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E-Ticaret Hizmet Kalitesinin Yeniden Satın Alma Üzerindeki Etkisi

Year 2023, Issue: 12, 1 - 15, 31.12.2023

Feriha Yıldız Ertuğrul Çavdar

https://doi.org/10.55089/yyuvasad.1394826

Abstract

Günümüzde Dünya’da olduğu gibi Türkiye’de de alışverişlerde e-ticaretin kullanımı yaygınlaşmıştır. Dolayısıyla internet üzerinden satış gerçekleştiren işletmelerin sayısında da artış meydana gelmiştir. İnternet üzerinden yapılan ticaretin yaygınlaşması rekabeti küresel boyuta taşımıştır. Küresel çapta aynı fiyat ve kalitedeki ürünleri satan çok sayıda işletme faaliyet göstermektedir. Bu durum müşterileri ürünün fiyat ve kalitesinin yanında farklı beklentilere yönlendirmektedir. Bu beklentilerden en önemlisi ise hizmet kalitesi ve güvendir. Günümüzde müşterilerin siparişlerinin zamanında, eksiksiz ve sağlam olarak teslim etmeleri ile ilgili beklentilerinin de artmış olması nedeniyle lojistik hizmet kalitesinin de önemi artmıştır. Bu nedenle işletmelerin satış hacimlerini artırabilmeleri için hizmet kalitesine gereken önemi vermeleri gerekmektedir. Bu bağlamda bu çalışmada e-ticaret hizmet kalitesi boyutlarından bilgi kalitesi, kargo hizmetleri ile gizlilik ve güvenliğin müşteri güveni ve tekrar satın alma niyeti üzerindeki etkisi araştırılmıştır. Bu amaçla 612 e-ticaret kullanıcısından anket ile veri toplanmıştır. Veriler yapısal eşitlik modeli ile analiz edilmiştir. Analiz neticesinde bilgi kalitesi, gizlilik ve güvenlik ile kargo hizmetlerinin müşteri güvenini pozitif yönde ve anlamlı olarak etkilediği tespit edilmiştir. Gizlilik ve güvenlik, kargo hizmetleri ve müşteri güveninin tekrar satın alma niyetini pozitif yönde anlamlı olarak etkilediği bulgusuna ulaşılmıştır.

