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

Makale İçerik Bilgileri
Makale Dili: 
İngilizce
Key Words: 
E-customer satisfaction
e-tailing industry
e-store
İngilizce 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 e-store shipping policy, and e-customers are strongly dissatisfied from e-stores’ information quality and shipping policies.

Yazar Bilgileri
1. Yazar
Yazar Adı: 
Süleyman BARUTÇU
Yazar Ünvanı: 
Profesör
Yazar Üniversitesi: 
Pamukkale Üniversitesi
Yazar Fakültesi: 
İktisadi İdari Bilimler Fakültesi
Yazar Anabilim Dalı: 
İşletme Anabilim Dalı
Yazar E-posta: 
sbarutcu@pau.edu.tr
Makale Künye Bilgisi
Makalenin Yayımlandığı Dergi: 
Ege Akademik Bakış Dergisi
Makale Yayın Yılı: 
2010
Cilt/Sayı: 
10
Sayı: 
1
Sayfa Aralığı: 
15-35
PDF Dosyası: 
application/pdf iconarastirmax_2626_pp_15-35.pdf
Referanslar: 

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