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A RESEARCH ON THE IMPACT THE SERVICE QUALITY DIMENSIONS OF OMNI-CHANNEL RETAILING ON CUSTOMER LOYALTY: THE CASE OF DEFACTO

Yıl 2021, Cilt: 21 Sayı: 3, 633 - 660, 30.11.2021

Özlem Özdemir Süzer Çağatan Taşkın

https://doi.org/10.11616/asbi.954374
Cited By: 2

Öz

Service quality is seen as the basic retail strategy in creating customer loyalty and becomes important in the context of omni-channel retailing that emerges in today's retail environments. The aim of this study is to investigate the influence of service quality dimensions of omni-channel retailing in the retail apparel sector on customer loyalty by means of PLS-Sem and to make some managerial implications in order to increase the service quality of omni-channel retailing businesses operating in the apparel sector in line with the obtained modeling results. The research universe consists of customers who live in Bursa and make purchases at least once from the Defacto brand, which is one of the pioneers of omni-channel retailing in the sector. The data were collected by an online questionnaire. The convenience sampling method was used in the research. PLS-Sem was used to test the research hypotheses. As a result of the research, it was determined that efficiency, fulfillment / reliability and integration dimensions of service quality have a significant effect on customer loyalty.

Anahtar Kelimeler

Omni-Channel Retailing Service Quality Retail Sector Customer Loyalty PLS-Sem

Kaynakça

  • Abu, N. K. (2004), Service Quality Dimensions: A Study on Various Sizes of Grocery Retailers – A Conceptual Paper, Khalidah Abu / Proceeding of IBBC, s. 633 – 642.
  • Akın, M. ve Toksarı M. (2017), Sanal Mağazacılıkta E-Hizmet Kalitesinin E-Sadakate Etkisi, İşletme ve İktisat Çalışmaları Dergisi, 5(1), s. 48 – 59.
  • Akter, S., Hossain, M. I., Lu, S., Aditya, S., Hossain, T. M. T. ve Kattiyapornpong, U. (2019), Does Service Quality Perception in Omnichannel Retailing Matter? A Systematic Review and Agenda for Future Research, (Eds: W. Piotrowicz and R. Cuthbertson), Exploring Omnichannel Retailing, s. 71 – 98, Switzerland: Springer.
  • Azhari, J. E. ve Bennett, D. (2015), Omni-Channel Customer Experience: An Investigation into The Use of Digital Technology in Physical Stores And its Impact On The Consumer’s Decision-Making Process, XXIV AEDEM International Conference, London.
  • Boz, H. (2019), Hizmet Kalitesi Ve Promosyon Kampanyaları Müşteri Tatmini Ve Marka Sadakati İçin Yeterli Midir?, Ekonomik ve Sosyal Araştırmalar Dergisi, 5(2), s. 199 – 214.
  • Ca, L. ve Li, L. (2015), The Impact of Cross-Channel Integration on Retailers’ Sales Growth, Journal of Retailing, 91, s. 198 – 216.
  • Campaign Türkiye (2016), Defacto’dan Omni-Channel Satış Deneyimi, https://www.campaigntr.com/defactodan-omni-channel-satis-deneyimi/, (Erişim Tarihi: 15.03.2021)
  • Chen, C. M., Chen, S. H. ve Lee, H. T. (2013), Interrelationships between Physical Environment Quality, Personal Interaction Quality, Satisfaction and Behavioural Intentions in Relation to Customer Loyalty: The Case of Kinmen's Bed and Breakfast Industry, Asia Pacific Journal of Tourism Research, 18(3), s. 262 – 287.
  • Cortina, J. M. (1993), What is Coefficient Alpha? An Examination of Theory and Applications, Journal of Applied Psychology, 78(1), s. 98 – 104.
  • Dabholkar, P. A., Thorpe, D. I. ve Rentz, J. O. (1996), A Measure of Service Quality for Retail Stores: Scale Development and Validation, Journal of the Academy of Marketing Science, 24(1), s. 3 – 16.
  • Defacto (2017), Teknoloji, https://kurumsal.defacto.com.tr/teknoloji.html, (Erişim Tarihi: 04.03.2021).
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  • Fairchild, A. M. (2014), Extending The Network: Defining Product Delivery Partnering Preferences For Omni-Channel Commerce, Procedia Technology, 16, s. 447 – 451.
  • Finn, D. W. ve Lamb, C. W. (1991), An Evaluation of the Servqual Scales in a Retailing Setting, (Eds.: R. H. Holman and M. R. Solomon), Advances in Consumer Research, s. 483-490, Vol. 18, Provo: UT, Association for Consumer Research.
  • Fornell, C. ve Larcker, D. F. (1981), Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics, Journal of Marketing Research, 18(3), s. 382 – 388.
  • Gee, R., Coates, G. ve Nicholson, M. (2008), Understanding and Profitably Managing Customer Loyalty, Marketing Intelligence & Planning, 26(4), s. 359 – 374.
  • Gremler, D. D. ve Brown, S. W. (1996), Service Loyalty: Its Nature, Importance, and Implications, Advancing Service Quality: A Global Perspective, 5(1), s. 171 – 181.
  • H&M (2017), The H&M Group Reaches Customers Around The World, https://about.hm.com/content/dam/hmgroup/groupsite/documents/en/Digital%20Annual%20Report/2017/Annual%20Report%202017%20Customers%20the%20world%20around.pdf, (Erişim Tarihi: 14.02.2021)
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  • Holloway, B. B. ve Beatty, S. E. (2008), Satisfiers and Dissatisfiers in the Online Environment: A Critical Incident Assessment, Journal of Service Research, 10(4), s. 347 – 364.
  • Hou, Y. (2005), Servıce Qualıty Of Onlıne Apparel Retaılers And Its Impact On Customer Satısfactıon, Customer Trust And Customer Loyalty, Greensboro: The University of North Carolina, Doctoral Dissertation.
  • Huang, E. Y., Lin, S-W. ve Cheng, K-T. (2019), How does Omnichannel Integration Quality Affect Consumers’ Stickiness Intention, Proceedings of the 52nd Hawaii International Conference on System Sciences, s. 4753 – 4762.
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BÜTÜNLEŞİK KANALLI PERAKENDECİLİĞİN HİZMET KALİTESİ BOYUTLARININ MÜŞTERİ BAĞLILIĞI ÜZERİNDEKİ ETKİSİ ÜZERİNE BİR ARAŞTIRMA: DEFACTO ÖRNEĞİ