Keywords

E-Ticaret Hizmet Kalitesi Yapısal Eşitlik Modellemesi

References

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  • Al-Debei, M. M., Akroush, M. N. & Ashouri, M. I. (2015). Consumer attitudes towards online shopping. The effects of trust, perceived benefits, and perceived web quality. Internet Research, 25(5), 707-733.
  • Aladwani, A. M. (2006). An empirical test of the link between web site quality and forward enterprise integration with web consumers. Business Process Management, 12(2), 178-190.
  • Al-Momani, K. & Mohd Noor, N. A. (2009). E-service quality, ease of use, usability and enjoyment as antecedents of e-crm performance: an empirical investigation in jordan mobile phone services. The Asian Journal of Technology Management, 2(2), 50-64.
  • Aydın, p. ve Mermertaş, K. (2020). E-perakende sektöründe satış sonrası hizmetlerin müşteri tatmini ve tekrar satın alma niyetine etkisi. Kafkas Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 11(22), 840-863.
  • Bienstock, C. C., Royne, M. B., Sherrell, M. B. D. & Staffor, T. F. (2008). An expanded model of logistics service quality: Incorporating logistics information technology. Int. J. Production Economics, 113(1), 205–222.
  • Bozbay, Z., Yaman, Y. ve Özkan, E. (2016). İnternet perakendeciliğinde hizmet kalitesinin müşteri memnuniyeti üzerindeki rolü: hazır giyim ve kitap sektörü üzerine karşılaştırmalı bir araştırma. Journal of Transportation and Logistics, 1(1), 19-38.
  • Canpolat Ö. (2001). E-ticaret ve Türkiye’deki Gelişmeler, Ankara: T.C. Sanayi ve Ticaret Bakanlığı Hukuk Müşavirliği.
  • Cao, M., Zhang, Q. & Seydel, J. (2005). B2C e-commerce web site quality: an empirical examination. Industrial Management & Data Systems, 105(5), 645-661.
  • Carlson, F. & O’Cass, A, (2010). Exploring the relationships between e-service quality, satisfaction, attitudes and behaviours in content-driven e-service web sites. Journal of Services Marketing, 24(2), 112–127.
  • Chen, Y., & Chang, C. (2012). Enhance green purchase intentions. Management Decision, 50 (3), 502-520.
  • Chiu, W. & Cho, H. (2019). E-commerce brand the effect of perceived brand leadership on consumers’ satisfaction and repurchase intention on e-commerce websites. Asia Pacific Journal of Marketing and Logistics Emerald Publishing Limited 1355-5855 DOI 10.1108/APJML-10-2018-0403
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  • Dal, V. & Özbek, A. (2006). Avrupa birliği ve Türk hazır giyim sanayindeki e-ticaret uygulamalarının karşılaştırılmalı olarak incelenmesi. Elektronik Sosyal Bilimler Dergisi, 5(18), 106-125.
  • Demirdöğmez, M., Gültekin, N. ve Taş, H. Y. (2018). Türkiye’de e-ticaret sektörünün yıllara göre gelişimi. Opus Uluslararası Toplum Araştırmaları Dergisi, 8(15), 2216-2236.
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  • Edvardsson, B. (1998). Service quality improvement. Managing Service Quality, 8(2), 142-149.
  • Faiz, E. (2018). Online seyahat alışverişlerinin hizmet kalitesinin e-memnuniyet ve e-sadakat üzerindeki etkisi. Electronic Journal of Social Sciences, 17(68), 1675-1690.
  • Flavian, C., Gurrea, R. & Orus, C. (2009). The effect of product presentation mode on the perceived content and continent quality of web sites. Online Information Review, 33(6) 1103-1128.
