E-Customer Satisfaction in the E-Tailing Industry: An Empirical Survey for Turkish E-Customers

Abstract

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.

Factors affecting satisfaction and reuse intention of customers using online motorbike service

“…Strict competitiveness in this industry made online transportation providers feel the need of maintaining both their service quality and e-service quality. Using this service, customers are easy to switch from one company to their competitors without paying any switching cost on the internet (Barutcu, 2010). According to Jenita (2012), it is defined as a transportation service that all transactions are done through an online base, using smartphones, related applications and the Internet.…”

Virtual business operations, e-commerce & its significance and the case of Turkey: current situation and its potential

“…E-commerce could be adopted by the businesses either by reengineering or integrating the new commercial applications to the organization. Furthermore, the benefit of this process is to stimulate economic growth and social improvement, develop business efficiency and productivity by utilizing global business opportunities, cost reduction, access to more qualified information and specialism, increase competitive power and penetrate new markets, enhance labor productivity via continuous learning, attract new consumers worldwide and more [4,27,30]. Moreover, there are various ways to exploit these benefits and sorts of e-commerce [3, 16, 19, pp.…”

“…These factors influence both the direction and volume of e-commerce. Other factors that can be referred influencing the growth of e-commerce could be as [3,4,16,30,42,43]:…”

“…Consumers can acquire credible knowledge from the web site, make orders and receive the product on time which would increase the customer satisfaction. In turn, businesses can reach more clients and increase its sales volume and income [4,5,8,30]. The digital commerce activities accommodate businesses and countries with immense opportunities, but establishing the necessary structure to meet these goals is also considerable.…”

Expectations from Personal mHealth Apps through Kano's Model

“…We can inevitably see one of their impacts on health industry. In literature, an "m" is put right before the concepts related to the mobile technology, industry and communications, just as "e" is placed before the concepts associated with the Internet (Barutçu, 2007;Barutçu, 2008;Barutçu, 2010). Therefore, the term "mHealth" apps is preferred instead of "mobile health" apps.…”