THE EFFECT OF INERTIA AND SATISFACTION ON CONSUMER LOYALTY IN ONLINE SHOPPING SITES

Aysel ERCİS; Tugba YİLDİZ; Fatma Gorgun DEVECİ

Makale detayları

THE EFFECT OF INERTIA AND SATISFACTION ON CONSUMER LOYALTY IN ONLINE SHOPPING SITES

Yazarlar:

Aysel ERCİS | Tugba YİLDİZ | Fatma Gorgun DEVECİ

Yayıncı:

PressAcademia

Ana Başlıklar:

Sosyoloji & antropoloji

Dergi:

Journal of Management Marketing and Logistics 2018 Vol.5 Issue 3, pp.214-225

Belge Tipi:

Makale

Yayın Tarihi:

9/2018

Belge Dili:

İngilizce

Document ID (Org No.):

2000742264

Sıklık:

Üç Aylık

eISSN:

2148-6670

Özet:

 


Purpose- This
study deals with the effect of the required qualifications of an online
shopping sites on consumer inertia and customer satisfaction and loyalty. 


Methodology-
As a method of research, the convenience sampling method was preferred
and face-to-face questionnaires were applied. Upon elimination of incomplete and
incorrect questionnaires, 317 questionnaires were included in the evaluation.


Findings- According to the results of the study,
the adaptation, transaction ease and engagement which are dimensions of a
website's required qualifications are effective on consumer inertia. On another
note, adaptation, interaction, commitment, transaction ease and engagement are
dimension which have an impact on customer satisfaction. While alternative
attraction has a moderator role in the relationship between consumer inertia
and loyalty, positive word-of-mouth has not been proven to have a moderating
effect in the relationship between customer satisfaction and loyalty.







Conclusion- This study reveals the factors
affecting inertia and satisfaction in consumers and the moderator effects in
making loyalty.

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Makale detayları

THE EFFECT OF INERTIA AND SATISFACTION ON CONSUMER LOYALTY IN ONLINE SHOPPING SITES

Yazarlar: Aysel ERCİS | Tugba YİLDİZ | Fatma Gorgun DEVECİ

Yayıncı: PressAcademia

Ana Başlıklar: Sosyoloji & antropoloji

Dergi: Journal of Management Marketing and Logistics 2018 Vol.5 Issue 3, pp.214-225

Belge Tipi: Makale

Yayın Tarihi: 9/2018

Belge Dili: İngilizce

Document ID (Org No.): 2000742264

Sıklık: Üç Aylık

eISSN: 2148-6670

Sayı

Yazarlar:

Aysel ERCİS | Tugba YİLDİZ | Fatma Gorgun DEVECİ

Yayıncı:

PressAcademia

Ana Başlıklar:

Sosyoloji & antropoloji

Dergi:

Journal of Management Marketing and Logistics 2018 Vol.5 Issue 3, pp.214-225

Belge Tipi:

Makale

Yayın Tarihi:

9/2018

Belge Dili:

İngilizce

Document ID (Org No.):

2000742264

Sıklık:

Üç Aylık

eISSN:

2148-6670