Yıl 2021, Cilt: 21 Sayı: 3, 633 - 660, 30.11.2021

Özlem Özdemir Süzer Çağatan Taşkın

https://doi.org/10.11616/asbi.954374
Cited By: 2

Öz

Hizmet kalitesi müşteri bağlılığı oluşturmada temel perakende strateji olarak görülmekte ve günümüz perakende ortamlarında ortaya çıkan bütünleşik kanallı perakendecilik bağlamında da önemli hale gelmektedir. Bu çalışmanın amacı, perakende giyim sektöründe bütünleşik kanallı perakendeciliğin hizmet kalitesi boyutlarının müşteri bağlılığı üzerindeki etkisini araştırmak ve giyim sektöründe faaliyet gösteren bütünleşik kanallı perakende işletmelerine hizmet kalitesini artırmak adına bazı yönetimsel çıkarımlarda bulunmaktır. Araştırma evrenini, Bursa ilinde yaşayan ve sektöründe bütünleşik kanallı perakendeciliğin öncülerinden olan Defacto markasından en az bir kez satın alma yapan müşteriler oluşturmaktadır. Veriler online olarak oluşturulan anket formu ile toplanmıştır. Araştırmada kolayda örnekleme yöntemi kullanılmıştır. Araştırma hipotezlerinin test edilmesinde PLS-Sem’den yararlanılmıştır. Araştırma sonucunda hizmet kalitesi boyutlarından verimlilik, yerine getirme / güvenilirlik ve entegrasyon boyutlarının müşteri bağlılığı üzerinde önemli bir etkiye sahip olduğu tespit edilmiştir.

