Yıl 2015, Cilt 4 , Sayı 5, Sayfalar 244 - 262 2015-12-01

AN ASSESSMENT OF M-CUSTOMER SATISFACTION DRIVERS AND LEVELS FROM M-SHOPPING APPLICATIONS WITH KANO’S MODEL

Süleyman Barutçu [1] , Ali Alper Akgün [2] , Hicran Utkun Aydın Dinçer [3]


Mobil müşteri memnuniyeti, mobil müşterilerin gelecekteki satın alma niyetlerini, kararlarını ve bununla beraber mobil mağazaların gelecek kârlarını etkilemektedir. Mobil mağaza yöneticileri, mobil ticarette başarı ve sürdürülebilirlik için mobil müşteri memnuniyetini dikkate almalıdırlar. Mobil mağaza yöneticileri, mobil müşterilerin mobil mağazalardan alış veriş yapmalarını çekici kılabilmek amacıyla onlara başarılı mobil mağaza tasarımları sunmalıdırlar. Mobil mağaza uygulamaları, sürdürülebilir rekabet avantajı kazanmak için mobil müşterilerin istek ve arzularına doğrultusunda tasarlanmalıdır. Bu çalışmanın amaçları; mobil müşteri memnuniyetini etkileyen faktörleri belirlemek, mobil alışveriş uygulamalarından elde edilen mobil müşteri memnuniyet düzeyini ölçmek, Türkiye‟de mobil alışveriş hakkındaki mevcut tutumları incelemek ve mobil alışverişten elde edilen müşteri memnuniyetini arttırmak için mobil mağaza tasarımlarında gerekli olan özellikleri belirlemek olarak sıralanabilir. Bu amaçlarla, öncelikle literatür taraması yapılmış ve tanımlayıcı araştırma gerçekleştirilmiştir. Uygulama çalışmasında örneklem olarak Pamukkale Üniversitesi öğrencileri, Denizli-Türkiye seçilmiştir. Veriler 245 öğrenciden anket tekniği ile elde edilmiş ve Kano modeli ışığında analiz edilmiştir. Kano analizine göre, mobil mağaza tasarımları için beklenen özellikler ve sıradan özellikler belirlenmiştir
M-Customer satisfaction affects m-customers‟ future purchase intentions, decisions and therewithal m-stores‟ future profits. M-store managers should consider drivers of m-customer satisfaction for sustainability and success in m-commerce. M-store managers should offer a successful m-store design to attract m-customers to shop from m-stores. M-store applications should be designed according to m-customers‟ wishes and desires to gain sustainable competitive advantages. The purposes of this research are to develop a framework for determining the drivers of m-customer satisfaction, to measure m-customer satisfaction level from m-shopping applications, to examine current intentions about m-shopping in Turkey, to highlight the points in m-store design that is needed to increase m-customer satisfaction. For those objectives, first literatures were reviewed; second the descriptive researches are conducted. In the empirical study, students from Pamukkale University, Denizli-Turkey were selected as samples. The data were obtained from 245 students by using questionnaire technique and analyzed in the light of Kano model. According to Kano analysis, one dimensional and indifferent requirements for m-store design were determined
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Diğer ID JA76FZ63BA
Bölüm Araştırma Makalesi
Yazarlar

Yazar: Süleyman Barutçu
Kurum: Pamukkale University, FEAS, Department of Business Management

