Araştırma Makalesi
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Web Sayfası Canlı Desteğin, Web Sayfası Güven Ve Web Sayfası Kullanım Kalitesine Etkisi: Online Alışveriş Siteleri Üzerine Bir Araştırma

Yıl 2021, Cilt: 17 Sayı: 37, 4535 - 4562, 31.05.2021
https://doi.org/10.26466/opus.687398

Öz

Online alışveriş sitelerinin artması ve internete kolay erişim sağlanması, online ortamda rekabetin de artmasına sebep olmaktadır. Her geçen gün müşteriler için seçenekler artarken, e-perakendeciler için müşteri kazanmak zorlaşmaktadır. Bunun en temel sebeplerinden biri güven ve kalitedir. Satıcı güvenilir olduğunu ve kalitesini kanıtlayarak müşteri kazanmak, tüketici ise istek ve ihtiyaçlarının karşılanacağından emin olmak istemektedir. Tüketiciler ve satıcılar arasında kolay bir iletişim olması kendilerini ifade edebilmeleri açısından önemlidir. Canlı destek sistemi, çevrimiçi müşterilere gerçek zamanlı ve isteğe bağlı destek sağlamak için yenilikçi bir araçtır. Bu çalışmanın amacı online alışveriş sitelerinde canlı destek sisteminin web sayfası kullanım kalitesi ve web sayfası güveni üzerindeki etkisinin incelenmesidir. Canlı desteğin web sayfası kullanım kalitesi ve web sayfası güveni üzerindeki etkisi ve aralarındaki ilişki temel olarak 8 hipotez sınaması ile incelenmektedir. Araştırma e-ticaret sitelerini kullanan 346 katılımcı üzerinde gerçekleştirilmiştir. Veriler literatürde çok sık kullanılan veri toplama yöntemlerinden biri olan anket yöntemi ile toplanmış, SPSS paket programı ile analiz edilmiştir. Araştırma sonuçları incelendiğinde canlı destek, web sayfası güven ve web sayfası kullanım kalitesi arasında pozitif yönde anlamlı ilişkiler bulunmuş ve ortaya konulan hipotezler doğrulanmıştır.

