İnternet üzerinden alışveriş yapan bireylerde risk algısı ile memnuniyet ve memnuniyetsizlik etkileşimi

Yıl 2017, Cilt: 1 Sayı: 1-2, 32 - 40, 01.12.2017

Selçuk Yasin Yıldız

Öz

İnternet üzerinden alışveriş yapan bireylerin
algıladıkları risklerin, müşteri memnuniyeti ve müşteri memnuniyetsizliği
üzerine etkilerinin belirlenmesi amacıyla yapılan bu çalışma, Y kuşağından 416
tüketici ile yüz yüze görüşülerek elde edilen veriler aracılığıyla yapılmıştır.
Toplanan verilere ki-kare testi ve regresyon testi uygulanmıştır. Çalışma
sonuçlarına göre; algılanan risk boyutlarından zaman riski ve psikolojik riskin
müşteri memnuniyetine, sosyal risk ve psikolojik riskin müşteri
memnuniyetsizliğine etkisinin olduğu belirlenmiştir.

Anahtar Kelimeler

Çevrimiçi alışveriş, müşteri memnuniyeti, müşteri memnuniyetsizliği, algılanan risk

Kaynakça

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