Anahtar Kelimeler

Bütünleşik Kanallı Perakendecilik Hizmet Kalitesi Perakende Sektörü Müşteri Bağlılığı PLS-Sem

Kaynakça

  • Abu, N. K. (2004), Service Quality Dimensions: A Study on Various Sizes of Grocery Retailers – A Conceptual Paper, Khalidah Abu / Proceeding of IBBC, s. 633 – 642.
  • Akın, M. ve Toksarı M. (2017), Sanal Mağazacılıkta E-Hizmet Kalitesinin E-Sadakate Etkisi, İşletme ve İktisat Çalışmaları Dergisi, 5(1), s. 48 – 59.
  • Akter, S., Hossain, M. I., Lu, S., Aditya, S., Hossain, T. M. T. ve Kattiyapornpong, U. (2019), Does Service Quality Perception in Omnichannel Retailing Matter? A Systematic Review and Agenda for Future Research, (Eds: W. Piotrowicz and R. Cuthbertson), Exploring Omnichannel Retailing, s. 71 – 98, Switzerland: Springer.
  • Azhari, J. E. ve Bennett, D. (2015), Omni-Channel Customer Experience: An Investigation into The Use of Digital Technology in Physical Stores And its Impact On The Consumer’s Decision-Making Process, XXIV AEDEM International Conference, London.
  • Boz, H. (2019), Hizmet Kalitesi Ve Promosyon Kampanyaları Müşteri Tatmini Ve Marka Sadakati İçin Yeterli Midir?, Ekonomik ve Sosyal Araştırmalar Dergisi, 5(2), s. 199 – 214.
  • Ca, L. ve Li, L. (2015), The Impact of Cross-Channel Integration on Retailers’ Sales Growth, Journal of Retailing, 91, s. 198 – 216.
  • Campaign Türkiye (2016), Defacto’dan Omni-Channel Satış Deneyimi, https://www.campaigntr.com/defactodan-omni-channel-satis-deneyimi/, (Erişim Tarihi: 15.03.2021)
  • Chen, C. M., Chen, S. H. ve Lee, H. T. (2013), Interrelationships between Physical Environment Quality, Personal Interaction Quality, Satisfaction and Behavioural Intentions in Relation to Customer Loyalty: The Case of Kinmen's Bed and Breakfast Industry, Asia Pacific Journal of Tourism Research, 18(3), s. 262 – 287.
  • Cortina, J. M. (1993), What is Coefficient Alpha? An Examination of Theory and Applications, Journal of Applied Psychology, 78(1), s. 98 – 104.
  • Dabholkar, P. A., Thorpe, D. I. ve Rentz, J. O. (1996), A Measure of Service Quality for Retail Stores: Scale Development and Validation, Journal of the Academy of Marketing Science, 24(1), s. 3 – 16.
  • Defacto (2017), Teknoloji, https://kurumsal.defacto.com.tr/teknoloji.html, (Erişim Tarihi: 04.03.2021).
  • Dennis (2020), Multi-Channel Marketing Vs Omnichannel Marketing Explained In Five Minutes, https://www.coredna.com/blogs/multi-channel-vs-omnichannel-marketing, (Erişim Tarihi: 20.01.2021)
  • Fairchild, A. M. (2014), Extending The Network: Defining Product Delivery Partnering Preferences For Omni-Channel Commerce, Procedia Technology, 16, s. 447 – 451.
  • Finn, D. W. ve Lamb, C. W. (1991), An Evaluation of the Servqual Scales in a Retailing Setting, (Eds.: R. H. Holman and M. R. Solomon), Advances in Consumer Research, s. 483-490, Vol. 18, Provo: UT, Association for Consumer Research.
  • Fornell, C. ve Larcker, D. F. (1981), Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics, Journal of Marketing Research, 18(3), s. 382 – 388.
  • Gee, R., Coates, G. ve Nicholson, M. (2008), Understanding and Profitably Managing Customer Loyalty, Marketing Intelligence & Planning, 26(4), s. 359 – 374.
  • Gremler, D. D. ve Brown, S. W. (1996), Service Loyalty: Its Nature, Importance, and Implications, Advancing Service Quality: A Global Perspective, 5(1), s. 171 – 181.
  • H&M (2017), The H&M Group Reaches Customers Around The World, https://about.hm.com/content/dam/hmgroup/groupsite/documents/en/Digital%20Annual%20Report/2017/Annual%20Report%202017%20Customers%20the%20world%20around.pdf, (Erişim Tarihi: 14.02.2021)