Kaynakça

  • Abbott, M., Chiang, K.-P. ve Hwang, Y.-s. (2000). The process of on-line store loyalty formation. ACR North American Advances.
  • Åberg, J. ve Shahmehri, N. (2000). The role of human Web assistants in e-commerce: an analysis and a usability study. Internet Research, 10(2), 114-125.
  • Aladwani, A. M. ve Palvia, P. C. (2002). Developing and validating an instrument for measuring user-perceived web quality. Information & Management, 39(6), 467-476.
  • Amannejad, Y., Krishnamurthy, D. ve Far, B. (2016). Predicting web service response time percentiles. Paper presented at the 2016 12th Interna-tional Conference on Network and Service Management (CNSM).
  • Andaleeb, S. S. (1996). An experimental investigation of satisfaction and commitment in marketing channels: the role of trust and depend-ence. Journal of retailing, 72(1), 77-93.
  • Andrews, D. C. (2010). Georgetown University. Online customer service chat: Usability and sociability issues. www. array-devcom/commerce/jim/0203-0 l. htm.
  • Aydınhan, E. ve Serhat, E. (2019). Web sayfasına güven ve canlı desteğin yeniden satın alma niyeti üzerine etkisi: Online alışveriş siteleri üzerine bir araştırma. İstanbul Gelişim Üniversitesi Sosyal Bilimler Dergisi, 6, 123-140.
  • Barnes, S. J. ve Vidgen, R. (2001). An evaluation of cyber-bookshops: the WebQual method. International Journal of Electronic Commerce, 6(1), 11-30.
  • Basso, A., Goldberg, D., Greenspan, S. ve Weimer, D. (2001). First impres-sions: Emotional and cognitive factors underlying judgments of trust e-commerce. Paper presented at the Proceedings of the 3rd ACM con-ference on Electronic Commerce.
  • Belanger, F., Hiller, J. S. ve Smith, W. J. (2002). Trustworthiness in electron-ic commerce: the role of privacy, security, and site attributes. The journal of strategic Information Systems, 11(3-4), 245-270.
  • Brohman, M. K., Watson, R. T., Piccoli, G. ve Parasurama, A. (2003). Data completeness: a key to effective net-based customer service systems. Communications of the ACM, 46(6), 47-51.
  • Brown, S. P. ve Chin, W. W. (2004). Satisfying and retaining customers through independent service representatives. Decision Sciences, 35(3), 527-550.
  • Chang, Y.-S. ve Fang, S.-R. (2013). Antecedents and distinctions between online trust and distrust: Predicting high-and low-risk internet be-haviors. Journal of electronic commerce research, 14(2), 149.
  • Chattaraman, V., Kwon, W.-S. ve Gilbert, J. E. (2012). Virtual agents in retail web sites: Benefits of simulated social interaction for older us-ers. Computers in Human Behavior, 28(6), 2055-2066.
  • Childers, T. L., Carr, C. L., Peck, J. ve Carson, S. (2001). Hedonic and utilitarian motivations for online retail shopping behavior. Journal of re-tailing, 77(4), 511-535.
  • Cui, L., Huang, S., Wei, F., Tan, C., Duan, C. ve Zhou, M. (2017). Super-agent: A customer service chatbot for e-commerce websites. Paper pre-sented at the Proceedings of ACL 2017, System Demonstrations.
  • Daniel, E. ve Klimis, G. M. (1999). The impact of electronic commerce on market structure:: An evaluation of the electronic market hypothesis. European Management Journal, 17(3), 318-325.
  • Elmorshidy, A. (2011). Benefits analysis of live customer support chat in E-commerce websites: dimensions of a new success model for live customer support chat. Paper presented at the 2011 10th International Conference on Machine Learning and Applications and Workshops.
  • Elmorshidy, A. (2013). Applying the technology acceptance and service quality models to live customer support chat for e-commerce web-sites. Journal of Applied Business Research, 29(2), 589-595.
  • Elmorshidy, A., M Mostafa, M., El-Moughrabi, I. ve Al-Mezen, H. (2015). Factors influencing live customer support chat services: an empiri-cal investigation in Kuwait. Journal of theoretical and applied electronic commerce research, 10(3), 63-76.
