The Effects of Physical Distribution Service Quality on E- Satisfaction and E-Loyalty in Consumers Who Shop Online

Fatma Öztürk; Sezen Bozyiğit

Makale detayları

The Effects of Physical Distribution Service Quality on E- Satisfaction and E-Loyalty in Consumers Who Shop Online

Yazarlar:

Fatma Öztürk | Sezen Bozyiğit

Yayıncı:

Burdur Mehmet Akif Ersoy University

Ana Başlıklar:

Applied Economics (Other)

Dergi:

Journal of Mehmet Akif Ersoy University Economics and Administrative Sciences Faculty Vol.11 Issue 2, pp.427-456

Belge Tipi:

Makale

Yayın Tarihi:

6/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001321756

pISSN:

2149-1658

Anahtar kelimeler:

Özet:

 With the advent of technology, the increase in internet usage has led people to shift from traditional shopping to e-commerce. online shopping sites have become increasingly focused on the quality of physical distribution service, along with logistics, in terms of delivering products to consumers more reliably and quickly on the internet. Ensuring safe and trouble-free physical distribution contributes to the formation of e-satisfaction and e-loyalty among customers. therefore, this research aims to examine the effect of physical distribution service quality on consumer e-satisfaction and e-loyalty of consumers who shop online. The research sample consists of 988 online shoppers above 18 years of age residing in Turkey. data were collected through an online survey and analyzed using a structural equation model. according to the research results, punctuality and delivery status have a positive impact on e-satisfaction, and e-satisfaction has a positive impact on e-loyalty.

 With the advent of technology, the increase in internet usage has led people to shift from traditional shopping to e-commerce. online shopping sites have become increasingly focused on the quality of physical distribution service, along with logistics, in terms of delivering products to consumers more reliably and quickly on the internet. Ensuring safe and trouble-free physical distribution contributes to the formation of e-satisfaction and e-loyalty among customers. therefore, this research aims to examine the effect of physical distribution service quality on consumer e-satisfaction and e-loyalty of consumers who shop online. The research sample consists of 988 online shoppers above 18 years of age residing in Turkey. data were collected through an online survey and analyzed using a structural equation model. according to the research results, punctuality and delivery status have a positive impact on e-satisfaction, and e-satisfaction has a positive impact on e-loyalty.

 With the advent of technology, the increase in internet usage has led people to shift from traditional shopping to e-commerce. online shopping sites have become increasingly focused on the quality of physical distribution service, along with logistics, in terms of delivering products to consumers more reliably and quickly on the internet. Ensuring safe and trouble-free physical distribution contributes to the formation of e-satisfaction and e-loyalty among customers. therefore, this research aims to examine the effect of physical distribution service quality on consumer e-satisfaction and e-loyalty of consumers who shop online. The research sample consists of 988 online shoppers above 18 years of age residing in Turkey. data were collected through an online survey and analyzed using a structural equation model. according to the research results, punctuality and delivery status have a positive impact on e-satisfaction, and e-satisfaction has a positive impact on e-loyalty.

 Teknolojinin gelişmesi ile birlikte internet kullanımının artması sonucu insanlar geleneksel alışverişten e-ticarete yönelmişlerdir. Ürünlerin internet ortamında daha güvenilir ve hızlı bir şekilde tüketiciye ulaştırılması noktasında lojistik ile birlikte online alışveriş sitelerinde fiziksel dağıtım hizmet kalitesi kavramı da ön plana çıkmıştır. Buna bağlı olarak fiziksel dağıtım faaliyetinin güvenli ve sorunsuz bir şekilde gerçekleştirilmesi müşterilerde e-memnuniyet ve e-sadakat olgusunun oluşmasına katkı sağlamaktadır. Bu doğrultuda bu araştırmanın amacı online alışveriş yapan tüketicilerde fiziksel dağıtım hizmet kalitesinin tüketicinin e-memnuniyet ve e-sadakatine olan etkisini incelemektir. Araştırmanın örneklemini Türkiyede yaşayan 18 yaş ve üzeri online alışveriş yapan 988 kişi oluşturmaktadır. Veriler online anket ile toplanmış olup yapısal eşitlik modeli ile analiz edilmiştir. Araştırma sonuçlarına göre dakiklik ve teslimat durumu e-memnuniyeti, e-memnuniyet de e-sadakati olumlu olarak etkilemektedir.

Makale detayları

The Effects of Physical Distribution Service Quality on E- Satisfaction and E-Loyalty in Consumers Who Shop Online

Yazarlar:

Fatma Öztürk | Sezen Bozyiğit

Yayıncı:

Burdur Mehmet Akif Ersoy University

Ana Başlıklar:

Applied Economics (Other)

Dergi:

Journal of Mehmet Akif Ersoy University Economics and Administrative Sciences Faculty Vol.11 Issue 2, pp.427-456

Belge Tipi:

Makale

Yayın Tarihi:

6/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001321756

pISSN:

2149-1658

E-LOYALTY

E-Commerce

Online Shopping

Physical Distribution Service Quality

E-SatisfactionE-Ticaret

Online Alışveriş

Fiziksel Dağıtım Hizmet Kalitesi

E-Memnuniyet

E-Sadakat

Sayı

Makale detayları

Yazarlar: Fatma Öztürk | Sezen Bozyiğit

Yayıncı: Burdur Mehmet Akif Ersoy University

Ana Başlıklar: Applied Economics (Other)

Dergi: Journal of Mehmet Akif Ersoy University Economics and Administrative Sciences Faculty Vol.11 Issue 2, pp.427-456

Belge Tipi: Makale

Yayın Tarihi: 6/2024

Belge Dili: Türkçe

Document ID (Org No.): 2001321756

pISSN: 2149-1658

Sayı

Yazarlar:

Fatma Öztürk | Sezen Bozyiğit

Yayıncı:

Burdur Mehmet Akif Ersoy University

Ana Başlıklar:

Applied Economics (Other)

Dergi:

Journal of Mehmet Akif Ersoy University Economics and Administrative Sciences Faculty Vol.11 Issue 2, pp.427-456

Belge Tipi:

Makale

Yayın Tarihi:

6/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001321756

pISSN:

2149-1658