  • Ghosh, M. (2018). Measuring electronic service quality in India using E-S-QUAL. International Journal of Quality & Reliability Management, 35(2), 430-445.
  • Gök, A. C., ve Perçin S. (2016). Elektronik alışveriş (e-alışveriş) sitelerinin e-hizmet kalitesi açısından değerlendirilmesinde dematel-aas-vıkor yaklaşımı. Anadolu Üniversitesi Sosyal Bilimler Dergisi, 16(2), 131-144.
  • Gummerus, J., Liljander, V., Pura, M. & Riel, A. (2004). Customer loyalty to content-based web sites: the case of an online health-care service. Journal of Services Marketing, 18(3), 175-186.
  • Güven, H. (2020). Covid-19 sürecinde e-ticaret sitelerine yöneltilen müşteri şikâyetlerinin incelenmesi. Turkish Studies, 15(4), 512-530.
  • Ha, Y. & Im, H. (2012). Role of web site design quality in satisfaction and word of mouth generation. Journal of Service Management, 23(1), 79-96.
  • Han, F. & Li, B. (2021). Exploring the effect of an enhanced e-commerce institutional mechanism on online shopping intention in the context of e-commerce poverty alleviation. Information Technology & People, 34(1), 93-122.
  • Huma, p., Ahmed, W., Ikram, M. & Khawaja, M. I. (2020). The effect of logistics service quality on customer loyalty: case of logistics service industry. South Asian Journal of Business Studies, 9(1), 43-61.
  • Jarvenpaa, p. L, Tractinsky, & Vitale, M. L (2000). Costumer trust in an internet store. Information Technology and Management, 1, 45-71.
  • Karadeniz, M., ve Işık, M. (2014). Lojistik hizmet kalitesi ile müşteri memnuniyeti ilişkisi: e-ticaret üzerine bir araştırma. İstanbul Journal of Social Sciences, 7, 1-24.
  • Kassim, N. M. & Ismail, P. (2009). Investigating the complex drivers of loyalty in e-commerce settings. Measurıng Busıness Excellence, 13(1), 56-71.
  • Kassim ,N. & Abdullah, N. A. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371.
  • Khan, M. A., Zubair, p. S. & Malik, M. (2019). An assessment of e-service quality, e-satisfaction and e-loyalty case of online shopping in Pakistan. South Asian Journal of Business Studies, 8(3), 283-302.
  • Lee, G. G. & Lin, H. F. (2005). Customer perceptions of e-service quality in online shopping. International Journal of Retail & Distribution Management, 33(2), 161-176.
  • Li H., Liu Y. & Suomi, R. (2009) Measurement of e-service quality: an empirical study in online travel service. ECIS 2009 Proceedings, 191, 1-13.
  • Lin, Y., Luo, J., Cai, p., Ma, p. & Rong, K. (2016). Exploring the service quality in the e-commerce context: a triadic view. Industrial Management & Data Systems, 116(3), 388-415.
  • Liu, C., Arnett, K. P., Capella, L. M., & Taylor, R. D. (2001). Key dimensions of web design quality as related to consumer response. Journal of Computer Information Systems, 42(1), 70-82.
  • Lopez-Nicolas, C., & Molina-Castillo, F. J. (2008). Customer knowledge management and e-commerce: the role of customer perceived risk. International Journal of Information Management, 28(2), 102-113
  • Luo, N., Wang, Y., Zhang, M., Niu, T. & Tu, J. (2020). Integrating community and e-commerce to build a trusted online secondhand platform: Based on the perspective of social capital. Technological Forecasting & Social Change, 153(1), 1-7.
