 12, no. 3, pp. 459–470, 2020, doi: 10.1108/CAER-04-2020-0064.
  • [6] K. Jones, “The Fastest Growing and Declining E-commerce Categories,” 2020. https://www.visualcapitalist.com/shoppers-buying-online-ecommerce-covid-19/ (accessed Feb. 20, 2021).
  • [7] N. Sormanen, J. Rohila, E. Lauk, T. Uskali, J. Jouhki, and M. Penttinen, “Chances and challenges of computational data gathering and analysis: The case of issue-attention cycles on facebook,” Digit. Journal., vol. 4, no. 1, pp. 55–74, 2016, doi: 10.1080/21670811.2015.1096614.
  • [8] A. N. Markam and N. K. Baym, Internet inquiry: conversations about method. CA, USA: SAGE, 2009.
  • [9] P. Chen, S. Dhanasobhon, and M. D. Smith, “All Reviews are Not Created Equal : The Disaggregate Impact of Reviews and Reviewers at Amazon.com ABSTRACT,” Public Policy, no. July, 2006, [Online]. Available: http://ssrn.com/abstract=918083.
  • [10] E. K. Clemons, G. Gao, and L. M. Hitt, “When online reviews meet hyperdifferentiation: A study of the craft beer industry,” J. Manag. Inf. Syst., vol. 23, no. 2, pp. 149–171, 2006, doi: 10.2753/MIS0742-1222230207.
  • [11] S. M. Mudambi and D. Schuff, “What makes a helpful online review? A study of customer reviews on amazon.com,” MIS Q. Manag. Inf. Syst., vol. 34, no. 1, pp. 185–200, 2010, doi: 10.2307/20721420.
  • [12] O. Adrienko, “Coronavirus Impact on eCommerce and Customer Trends - SEMrush,” 2020. https://www.semrush.com/blog/ecommerce-covid-19/ (accessed Feb. 20, 2021).
  • [13] DSÖ, “Coronavirus,” DSÖ, Dünya Sağlık Örgütü. https://www.who.int/health-topics/coronavirus#tab=tab_1 (accessed Aug. 02, 2020).
  • [14] DSÖ, “WHO Coronavirus (COVID-19) Dashboard,” DSÖ, Dünya Sağlık Örgütü. ttps://www.who.int/health-topics/coronavirus#tab=tab_1 (accessed Aug. 02, 2020).
  • [15] B. Ortahamamcilar, “İtalya’da 69 gün süren ‘Covid-19 esareti’ sona erdi: Hangi işletmeler açılıyor?,” Euronews, 2020.
  • [16] K. Tyko, “Thanksgiving store hours: Majority of retailers are closed Thursday,” 2020. https://www.usatoday.com/story/money/shopping/2020/11/22/thanksgiving-store-hours-2020-walmart-closed-thursday/6338275002/ (accessed Feb. 20, 2021).
  • [17] “81 İl Valiliğine Coronavirüs Tedbirleri Konulu Ek Bir Genelge Daha Gönderildi,” Türkiye İçişleri Bakanlığı, 2020. https://www.icisleri.gov.tr/81-il-valiligine-koronavirus-tedbirleri-konulu-ek-genelge-gonderildi (accessed Aug. 02, 2020).
  • [18] “Koronavirüs Tedbirleri Genelgesi Kapsamında 149.382 İş Yeri Geçici Süreliğine Faaliyetlerine Ara Verdi,” Türkiye İçişleri Bakanlığı, 2020. https://www.icisleri.gov.tr/koronavirus-tedbirleri-genelgesi-kapsaminda-149382-is-yeri-gecici-sureligine-faaliyetlerine-ara-verdi (accessed Aug. 02, 2020).
  • [19] “Media & Entertainment,” Harris Interactive, 2020. https://harris-interactive.co.uk/wp-content/uploads/sites/7/2020/06/wave-4_media-amp-entertainment_global-barometer.pdf (accessed Aug. 07, 2020).
  • [20] H. A. H. Dang and C. Viet Nguyen, “Gender inequality during the COVID-19 pandemic: Income, expenditure, savings, and job loss,” World Dev., vol. 140, p. 105296, 2020, doi: 10.1016/j.worlddev.2020.105296.