  • Flanagin, A. J. ve Metzger, M. J. (2007). The role of site features, user at-tributes, and information verification behaviors on the perceived credibility of web-based information. New media & society, 9(2), 319-342.
  • Flavián, C., Guinalíu, M. ve Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information & Management, 43(1), 1-14.
  • Fung, R. ve Lee, M. (1999). EC-trust (trust in electronic commerce): exploring the antecedent factors. AMCIS 1999 Proceedings, 179.
  • Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. Journal of marketing, 58(2), 1-19.
  • Gebauer, H. (2007). An investigation of antecedents for the development of customer support services in manufacturing companies. Journal of business-to-Business Marketing, 14(3), 59-96.
  • Gefen, D., Karahanna, E. ve Straub, D. W. (2003). Trust and TAM in online shopping: An integrated model. MIS quarterly, 27(1), 51-90.
  • Go, E. ve Sundar, S. S. (2019). Humanizing chatbots: The effects of visual, identity and conversational cues on humanness perceptions. Com-puters in Human Behavior, 97, 304-316.
  • Goes, P., Ilk, N., Yue, W. T. ve Zhao, J. L. (2012). Live-chat agent assignments to heterogeneous e-customers under imperfect classification. ACM Transactions on Management Information Systems (TMIS), 2(4), 1-15.
  • Grönroos, C. (1996). Relationship marketing logic. Asia-Australia marketing journal, 4(1), 7-18.
  • Guo, X., Ling, K. C. ve Liu, M. (2012). Evaluating factors influencing consumer satisfaction towards online shopping in China. Asian Social Science, 8(13), 40.
  • Heath, M. (2017). The effect of multi-device design on website efficiency and user preference.
  • Hui, M. K., Thakor, M. V. ve Gill, R. (1998). The effect of delay type and service stage on consumers' reactions to waiting. Journal of consumer research, 24(4), 469-479.
  • Jiang, Z., Chan, J., Tan, B. C. ve Chua, W. S. (2010). Effects of interactivity on website involvement and purchase intention. Journal of the Asso-ciation for information systems, 11(1), 1.
  • Kang, L., Wang, X., Tan, C.-H. ve Zhao, J. L. (2015). Understanding the antecedents and consequences of live chat use in electronic markets. Journal of Organizational Computing and Electronic Commerce, 25(2), 117-139.
  • Koufaris, M. ve Hampton-Sosa, W. (2004). The development of initial trust in an online company by new customers. Information & Manage-ment, 41(3), 377-397.
  • Leuthold, S., Schmutz, P., Bargas-Avila, J. A., Tuch, A. N. ve Opwis, K. (2011). Vertical versus dynamic menus on the world wide web: Eye tracking study measuring the influence of menu design and task complexity on user performance and subjective preference. Computers in Human Behavior, 27(1), 459-472.
  • 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.
  • Lu, B., Fan, W. ve Zhou, M. (2016). Social presence, trust, and social com-merce purchase intention: An empirical research. Computers in Human Behavior, 56, 225-237.
  • McKnight, D. H., Choudhury, V. ve Kacmar, C. (2002). The impact of initial consumer trust on intentions to transact with a web site: a trust building model. The journal of strategic Information Systems, 11(3-4), 297-323. McKnight, D. H., Cummings, L. L. ve Chervany, N. L. (1998). Initial trust formation in new organizational relationships. Academy of manage-ment Review, 23(3), 473-490.
  • McLean, G. ve Osei-Frimpong, K. (2017). Examining satisfaction with the experience during a live chat service encounter-implications for website providers. Computers in Human Behavior, 76, 494-508.
  • McLean, G. ve Wilson, A. (2016). Evolving the online customer experience… is there a role for online customer support? Computers in Human Behavior, 60, 602-610.
  • Muir, B. M. ve Moray, N. (1996). Trust in automation. Part II. Experimental studies of trust and human intervention in a process control simulation. Ergonomics, 39(3), 429-460.