  • Ha, N. T., Minh, N. H., Anh, P. C. ve Matsui Y. (2015), Retailer Service Quality and Customer Loyalty: Empirical Evidence in Vietnam, Asian Social Science, 11(4), s. 90 – 101.
  • Herington, C. ve Weaven, S. (2009), E-Retailing by Banks: E-Service Quality and its Importance to Customer Satisfaction, European Journal of Marketing, 43(9/10), s. 1220 – 1231.
  • Holloway, B. B. ve Beatty, S. E. (2008), Satisfiers and Dissatisfiers in the Online Environment: A Critical Incident Assessment, Journal of Service Research, 10(4), s. 347 – 364.
  • Hou, Y. (2005), Servıce Qualıty Of Onlıne Apparel Retaılers And Its Impact On Customer Satısfactıon, Customer Trust And Customer Loyalty, Greensboro: The University of North Carolina, Doctoral Dissertation.
  • Huang, E. Y., Lin, S-W. ve Cheng, K-T. (2019), How does Omnichannel Integration Quality Affect Consumers’ Stickiness Intention, Proceedings of the 52nd Hawaii International Conference on System Sciences, s. 4753 – 4762.
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  • MediaCat (2016), Defacto Ve Ecommera’dan Omni-Channel Satış Deneyimi, https://mediacat.com/defacto-ecommeradan-omni-channel-satis-deneyimi/, (Erişim Tarihi: 15.03.2021)
  • Najib, M. F. ve Sosianika, A. (2017), Retail Service Quality in Indonesia: Traditional Market Vs. Modern Market, Academy of Marketing Studies Journal, 21(2), s. 1 – 12.
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  • Nguyen, T. N., Nguyen, H. L., Cao, T. K. ve Phan T. T. H. (2016), The Influence of Service Quality on Customer Loyalty Intentions: A Study in the Vietnam Retail Sector, Asian Social Science, 12(2), s. 112 – 119.
  • Önder, N. (2020), E-Ticaret Devlerinden Fiziksel Perakendeye Dev Yatırım, https://www.marketingturkiye.com.tr/haberler/e-ticaret-devlerinden-fiziksel-perakendeye-dev-yatirim/, (Erişim Tarihi: 16.02.2021)
  • Parasuraman, A., Zeithaml, V. A. ve Berry, L. L. (1988), SERVQUAL: A Multiple – Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, 64(1), s. 12 – 40.
  • Parasuraman, A., Zeithaml, V. A. ve Malhotra, A. (2005), E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality, Journal of Service Research, 7(10), s. 1 – 21.
  • Parikh, D. (2006), Measuring Retail Service Quality: An Empirical Assessment of the Instrument, Vikalpa: The Journal for Decision Makers, 31(2), s. 45 – 55.
  • Patten, E., Ozuem, W. ve Howell, K. (2020a), Service Quality in Multichannel Fashion Retailing: An Exploratory Study, Information Technology & People, 33(4), s. 1327 – 1356.
  • Patten, E., Ozuem, W., Howell, K. ve Lancaster G. (2020b), Minding The Competition: The Drivers for Multichannel Service Quality in Fashion Retailing, Journal of Retailing and Consumer Services, 53, s. 1 – 9.
  • Peltola, S., Vainio, H. ve Nieminen, M. (2015), Key Factors in Developing Omnichannel Customer Experience with Finnish Retailers, (Eds: F. F-H. Nah and C-H Tan), International Conference on HCI in Business, s. 335 – 346, Cham: Springer.
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  • Rigby, D. (2011), The Future of Shopping, Hardvard Business Review, December, s. 3 – 12.
  • Rolland, S. ve Freeman, I. (2010), A New Measure of E-Service Quality in France, International Journal of Retail & Distribution Management, 38(7), s. 497 – 517.
  • Rossiter, J. R. (2007), Toward a Valid Measure of E-Retailing Service Quality, Journal of Theoretical and Applied Electronic Commerce Research, 2(3), s. 36 – 48.
  • Rusanen, O. (2018), Crafting an Omnichannel Strategy: Identifying Sources of Competitive Advantage and Implementation Barriers, (Eds: W. Piotrowicz and R. Cuthbertson), Exploring Omnichannel Retailing: Common Expectations And Diverse Realities, s. 11 – 46, Switzerland: Springer.
