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e-MEMNUNİYETİ ETKİLEYEN PERFORMANS KRİTERLERİNİN TESPİTİ ÜZERİNE BİR ARAŞTIRMA (e-PERAKENDECİLİK ÖRNEĞİ)

A STUDY ON THE DETERMINATION OF PERFORMANCE CRITERIA ON e-SATISFACTON (THE CASE OF E-RETAILING)

Journal Name:

  • Akademik Bakış

Publication Year:

  • 2010

Key Words:

Keywords (Original Language):

Author NameUniversity of AuthorFaculty of Author
Abstract (2. Language): 
Studies have shown that advances in the internet tehchnology have led to significant changes in the traditional market environment as well as consumer behavior. In this study, we wanted to examine conceptually the factors affecting online customer satisfaction as well as their relative effects on customer satisfaction. Web site design quality, fulfilment of customer demand and customer relationship management and effectiveness of online processes are major factors influencing customer satisfaction. Comments of other users, the opportunity to make comparisons with other existing brands as well as promotional practices by the retailers are very useful and attractive.
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Abstract (Original Language): 
Yapılan araştırmalar, internet teknolojilerinin getirdiği yenilikler ve değişimin, tüketicilerin geleneksel alışveriş süreçlerine kıyasla elektronik ortamda farklı alışveriş davranışları sergilediğini göstermektedir. Bu bağlamda, çalışmada e-memnuniyeti etkilediği düşünülen faktörler kavramsal olarak ortaya konulmuş ve etkileri araştırılmıştır. Çalışma bulguları, e-memnuniyet üzerinde görece en fazla etkiye sahip olan üç faktörün sırasıyla, tasarım kalitesi, müşteri ilişkileri ve teslimatın yerine getirilmesi, e-işlem etkinliği olduğunu göstermektedir. Ürün yorumlama ve kıyaslama ile promosyon etkinlikleri faktörlerinin ise literatürde yeni birer faktör olarak görece düşük etkilere sahip olduğu tespit edilmiştir.
FULL TEXT (PDF): 
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  • 20
1-17
  • Turkish

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