  • Mentzer, J. T., Flint, D. J. & Kent, J. L. (1999). Developing a logistics service quality scale. Journal of Business Logistics, 20(1), 9-32.
  • Meidutė-Kavaliauskienė, I., Aranskis, A. & Litvinenko, M. (2014). Consumer satisfaction with the quality of logistics services. Procedia - Social and Behavioral Sciences, 110(1), 330 – 340.
  • Morganti, E., Seidel, p., Blanquart, C., Dablanc, L. & Lenz, B. (2014). The ımpact of e-commerce on final deliveries: alternative parcel delivery services in France and Germany. Transportation Research Procedia, 4, 178-190.
  • O’Cass, A. & Carlson, F. (2012). An empirical assessment of consumers’ evaluations of web site service quality: conceptualizing and testing a formative model. Journal of Services Marketing, 26(6), 419–434.
  • Öztürk, Y. ve Seyhan, K. (2005). Konaklama işletmelerinde sunulan hizmet kalitesinin servqual yöntemi ile ölçülmesi. Anatolia: Turizm Araştırmaları Dergisi, 16(2), 170-182.
  • Paweloszek, I. & Bajdor: (2020). A statistical approach to assess differences in perception of online shopping. Procedia Computer Science, 176(1), 3121–3132.
  • Rita, Oliveira, T. & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(1), 1-14.
  • Saha , Nath, A. K. & Salehi-Sangari, E. (2012). Evaluation of government e-tax websites: an information quality and system quality approach. Transforming Government: People, Process and Policy, 6(3), 300-321.
  • Sevim, N. (2018). Çevrimiçi e-müşteri sadakatinin oluşumunda e-hizmet kalitesi, e-güven ve e-tatminin etkisi. Business & Management Studies: An International Journal, 6(1), 107-127.
  • Sharma, G. & Lijuan, W. (2015). The effects of online service quality of e-commerce websites on user satisfaction. The Electronic Library, 33(3), 468-485.
  • Sohn, J. I., Woo, P. H. & Kim, T. W. (2017). Assessment of logistics service quality using the Kano model in a logistics-triadic relationship. The International Journal of Logistics Management, 28(2), 680-698.
  • Su, Q., Li, Z., Song, Y. T. & Chen, T. (2008). Conceptualizing consumers’ perceptions of e commerce quality. International Journal of Retail & Distribution Management, 36(5), 360-374.
  • Tam, C., Loureiro, A. & Oliveira, T. (2020). The individual performance outcome behind e-commerce integrating information systems success and overall trust. Internet Research, 30(2), 439-462.
  • Tran, L. T. T. (2020), Managing the effectiveness of e-commerce platforms in a pandemic. Journal of Retailing and Consumer Services, 58, 1-9.
  • Tzavlopoulos, I., Gotzamani, K., Andronikidis, A. & Vassiliadis, C. (2019). Determining the impact of e- commerce quality on customers’ perceived risk, satisfaction, value and loyalty. International Journal of Quality and Service Sciences, 11(4), 576-587.
  • Wang, C., Lee, B. & Feng, R. (2017). Measurement of online shopping service quality: from the perspective of e- commerce law. Advances in Social Science, Education and Humanities Research, 80, 248-253.
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The Impact of E-Commerce Service Quality on Repurchase Intention