  • Sansarlıoğlu, B. (2017), Arçelik'te "Omni" Zamanı, aa.com.tr/tr/sirkethaberleri/perakende/arcelikte-omni-zamani/639720, (Erişim Tarihi: 04.03.2021).
  • Savastano, M., Bellini, F., D’Ascenzo, F. ve Marco, M. D. (2019), Technology Adoption for the Integration of Online–Offline Purchasing Omnichannel Strategies in the Retail Environment, International Journal of Retail & Distribution Management, 47(5), s. 474 – 492.
  • Seth, N., Deshmukh, S. G. ve Vrat, P. (2005), Service Quality Models: A Review, International Journal of Quality & Reliability Management, 22(9), s. 913 – 949.
  • Shen, X-L., Li, Y-J., Sun, Y. ve Wang, N. (2018), Channel Integration Quality, Perceived Fluency and Omnichannel Service Usage: The Moderating Roles of Internal and External Usage Experience, Decision Support Systems, 109, s. 61 – 73.
  • Sheng, T. ve Liu C. (2010), An Empirical Study on The Effect of E-Service Quality on Online Customer Satisfaction and Loyalty, Nankai Business Review International, 1(3), s. 273 – 283.
  • Siu, N. Y. M. ve Cheung, J. T-H. (2001), A Measure of Retail Service Quality, Marketing Intelligence & Planning, 19(2), s. 88 – 96.
  • Sivapalan, A. ve Jebarajakirthy, C. (2017), An Application of Retailing Service Quality Practices Influencing Customer Loyalty toward Retailers, Marketing Intelligence & Planning, 35(7), s. 842 – 857.
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  • Sousa, R. ve Amorim, M. (2018), Architectures for Multichannel Front-Office Service Delivery Models, International Journal of Operations & Production Management, 38(3), s. 828 – 851.
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  • Wolfinbarger, M. ve Gilly, M. C. (2003), ETailQ: Dimensionalizing, Measuring and Predictingetail Quality, Journal of Retailing, 79, s. 183 – 198.
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  • Yoo, B. ve Donthu, N. (2001), Developing A Scale to Measure the Perceived Quality of An Internet Shopping Site (SITEQUAL), Quarterly Journal of Electronic Commerce, 2(1), s. 31 – 47.
  • Yuen, E. F. T. ve Chan, S. S. L. (2010), The Effect of Retail Service Quality and Product Quality on Customer Loyalty, Database Marketing & Customer Strategy Management, 17(3/4), s. 222 – 240.
  • Yumuşak, N. U. (2006), Hizmet Kalitesinin Ölçümü Ve Hizmet Kalitesini Etkileyen Faktörler: Uşak Ticaret Ve Sanayi Odası Uygulaması, İzmir: Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü, Yüksek Lisans Tezi
  • Yüksekbilgili, Z. (2013), Türk Tipi Y Kuşağı, Elektronik Sosyal Bilimler Dergisi Elektronik Sosyal Bilimler Dergisi, 12(45), s. 342 – 353.
  • Zehir, C. ve Narcıkara, E. (2016), E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions, Procedia – Social and Behavioral Sciences, 229, s. 427 – 443.
  • Zeithaml, V. A., Berry, L. L. ve Parasuraman, A. (1996), The Behavioral Consequences of Service Quality, Journal of Marketing, 60, s. 31 – 46.
  • Zeithaml, V. A., Parasuraman, A. ve Malhotra, A. (2000), A Conceptual Framework for Unsterstanding E-Service Quality: Implications for Future Research and Managerial Practice, Marketing Science Institute, Working Paper Series, Report No: 00-115, s. 1 – 46.
  • Zeithaml, V. A., Parasuraman, A. ve Malhotra, A. (2002), Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge, Academy of Marketing Science Journal, 30(4), s. 362 – 375.
  • Zhang, M., He, X., Qin, F., Fu, W. ve He Z. (2019), Service Quality Measurement for Omni-Channel Retail: Scale Development and Validation, Total Quality Management, 30(1), s. 210–226.
Toplam 85 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Araştırma Makaleleri
Yazarlar