  • Nielsen, J. (1994). Usability Engineering published by Morgan Kaufmann. San Francisco.
  • Nielsen, J. (2003). Usability 101: Introduction to usability. In.
  • Nunnally, J. ve Bernstein, I. (1994). Psychometric Theory 3rd edition (Mac-Graw-Hill, New York).
  • Ogonowski, A., Montandon, A., Botha, E. ve Reyneke, M. (2014). Should new online stores invest in social presence elements? The effect of social presence on initial trust formation. Journal of Retailing and Consumer Services, 21(4), 482-491.
  • Ou, C. X., Pavlou, P. A. ve Davison, R. (2014). Swift guanxi in online marketplaces: The role of computer-mediated communication technologies. MIS quarterly, 38(1), 209-230.
  • Parasuraman, A., Berry, L. L. ve Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of retailing, 67(4), 420.
  • Parasuraman, A., Zeithaml, V. A. ve Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of service research, 7(3), 213-233.
  • Pavlou, P. A. (2003). Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. Interna-tional Journal of Electronic Commerce, 7(3), 101-134.
  • Pavlou, P. A. ve Gefen, D. (2004). Building effective online marketplaces with institution-based trust. Information Systems Research, 15(1), 37-59.
  • Ramakrishnan, R. ve Kaur, A. (2020). Performance evaluation of web service response time probability distribution models for business process cycle time simulation. Journal of Systems and Software, 161, 110480.
  • Ranganathan, C. ve Ganapathy, S. (2002). Key dimensions of business-to-consumer web sites. Information & Management, 39(6), 457-465.
  • Ray, G., Muhanna, W. A. ve Barney, J. B. (2005). Information technology and the performance of the customer service process: A resource-based analysis. MIS quarterly, 625-652.
  • Saini, B. ve Khandelwal, S. (2019). Trust Is an Important Factor Affecting Consumer Behaviour While Shopping Online. Available at SSRN 3473688.
  • Salomonson, N., Åberg, A. ve Allwood, J. (2012). Communicative skills that support value creation: A study of B2B interactions between customers and customer service representatives. Industrial Marketing Management, 41(1), 145-155.
  • Schiller, S. Z. (2016). CHAT for chat: Mediated learning in online chat virtual reference service. Computers in Human Behavior, 65, 651-665.
  • Sirdeshmukh, D., Singh, J. ve Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of marketing, 66(1), 15-37.
  • Song, J. H. ve Zinkhan, G. M. (2008). Determinants of perceived web site interactivity. Journal of marketing, 72(2), 99-113.
  • Stanley, M. (2005). China internet-creating consumer value in Digital China. In.
  • Szymanski, D. M. ve Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. Journal of the Academy of Marketing Science, 29(1), 16.
  • Tan, X., Wang, Y. ve Tan, Y. (2016). The value of live chat on online purchase.
  • Tezcan, T. (2011). Design and control of customer service chat systems. Available at SSRN 1964434.
  • Turel, O., Connelly, C. E. ve Fisk, G. M. (2013). Service with an e-smile: Employee authenticity and customer use of web-based support ser-vices. Information & Management, 50(2-3), 98-104.
  • Vishwanath, A. ve Barnett, G. A. (2005). An empirical investigation into the structure of bidding in online auctions. Electronic Markets, 15(3), 261-268.
  • Wang, L. C., Baker, J., Wagner, J. A. ve Wakefield, K. (2007). Can a retail web site be social? Journal of marketing, 71(3), 143-157.
  • Weiss, A. M., Lurie, N. H. ve MacInnis, D. J. (2008). Listening to strangers: whose responses are valuable, how valuable are they, and why? Journal of marketing research, 45(4), 425-436.
  • Wolfinbarger, M. ve Gilly, M. C. (2003). eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of retailing, 79(3), 183-198.
  • Zinkhan, G. M., Kwak, H., Morrison, M. ve Peters, C. O. (2003). Web-based chatting: Consumer communication in cyberspace. Journal of Consumer Psychology, 13(1-2), 17-27.

