E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS

Süleyman BARUTÇU

Makale detayları

E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS

Yazarlar:

Süleyman BARUTÇU

Yayıncı:

Ege University

Dergi:

Ege Academic Review 2010 Vol.10 Issue 1, pp.15-35

Belge Tipi:

Makale

Yayın Tarihi:

1/2010

Belge Dili:

Türkçe

Document ID (Org No.):

2000951690

Sıklık:

Üç Aylık

pISSN:

1303-099X

Özet:

 

The main objective of this study is to provide theoretical and empirical frameworks for determining drivers of e-customer satisfaction from e-tailers and highlight what is needed to increase e-customer satisfaction level in Turkey. First, literature was reviewed about customer satisfaction to verify the drivers of e-customer satisfaction. Second, an empirical study was conducted to determine the drivers of e-customer satisfaction and measure e-customer satisfaction level from e-stores. In conclusion, the empirical survey’s results of 552 respondents show that e-customer satisfaction is positively influenced from e-shopping cost, e-store design quality, e-store service quality, e-store information quality and cargo carriers’ service quality. E-customers are also strongly satisfied with e-shopping cost, e-store design quality, e-store service quality and cargo carriers’ service quality. On the other hand, apart from choosing cargo carriers, e-customer satisfaction is negatively influenced from estore shipping policy, and e-customers are strongly dissatisfied from e-stores’ information quality and shipping policies.

Makale detayları

E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS

Yazarlar: Süleyman BARUTÇU

Yayıncı: Ege University

Dergi: Ege Academic Review 2010 Vol.10 Issue 1, pp.15-35

Belge Tipi: Makale

Yayın Tarihi: 1/2010

Belge Dili: Türkçe

Document ID (Org No.): 2000951690

Sıklık: Üç Aylık

pISSN: 1303-099X

Sayı

Yazarlar:

Süleyman BARUTÇU

Yayıncı:

Ege University

Dergi:

Ege Academic Review 2010 Vol.10 Issue 1, pp.15-35

Belge Tipi:

Makale

Yayın Tarihi:

1/2010

Belge Dili:

Türkçe

Document ID (Org No.):

2000951690

Sıklık:

Üç Aylık

pISSN:

1303-099X