  • [21] D. A. Williamson, “US Social Media Usage Is Up amid the Pandemic but Will Likely Moderate Later in the Year - Insider Intelligence Trends, Forecasts & Statistics,” 2020. https://www.emarketer.com/content/uptick-us-adults-social-media-usage-will-likely-normalize-post-pandemic?ecid=NL1001 (accessed Feb. 20, 2021).
  • [22] M. O’Brien, “Walmart+ Coming Soon, Cheaper Alternative to Amazon Prime,” Jul. 07, 2020. https://multichannelmerchant.com/operations/walmart-coming-soon-cheaper-alternative-amazon-prime/ (accessed Feb. 20, 2021).
  • [23] J. Melton, “Bed Bath & Beyond starts a 3-year plan to update its technology,” 2021. https://www.digitalcommerce360.com/2021/02/12/bed-bath-beyond-starts-a-3-year-plan-to-update-its-technology/ (accessed Feb. 20, 2021).
  • [24] B. de Albergaria, “What the hyper-mobile holidays and pandemic teaches retailers,” 2021. https://www.digitalcommerce360.com/2021/02/09/retail-lessons-from-the-hyper‑mobile-holidays-and-pandemic/ (accessed Feb. 20, 2021).
  • [25] G. Kesten, “As Online Prices Increase, Consumers’ Purchasing Power Declines,” Jul. 13, 2020. https://blog.adobe.com/en/2020/07/13/as-online-prices-increase-consumers-purchasing-power-declines.html#gs.tho535 (accessed Feb. 20, 2021).
  • [26] “AMAZON.COM ANNOUNCES SECOND QUARTER RESULTS,” Amazon, 2020. https://s2.q4cdn.com/299287126/files/doc_financials/2020/q2/update/Q2-2020-Amazon-Earnings-Release.pdf (accessed Aug. 07, 2020).
  • [27] J. is M. Denton, “B&Q owner Kingfisher saw online sales surge over 225% in June and bucks the trend for dismal retail news with profit forecast boost,” Business & Markets, 2020. https://www.thisismoney.co.uk/money/markets/article-8547787/B-Q-owner-Kingfisher-saw-online-sales-surge-225-June.html.
  • [28] A. Samet, “How the Coronavirus Is Affecting Retail Sales - Insider Intelligence Trends, Forecasts & Statistics.” https://www.emarketer.com/content/us-ecommerce-will-rise-18-2020-amid-pandemic?ecid=NL1001 (accessed Feb. 20, 2021).
  • [29] “Türkiye’de E-Ticaret 2019 Pazar Büyüklüğü,” TUBISAD, 2020. http://www.tubisad.org.tr/tr/images/pdf/tubisad_e-ticaret_2019_pazar_buyuklugu_raporu.pdf (accessed Aug. 02, 2020).
  • [30] I. Brown and R. Jayakody, “B2C e-commerce success: A test and validation of a revised conceptual model,” Electron. J. Inf. Syst. Eval., vol. 11, no. 3, pp. 167–184, 2008.
  • [31] T. van Dat, “Assessing the effects of service quality, experience value, relationship quality on behavioral intentions,” J. Asian Financ. Econ. Bus., vol. 7, no. 3, pp. 167–175, 2020, doi: 10.13106/jafeb.2020.vol7.no3.167.
  • [32] A. Molla, P. S. P. Licker, P. S. Lickler, P. S. P. Licker, A. Molla, and P. S. Lickler, “E-commerce systems success: An attempt to extend and respecify the Delone and Maclean model of IS success,” J. Electron. Commer. Res., vol. 2, no. 4, pp. 131–141, 2001, [Online]. Available: http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.92.6900&rep=rep1&type=pdf.
