Çevri̇mi̇çi̇ E-Müşteri̇ Sadakati̇ni̇n Oluşumunda E-Hi̇zmet Kali̇tesi̇, E-Güven Ve E-Tatmi̇ni̇n Etki̇si̇

Abstract

The aim of this study was to identify the factors which affect the e-loyalty of online customers to the websites they shop from. In this context, the e-service quality that customers perceive from the website, the level of e-satisfaction associated with the website, and the e-trust were defined as the variables that determine the e-loyalty. A model was proposed based on these variables. Using the E-S-Qual scale, the execution and e-quality of the services provided by the website were measured based on the dimensions of security, efficiency system availability, and fulfillment and the effect of e-service quality on both the e-satisfaction and e-trust were demonstrated. The impact of e-trust and e-satisfaction on e-loyalty was also investigated. A total of 594 people living in the city of Eskişehir, Turkey, who shopped from the hepsiburada.com internet store, participated in the study. The study results indicate that the customers’ perception of website’s e-quality is an important determinant in creating e-trust and e-satisfaction in the website’s services, and that the resulting perception of e-trust and e-satisfaction in turn determines e-customer loyalty.

Effects of Tourism Development Problems on Tourist Satisfaction and Revisit Intention: Example of Adıyaman

“…Customer satisfaction is the satisfaction resulting from the realization of the expectations of the customers regarding the product or service (Bayram & Şahbaz, 2017).Satisfaction is the gratification of the consumer with the expectation of a product or service before the consumer's purchase behavior and the experience after the purchase.In today's world, where competition has gained momentum, satisfaction has become an indispensable factor for the touristic regions within the scope of protecting the audience and increasing the numerical indicators.This situation has enabled to provide guest satisfaction in touristic regions as an important issue to be emphasized.The quality of supply potential and service performances in the touristic region are the primary determinants of customer satisfaction.As Nunkoo, Teeroovengaduma, Ringlee & Sunnassee(2019) states, the quality of the supply sources in the touristic region and the performance of all stakeholders will be satisfied if it meets and exceeds the expectations of the consumer, and if the expectations are not met, the consumer will not be satisfied.In this context, the opinions of the guests who travel to the touristic region regarding the touristic supply and potential in the region are important.While these opinions provide information at the point of touristic development, they mainly provide a trace of the elements that will ensure customer satisfaction.As a matter of fact, there are findings in the literature that the development situation or problems in the touristic region affect guest satisfaction (Valle, Silva, Mendes& Guerreiro,2006;Çakıcı & Özdamar, 2013;İpar & Doğan, 2013;Doğan et al, 2015;Şenbabaoğlu, 2016).It is true that the factors affecting the development of tourism on this axis have an impact on customer satisfaction.In this context, the answer to the hypothesis is sought in the research. Customer loyalty is the unconditional commitment resulting from the positive attitude and repurchase behavior of the tourists in the tourist area (Sevim, 2018).In addition, customer loyalty is the behavior that guests' positive attitudes towards the touristic region result in repeated purchases and suggest their positive experiences to others (Yılmaz, 2005;Huang & Zhang, 2008).Loyalty is a result of the customer's continued satisfaction with an important product for him. While the development of loyalty expresses the development of the intention to revisit, it makes it possible to decrease the marketing costs of the touristic region, increase the income levels and obtain the competitive advantage (Kılıç, 2011).…”

E-Ti̇caret Loji̇sti̇k Hi̇zmet Kali̇tesi̇ni̇n Güven, Memnuni̇yet Ve Sadakat Üzeri̇ndeki̇ Etki̇si̇

“…Firmaların eticaret pazarındaki başarısı, dağıtım ağlarının verimliliğine bağlıdır (Cho vd., 2008: 337). Sevim (2018) e-ticaret kullanıcıları üzerinde yapmış olduğu araştırmada ehizmet kalitesinin güven, sadakat ve tatmini anlamlı olarak etkilediğini tespit etmiştir. Ayrıca çalışmasında güvenin ve tatminin de sadakati anlamlı olarak etkilediği bulgusunu elde etmiştir.…”

The Role of Logistics Service Quality, Customer Satisfaction and Customer Trust in the Emergence of Customer Citizenship Behavior: A Mediation Model

“…Online alışverişlerde de algılanan kalite, alışveriş sitesine olan güveni doğrudan etkilemektedir (Yaşin vd., 2017). Sevim (2018)…”

“…Lojistik hizmet kalitesinin müşteri güvenine olan etkisi incelendiğinde ise literatürdeki birçok çalışmayla (Jin ve Park, 2006;Eid, 2011;Chu vd., 2012;Yıldız, 2017;Choi, 2018;Sevim, 2018) paralel olarak olumlu bir etkinin olduğu görülmüştür. Dolayısıyla lojistik hizmet kalitesindeki bir artışın müşterilerin güven duygusuna katkıda bulunacağı söylenebilir.…”

“…Online alışverişlerde de algılanan kalite, alışveriş sitesine olan güveni doğrudan etkilemektedir (Yaşin vd., 2017). Sevim (2018) H2: Lojistik hizmet kalitesi müşteri güvenini pozitif yönde ve anlamlı düzeyde etkiler.…”