Yıl 2010, Cilt: 10 Sayı : 1 Sayfalar 15 - 35 2010-02-01
E-CUSTOMER SATISFACTION IN THE E-TAILING INDUSTRY: AN EMPIRICAL SURVEY FOR TURKISH E-CUSTOMERS
Süleyman BARUTÇU
24 261

Öz 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

Anahtar Kelimeler

E-customer satisfaction, e-tailing industry, e-store
Aydın, Ö. (2007) Amazing growth in e-tailing industry, http://www.capital.com.tr/ haber.aspx?HBR_KOD=4032, Retrieved May, 21 2007
Birincil Dil
Konular
Yayımlanma Tarihi 1 Şubat 2010
Bölüm Araştırma Makalesi
Yazarlar
Tarihler

Yayımlanma Tarihi : 1 Şubat 2010


Makalenin Yazarları
Süleyman BARUTÇU