  • [33] Ι. Tzavlopoulos, K. Gotzamani, A. Andronikidis, and C. Vassiliadis, “Determining the impact of e-commerce quality on customers’ perceived risk, satisfaction, value and loyalty,” Int. J. Qual. Serv. Sci., vol. 11, no. 4, pp. 576–587, 2019, doi: 10.1108/IJQSS-03-2019-0047.
  • [34] J. L. M. Tam, “Customer Satisfaction, Service Quality and Perceived Value: An Integrative Model,” J. Mark. Manag., vol. 20, no. 7–8, pp. 897–917, 2004, doi: 10.1362/0267257041838719.
  • [35] J. Kim, B. Jin, and J. L. Swinney, “The role of etail quality, e-satisfaction and e-trust in online loyalty development process,” J. Retail. Consum. Serv., vol. 16, no. 4, pp. 239–247, 2009, doi: 10.1016/j.jretconser.2008.11.019.
  • [36] L. Melián-Alzola and V. Padrón-Robaina, “Tangibility as a quality factor in electronic commerce b2c,” Manag. Serv. Qual., vol. 16, no. 3, pp. 320–338, 2006, doi: 10.1108/09604520610663525.
  • [37] S. J. Barnes and R. T. Vidgen, “AN INTEGRATIVE APPROACH TO THE ASSESSMENT OF E-COMMERCE QUALITY,” J. Electron. Commer. Res., vol. 3, no. 3, pp. 114–127, 2002, doi: 10.1080/00223891.2013.770400.
  • [38] H. Li and E. Dinlersoz, “Quality-based Price Discrimination: Evidence from Internet Retailers’ Shipping Options,” J. Retail., vol. 88, no. 2, pp. 276–290, 2012, doi: 10.1016/j.jretai.2011.12.002.
  • [39] E. N. Cakar and A. Akbiyik, “Focus Issue in Consumer Reviews on Fmcg: Is the Product Evaluated or the Sales Service,” Ajit-e Online Acad. J. Inf. Technol., vol. 9, no. 33, pp. 147–158, 2018, doi: 10.5824/1309-1581.2018.3.009.x.
  • [40] A. J. Flanagin, M. J. Metzger, R. Pure, and A. Markov, “User-generated ratings and the evaluation of credibility and product quality in ecommerce transactions,” Proc. Annu. Hawaii Int. Conf. Syst. Sci., pp. 1–10, 2011, doi: 10.1109/HICSS.2011.474.
  • [41] A. J. Flanagin, M. J. Metzger, R. Pure, A. Markov, and E. Hartsell, “Mitigating risk in ecommerce transactions: Perceptions of information credibility and the role of user-generated ratings in product quality and purchase intention,” Electron. Commer. Res., vol. 14, no. 1, pp. 1–23, 2014, doi: 10.1007/s10660-014-9139-2.
  • [42] S. M. Weiss, N. Indurkhya, T. Zhang, and F. J. Damerau, Text mining: predictive methods for analyzing unstructured information. New York, USA: Springer, 2005.
  • [43] G. Chakraborty, M. Pagolu, and S. Garla, Text mining and analysis: practical methods, examples, and case studies using SAS. NC, USA: SAS Institute, 2014.
  • [44] L. Hillier, “Stats roundup: the impact of Covid-19 on marketing & advertising | Econsultancy,” 2021. https://econsultancy.com/stats-roundup-coronavirus-impact-on-marketing-advertising/ (accessed Feb. 20, 2021).
Toplam 44 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Cilt: 3 - Sayı: 1 - 30 Haziran 2021
Yazarlar

Neşe Baz Aktaş 0000-0001-7840-349X

Bahadır Aktaş 0000-0002-3650-6471

Adem Akbıyık 0000-0001-7634-4545

Yayımlanma Tarihi 30 Haziran 2021
Yayımlandığı Sayı Yıl 2021 Cilt: 3 Sayı: 1

Kaynak Göster

APA Baz Aktaş, N., Aktaş, B., & Akbıyık, A. (2021). Koronavirüs’ün (Covid-19) Türkiye’de E-Ticaret Müşteri Memnuniyetine Etkisi: Trendyol Örneği. Journal of Information Systems and Management Research, 3(1), 39-50.