Özlem Özdemir Süzer 0000-0003-1908-4235

Çağatan Taşkın 0000-0002-0655-5061

Yayımlanma Tarihi 30 Kasım 2021
Gönderilme Tarihi 18 Haziran 2021
Yayımlandığı Sayı Yıl 2021 Cilt: 21 Sayı: 3

Kaynak Göster

APA Özdemir Süzer, Ö., & Taşkın, Ç. (2021). BÜTÜNLEŞİK KANALLI PERAKENDECİLİĞİN HİZMET KALİTESİ BOYUTLARININ MÜŞTERİ BAĞLILIĞI ÜZERİNDEKİ ETKİSİ ÜZERİNE BİR ARAŞTIRMA: DEFACTO ÖRNEĞİ. Abant Sosyal Bilimler Dergisi, 21(3), 633-660. https://doi.org/10.11616/asbi.954374
AMA Özdemir Süzer Ö, Taşkın Ç. BÜTÜNLEŞİK KANALLI PERAKENDECİLİĞİN HİZMET KALİTESİ BOYUTLARININ MÜŞTERİ BAĞLILIĞI ÜZERİNDEKİ ETKİSİ ÜZERİNE BİR ARAŞTIRMA: DEFACTO ÖRNEĞİ. ASBİ. Kasım 2021;21(3):633-660. doi:10.11616/asbi.954374
Chicago Özdemir Süzer, Özlem, ve Çağatan Taşkın. “BÜTÜNLEŞİK KANALLI PERAKENDECİLİĞİN HİZMET KALİTESİ BOYUTLARININ MÜŞTERİ BAĞLILIĞI ÜZERİNDEKİ ETKİSİ ÜZERİNE BİR ARAŞTIRMA: DEFACTO ÖRNEĞİ”. Abant Sosyal Bilimler Dergisi 21, sy. 3 (Kasım 2021): 633-60. https://doi.org/10.11616/asbi.954374.
EndNote Özdemir Süzer Ö, Taşkın Ç (01 Kasım 2021) BÜTÜNLEŞİK KANALLI PERAKENDECİLİĞİN HİZMET KALİTESİ BOYUTLARININ MÜŞTERİ BAĞLILIĞI ÜZERİNDEKİ ETKİSİ ÜZERİNE BİR ARAŞTIRMA: DEFACTO ÖRNEĞİ. Abant Sosyal Bilimler Dergisi 21 3 633–660.
IEEE Ö. Özdemir Süzer ve Ç. Taşkın, “BÜTÜNLEŞİK KANALLI PERAKENDECİLİĞİN HİZMET KALİTESİ BOYUTLARININ MÜŞTERİ BAĞLILIĞI ÜZERİNDEKİ ETKİSİ ÜZERİNE BİR ARAŞTIRMA: DEFACTO ÖRNEĞİ”, ASBİ, c. 21, sy. 3, ss. 633–660, 2021, doi: 10.11616/asbi.954374.
ISNAD Özdemir Süzer, Özlem - Taşkın, Çağatan. “BÜTÜNLEŞİK KANALLI PERAKENDECİLİĞİN HİZMET KALİTESİ BOYUTLARININ MÜŞTERİ BAĞLILIĞI ÜZERİNDEKİ ETKİSİ ÜZERİNE BİR ARAŞTIRMA: DEFACTO ÖRNEĞİ”. Abant Sosyal Bilimler Dergisi 21/3 (Kasım 2021), 633-660. https://doi.org/10.11616/asbi.954374.
JAMA Özdemir Süzer Ö, Taşkın Ç. BÜTÜNLEŞİK KANALLI PERAKENDECİLİĞİN HİZMET KALİTESİ BOYUTLARININ MÜŞTERİ BAĞLILIĞI ÜZERİNDEKİ ETKİSİ ÜZERİNE BİR ARAŞTIRMA: DEFACTO ÖRNEĞİ. ASBİ. 2021;21:633–660.
MLA Özdemir Süzer, Özlem ve Çağatan Taşkın. “BÜTÜNLEŞİK KANALLI PERAKENDECİLİĞİN HİZMET KALİTESİ BOYUTLARININ MÜŞTERİ BAĞLILIĞI ÜZERİNDEKİ ETKİSİ ÜZERİNE BİR ARAŞTIRMA: DEFACTO ÖRNEĞİ”. Abant Sosyal Bilimler Dergisi, c. 21, sy. 3, 2021, ss. 633-60, doi:10.11616/asbi.954374.
Vancouver Özdemir Süzer Ö, Taşkın Ç. BÜTÜNLEŞİK KANALLI PERAKENDECİLİĞİN HİZMET KALİTESİ BOYUTLARININ MÜŞTERİ BAĞLILIĞI ÜZERİNDEKİ ETKİSİ ÜZERİNE BİR ARAŞTIRMA: DEFACTO ÖRNEĞİ. ASBİ. 2021;21(3):633-60.

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