Yazar: Ali Alper Akgün
Kurum: Lecturer, Pamukkale University, BVS

Yazar: Hicran Utkun Aydın Dinçer
Kurum: Lecturer, Pamukkale University, BVS

Tarihler

Yayımlanma Tarihi : 1 Aralık 2015

Bibtex @ { mjss485211, journal = {MANAS Sosyal Araştırmalar Dergisi}, issn = {1694-7215}, address = {Chyngyz Aytmatov Campus, 720038, Djal, Bishkek, KYRGYZSTAN}, publisher = {Kırgızistan Türkiye Manas Üniversitesi}, year = {2015}, volume = {4}, pages = {244 - 262}, doi = {}, title = {AN ASSESSMENT OF M-CUSTOMER SATISFACTION DRIVERS AND LEVELS FROM M-SHOPPING APPLICATIONS WITH KANO’S MODEL}, key = {cite}, author = {Barutçu, Süleyman and Akgün, Ali Alper and Aydın Dinçer, Hicran Utkun} }
APA Barutçu, S , Akgün, A , Aydın Dinçer, H . (2015). AN ASSESSMENT OF M-CUSTOMER SATISFACTION DRIVERS AND LEVELS FROM M-SHOPPING APPLICATIONS WITH KANO’S MODEL. MANAS Sosyal Araştırmalar Dergisi , 4 (5) , 244-262 . Retrieved from https://dergipark.org.tr/tr/pub/mjss/issue/40500/485211
MLA Barutçu, S , Akgün, A , Aydın Dinçer, H . "AN ASSESSMENT OF M-CUSTOMER SATISFACTION DRIVERS AND LEVELS FROM M-SHOPPING APPLICATIONS WITH KANO’S MODEL". MANAS Sosyal Araştırmalar Dergisi 4 (2015 ): 244-262 <https://dergipark.org.tr/tr/pub/mjss/issue/40500/485211>
Chicago Barutçu, S , Akgün, A , Aydın Dinçer, H . "AN ASSESSMENT OF M-CUSTOMER SATISFACTION DRIVERS AND LEVELS FROM M-SHOPPING APPLICATIONS WITH KANO’S MODEL". MANAS Sosyal Araştırmalar Dergisi 4 (2015 ): 244-262
RIS TY - JOUR T1 - AN ASSESSMENT OF M-CUSTOMER SATISFACTION DRIVERS AND LEVELS FROM M-SHOPPING APPLICATIONS WITH KANO’S MODEL AU - Süleyman Barutçu , Ali Alper Akgün , Hicran Utkun Aydın Dinçer Y1 - 2015 PY - 2015 N1 - DO - T2 - MANAS Sosyal Araştırmalar Dergisi JF - Journal JO - JOR SP - 244 EP - 262 VL - 4 IS - 5 SN - 1694-7215- M3 - UR - Y2 - 2019 ER -
EndNote %0 MANAS Sosyal Araştırmalar Dergisi AN ASSESSMENT OF M-CUSTOMER SATISFACTION DRIVERS AND LEVELS FROM M-SHOPPING APPLICATIONS WITH KANO’S MODEL %A Süleyman Barutçu , Ali Alper Akgün , Hicran Utkun Aydın Dinçer %T AN ASSESSMENT OF M-CUSTOMER SATISFACTION DRIVERS AND LEVELS FROM M-SHOPPING APPLICATIONS WITH KANO’S MODEL %D 2015 %J MANAS Sosyal Araştırmalar Dergisi %P 1694-7215- %V 4 %N 5 %R %U
ISNAD Barutçu, Süleyman , Akgün, Ali Alper , Aydın Dinçer, Hicran Utkun . "AN ASSESSMENT OF M-CUSTOMER SATISFACTION DRIVERS AND LEVELS FROM M-SHOPPING APPLICATIONS WITH KANO’S MODEL". MANAS Sosyal Araştırmalar Dergisi 4 / 5 (Aralık 2015): 244-262 .
AMA Barutçu S , Akgün A , Aydın Dinçer H . AN ASSESSMENT OF M-CUSTOMER SATISFACTION DRIVERS AND LEVELS FROM M-SHOPPING APPLICATIONS WITH KANO’S MODEL. MJSS. 2015; 4(5): 244-262.
Vancouver Barutçu S , Akgün A , Aydın Dinçer H . AN ASSESSMENT OF M-CUSTOMER SATISFACTION DRIVERS AND LEVELS FROM M-SHOPPING APPLICATIONS WITH KANO’S MODEL. MANAS Sosyal Araştırmalar Dergisi. 2015; 4(5): 262-244.