The Impact of Live Support on The Web Page Trust and Web Page Usage Quality: A Research on Online Shopping Sites

Yıl 2021, Cilt: 17 Sayı: 37, 4535 - 4562, 31.05.2021
https://doi.org/10.26466/opus.687398

Öz

Increasing online shopping sites and providing easy access to the internet, also increases competition in the online environment. While the options for customers are increasing day by day, it is getting harder to gain customers for e-retailers. One of the main reasons for this is trust and quality. The seller wants to win customers by proving their reliability and quality, while the consumer wants to make sure that their wishes and needs will be met. Easy communication between consumers and sellers is important for them to express them-selves. The live support system is an innovative tool to provide online customers with real-time and on-demand support. The aim of this study is to examine the effect of live support system on web page usage quality and web page trust at the online shopping sites. The effect of live support on web page usage quality and web page trust, and the relationship between them which is mainly examined through 8 hypothesis testing. The research was realized on 346 people which are using online shopping sites. Data were collected with a questionnaire which is a frequently used data collection method in the literature, analyzed with SPSS package program. When the research results are examined, positive relationships were found between live support, web page trust and web page usage quality, the hypotheses which is put forward were confirmed.

Kaynakça

  • Abbott, M., Chiang, K.-P. ve Hwang, Y.-s. (2000). The process of on-line store loyalty formation. ACR North American Advances.
  • Åberg, J. ve Shahmehri, N. (2000). The role of human Web assistants in e-commerce: an analysis and a usability study. Internet Research, 10(2), 114-125.
  • Aladwani, A. M. ve Palvia, P. C. (2002). Developing and validating an instrument for measuring user-perceived web quality. Information & Management, 39(6), 467-476.
  • Amannejad, Y., Krishnamurthy, D. ve Far, B. (2016). Predicting web service response time percentiles. Paper presented at the 2016 12th Interna-tional Conference on Network and Service Management (CNSM).
  • Andaleeb, S. S. (1996). An experimental investigation of satisfaction and commitment in marketing channels: the role of trust and depend-ence. Journal of retailing, 72(1), 77-93.
  • Andrews, D. C. (2010). Georgetown University. Online customer service chat: Usability and sociability issues. www. array-devcom/commerce/jim/0203-0 l. htm.
  • Aydınhan, E. ve Serhat, E. (2019). Web sayfasına güven ve canlı desteğin yeniden satın alma niyeti üzerine etkisi: Online alışveriş siteleri üzerine bir araştırma. İstanbul Gelişim Üniversitesi Sosyal Bilimler Dergisi, 6, 123-140.
  • Barnes, S. J. ve Vidgen, R. (2001). An evaluation of cyber-bookshops: the WebQual method. International Journal of Electronic Commerce, 6(1), 11-30.
  • Basso, A., Goldberg, D., Greenspan, S. ve Weimer, D. (2001). First impres-sions: Emotional and cognitive factors underlying judgments of trust e-commerce. Paper presented at the Proceedings of the 3rd ACM con-ference on Electronic Commerce.
  • Belanger, F., Hiller, J. S. ve Smith, W. J. (2002). Trustworthiness in electron-ic commerce: the role of privacy, security, and site attributes. The journal of strategic Information Systems, 11(3-4), 245-270.
  • Brohman, M. K., Watson, R. T., Piccoli, G. ve Parasurama, A. (2003). Data completeness: a key to effective net-based customer service systems. Communications of the ACM, 46(6), 47-51.
  • Brown, S. P. ve Chin, W. W. (2004). Satisfying and retaining customers through independent service representatives. Decision Sciences, 35(3), 527-550.
  • Chang, Y.-S. ve Fang, S.-R. (2013). Antecedents and distinctions between online trust and distrust: Predicting high-and low-risk internet be-haviors. Journal of electronic commerce research, 14(2), 149.
  • Chattaraman, V., Kwon, W.-S. ve Gilbert, J. E. (2012). Virtual agents in retail web sites: Benefits of simulated social interaction for older us-ers. Computers in Human Behavior, 28(6), 2055-2066.
  • Childers, T. L., Carr, C. L., Peck, J. ve Carson, S. (2001). Hedonic and utilitarian motivations for online retail shopping behavior. Journal of re-tailing, 77(4), 511-535.
  • Cui, L., Huang, S., Wei, F., Tan, C., Duan, C. ve Zhou, M. (2017). Super-agent: A customer service chatbot for e-commerce websites. Paper pre-sented at the Proceedings of ACL 2017, System Demonstrations.
  • Daniel, E. ve Klimis, G. M. (1999). The impact of electronic commerce on market structure:: An evaluation of the electronic market hypothesis. European Management Journal, 17(3), 318-325.
  • Elmorshidy, A. (2011). Benefits analysis of live customer support chat in E-commerce websites: dimensions of a new success model for live customer support chat. Paper presented at the 2011 10th International Conference on Machine Learning and Applications and Workshops.
  • Elmorshidy, A. (2013). Applying the technology acceptance and service quality models to live customer support chat for e-commerce web-sites. Journal of Applied Business Research, 29(2), 589-595.
  • Elmorshidy, A., M Mostafa, M., El-Moughrabi, I. ve Al-Mezen, H. (2015). Factors influencing live customer support chat services: an empiri-cal investigation in Kuwait. Journal of theoretical and applied electronic commerce research, 10(3), 63-76.
  • Flanagin, A. J. ve Metzger, M. J. (2007). The role of site features, user at-tributes, and information verification behaviors on the perceived credibility of web-based information. New media & society, 9(2), 319-342.
  • Flavián, C., Guinalíu, M. ve Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information & Management, 43(1), 1-14.
  • Fung, R. ve Lee, M. (1999). EC-trust (trust in electronic commerce): exploring the antecedent factors. AMCIS 1999 Proceedings, 179.
  • Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. Journal of marketing, 58(2), 1-19.
  • Gebauer, H. (2007). An investigation of antecedents for the development of customer support services in manufacturing companies. Journal of business-to-Business Marketing, 14(3), 59-96.
  • Gefen, D., Karahanna, E. ve Straub, D. W. (2003). Trust and TAM in online shopping: An integrated model. MIS quarterly, 27(1), 51-90.
  • Go, E. ve Sundar, S. S. (2019). Humanizing chatbots: The effects of visual, identity and conversational cues on humanness perceptions. Com-puters in Human Behavior, 97, 304-316.
  • Goes, P., Ilk, N., Yue, W. T. ve Zhao, J. L. (2012). Live-chat agent assignments to heterogeneous e-customers under imperfect classification. ACM Transactions on Management Information Systems (TMIS), 2(4), 1-15.
  • Grönroos, C. (1996). Relationship marketing logic. Asia-Australia marketing journal, 4(1), 7-18.
  • Guo, X., Ling, K. C. ve Liu, M. (2012). Evaluating factors influencing consumer satisfaction towards online shopping in China. Asian Social Science, 8(13), 40.
  • Heath, M. (2017). The effect of multi-device design on website efficiency and user preference.
  • Hui, M. K., Thakor, M. V. ve Gill, R. (1998). The effect of delay type and service stage on consumers' reactions to waiting. Journal of consumer research, 24(4), 469-479.
  • Jiang, Z., Chan, J., Tan, B. C. ve Chua, W. S. (2010). Effects of interactivity on website involvement and purchase intention. Journal of the Asso-ciation for information systems, 11(1), 1.
  • Kang, L., Wang, X., Tan, C.-H. ve Zhao, J. L. (2015). Understanding the antecedents and consequences of live chat use in electronic markets. Journal of Organizational Computing and Electronic Commerce, 25(2), 117-139.
  • Koufaris, M. ve Hampton-Sosa, W. (2004). The development of initial trust in an online company by new customers. Information & Manage-ment, 41(3), 377-397.
  • Leuthold, S., Schmutz, P., Bargas-Avila, J. A., Tuch, A. N. ve Opwis, K. (2011). Vertical versus dynamic menus on the world wide web: Eye tracking study measuring the influence of menu design and task complexity on user performance and subjective preference. Computers in Human Behavior, 27(1), 459-472.
  • 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.
  • Lu, B., Fan, W. ve Zhou, M. (2016). Social presence, trust, and social com-merce purchase intention: An empirical research. Computers in Human Behavior, 56, 225-237.
  • McKnight, D. H., Choudhury, V. ve Kacmar, C. (2002). The impact of initial consumer trust on intentions to transact with a web site: a trust building model. The journal of strategic Information Systems, 11(3-4), 297-323. McKnight, D. H., Cummings, L. L. ve Chervany, N. L. (1998). Initial trust formation in new organizational relationships. Academy of manage-ment Review, 23(3), 473-490.
  • McLean, G. ve Osei-Frimpong, K. (2017). Examining satisfaction with the experience during a live chat service encounter-implications for website providers. Computers in Human Behavior, 76, 494-508.
  • McLean, G. ve Wilson, A. (2016). Evolving the online customer experience… is there a role for online customer support? Computers in Human Behavior, 60, 602-610.
  • Muir, B. M. ve Moray, N. (1996). Trust in automation. Part II. Experimental studies of trust and human intervention in a process control simulation. Ergonomics, 39(3), 429-460.
  • Nielsen, J. (1994). Usability Engineering published by Morgan Kaufmann. San Francisco.
  • Nielsen, J. (2003). Usability 101: Introduction to usability. In.
  • Nunnally, J. ve Bernstein, I. (1994). Psychometric Theory 3rd edition (Mac-Graw-Hill, New York).
  • Ogonowski, A., Montandon, A., Botha, E. ve Reyneke, M. (2014). Should new online stores invest in social presence elements? The effect of social presence on initial trust formation. Journal of Retailing and Consumer Services, 21(4), 482-491.
  • Ou, C. X., Pavlou, P. A. ve Davison, R. (2014). Swift guanxi in online marketplaces: The role of computer-mediated communication technologies. MIS quarterly, 38(1), 209-230.
  • Parasuraman, A., Berry, L. L. ve Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of retailing, 67(4), 420.
  • Parasuraman, A., Zeithaml, V. A. ve Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of service research, 7(3), 213-233.
  • Pavlou, P. A. (2003). Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. Interna-tional Journal of Electronic Commerce, 7(3), 101-134.
  • Pavlou, P. A. ve Gefen, D. (2004). Building effective online marketplaces with institution-based trust. Information Systems Research, 15(1), 37-59.
  • Ramakrishnan, R. ve Kaur, A. (2020). Performance evaluation of web service response time probability distribution models for business process cycle time simulation. Journal of Systems and Software, 161, 110480.
  • Ranganathan, C. ve Ganapathy, S. (2002). Key dimensions of business-to-consumer web sites. Information & Management, 39(6), 457-465.
  • Ray, G., Muhanna, W. A. ve Barney, J. B. (2005). Information technology and the performance of the customer service process: A resource-based analysis. MIS quarterly, 625-652.
  • Saini, B. ve Khandelwal, S. (2019). Trust Is an Important Factor Affecting Consumer Behaviour While Shopping Online. Available at SSRN 3473688.
  • Salomonson, N., Åberg, A. ve Allwood, J. (2012). Communicative skills that support value creation: A study of B2B interactions between customers and customer service representatives. Industrial Marketing Management, 41(1), 145-155.
  • Schiller, S. Z. (2016). CHAT for chat: Mediated learning in online chat virtual reference service. Computers in Human Behavior, 65, 651-665.
  • Sirdeshmukh, D., Singh, J. ve Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of marketing, 66(1), 15-37.
  • Song, J. H. ve Zinkhan, G. M. (2008). Determinants of perceived web site interactivity. Journal of marketing, 72(2), 99-113.
  • Stanley, M. (2005). China internet-creating consumer value in Digital China. In.
  • Szymanski, D. M. ve Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. Journal of the Academy of Marketing Science, 29(1), 16.
  • Tan, X., Wang, Y. ve Tan, Y. (2016). The value of live chat on online purchase.
  • Tezcan, T. (2011). Design and control of customer service chat systems. Available at SSRN 1964434.
  • Turel, O., Connelly, C. E. ve Fisk, G. M. (2013). Service with an e-smile: Employee authenticity and customer use of web-based support ser-vices. Information & Management, 50(2-3), 98-104.
  • Vishwanath, A. ve Barnett, G. A. (2005). An empirical investigation into the structure of bidding in online auctions. Electronic Markets, 15(3), 261-268.
  • Wang, L. C., Baker, J., Wagner, J. A. ve Wakefield, K. (2007). Can a retail web site be social? Journal of marketing, 71(3), 143-157.
  • Weiss, A. M., Lurie, N. H. ve MacInnis, D. J. (2008). Listening to strangers: whose responses are valuable, how valuable are they, and why? Journal of marketing research, 45(4), 425-436.
  • Wolfinbarger, M. ve Gilly, M. C. (2003). eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of retailing, 79(3), 183-198.
  • Zinkhan, G. M., Kwak, H., Morrison, M. ve Peters, C. O. (2003). Web-based chatting: Consumer communication in cyberspace. Journal of Consumer Psychology, 13(1-2), 17-27.
Toplam 69 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular Yöneylem
Bölüm Makaleler
Yazarlar

Emine Aydınhan 0000-0002-0479-2506

Serhat Erat 0000-0003-0227-8914

Yayımlanma Tarihi 31 Mayıs 2021
Kabul Tarihi 18 Ocak 2021
Yayımlandığı Sayı Yıl 2021 Cilt: 17 Sayı: 37

Kaynak Göster

APA Aydınhan, E., & Erat, S. (2021). Web Sayfası Canlı Desteğin, Web Sayfası Güven Ve Web Sayfası Kullanım Kalitesine Etkisi: Online Alışveriş Siteleri Üzerine Bir Araştırma. OPUS International Journal of Society Researches, 17(37), 4535-4562. https://doi.org/10.26466/opus.687398