Year 2023, Issue: 12, 1 - 15, 31.12.2023

Feriha Yıldız Ertuğrul Çavdar

https://doi.org/10.55089/yyuvasad.1394826

Abstract

In the last decade, there has been a significant increase in the number of companies joining e-commerce platforms because more and more people shop online worldwide. This phenomenon has given the competition a more international flavor. Many companies sell products of the same price and quality. Therefore, customers have different expectations when they purchase products and services. The most important expectation is service quality and trust. Millions of consumers shop for their daily needs online and expect the goods to be delivered timely and safely onto their doorsteps, making logistics service quality more critical than ever. Therefore, companies interested in increasing their sales volume should pay attention to service quality. This study investigated the effect of e-commerce service quality (information quality, courier services, and privacy and security) on online shoppers’ trust and repurchase intention. The sample consisted of 612 e-commerce users. Data were collected using a survey. The data were analyzed using a structural equation model. The results showed that information quality, courier services, and privacy and security positively affected customer trust. The results also showed that courier services, customer trust, and privacy and security positively affected repurchase intention.

Keywords

E-commerce service quality structural equation modeling

References

  • Akbar, p. & James, T. (2014). Consumers' attitude towards online shopping factors influencing employees of crazy domains to shop online. Journal of Management and Marketing Research, 14(1), 1-12.
  • Al-Debei, M. M., Akroush, M. N. & Ashouri, M. I. (2015). Consumer attitudes towards online shopping. The effects of trust, perceived benefits, and perceived web quality. Internet Research, 25(5), 707-733.
  • Aladwani, A. M. (2006). An empirical test of the link between web site quality and forward enterprise integration with web consumers. Business Process Management, 12(2), 178-190.
  • Al-Momani, K. & Mohd Noor, N. A. (2009). E-service quality, ease of use, usability and enjoyment as antecedents of e-crm performance: an empirical investigation in jordan mobile phone services. The Asian Journal of Technology Management, 2(2), 50-64.
  • Aydın, p. ve Mermertaş, K. (2020). E-perakende sektöründe satış sonrası hizmetlerin müşteri tatmini ve tekrar satın alma niyetine etkisi. Kafkas Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 11(22), 840-863.
  • Bienstock, C. C., Royne, M. B., Sherrell, M. B. D. & Staffor, T. F. (2008). An expanded model of logistics service quality: Incorporating logistics information technology. Int. J. Production Economics, 113(1), 205–222.
  • Bozbay, Z., Yaman, Y. ve Özkan, E. (2016). İnternet perakendeciliğinde hizmet kalitesinin müşteri memnuniyeti üzerindeki rolü: hazır giyim ve kitap sektörü üzerine karşılaştırmalı bir araştırma. Journal of Transportation and Logistics, 1(1), 19-38.
  • Canpolat Ö. (2001). E-ticaret ve Türkiye’deki Gelişmeler, Ankara: T.C. Sanayi ve Ticaret Bakanlığı Hukuk Müşavirliği.
  • Cao, M., Zhang, Q. & Seydel, J. (2005). B2C e-commerce web site quality: an empirical examination. Industrial Management & Data Systems, 105(5), 645-661.
  • Carlson, F. & O’Cass, A, (2010). Exploring the relationships between e-service quality, satisfaction, attitudes and behaviours in content-driven e-service web sites. Journal of Services Marketing, 24(2), 112–127.
  • Chen, Y., & Chang, C. (2012). Enhance green purchase intentions. Management Decision, 50 (3), 502-520.
  • Chiu, W. & Cho, H. (2019). E-commerce brand the effect of perceived brand leadership on consumers’ satisfaction and repurchase intention on e-commerce websites. Asia Pacific Journal of Marketing and Logistics Emerald Publishing Limited 1355-5855 DOI 10.1108/APJML-10-2018-0403
  • Coşkun, N. (2004). Elektronik ticaretin gelişiminde temel dinamikler ve gelişimi önündeki engeller. Çukurova Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 13(2), 243-258.
  • Dal, V. & Özbek, A. (2006). Avrupa birliği ve Türk hazır giyim sanayindeki e-ticaret uygulamalarının karşılaştırılmalı olarak incelenmesi. Elektronik Sosyal Bilimler Dergisi, 5(18), 106-125.
  • Demirdöğmez, M., Gültekin, N. ve Taş, H. Y. (2018). Türkiye’de e-ticaret sektörünün yıllara göre gelişimi. Opus Uluslararası Toplum Araştırmaları Dergisi, 8(15), 2216-2236.
  • Diaz, E., Blazquez, J. J., Molina, A. & Martın-Consuegra, D. (2013). Are the non-governmental organizations’ web sites effective?. Qualitative Market Research: An International Journal, (4), 370-392.
  • Düger, Y. S., ve Kahraman, H. (2017). Online alışverişte hizmet kalitesinin ve algılanan değerin müşteri memnuniyeti ile tekrar satın alma niyeti üzerindeki etkisi. Journal of International Social Research, 10(54), 819-826.
  • Edvardsson, B. (1998). Service quality improvement. Managing Service Quality, 8(2), 142-149.
  • Faiz, E. (2018). Online seyahat alışverişlerinin hizmet kalitesinin e-memnuniyet ve e-sadakat üzerindeki etkisi. Electronic Journal of Social Sciences, 17(68), 1675-1690.
  • Flavian, C., Gurrea, R. & Orus, C. (2009). The effect of product presentation mode on the perceived content and continent quality of web sites. Online Information Review, 33(6) 1103-1128.
  • Ghosh, M. (2018). Measuring electronic service quality in India using E-S-QUAL. International Journal of Quality & Reliability Management, 35(2), 430-445.
  • Gök, A. C., ve Perçin S. (2016). Elektronik alışveriş (e-alışveriş) sitelerinin e-hizmet kalitesi açısından değerlendirilmesinde dematel-aas-vıkor yaklaşımı. Anadolu Üniversitesi Sosyal Bilimler Dergisi, 16(2), 131-144.
  • Gummerus, J., Liljander, V., Pura, M. & Riel, A. (2004). Customer loyalty to content-based web sites: the case of an online health-care service. Journal of Services Marketing, 18(3), 175-186.
  • Güven, H. (2020). Covid-19 sürecinde e-ticaret sitelerine yöneltilen müşteri şikâyetlerinin incelenmesi. Turkish Studies, 15(4), 512-530.
  • Ha, Y. & Im, H. (2012). Role of web site design quality in satisfaction and word of mouth generation. Journal of Service Management, 23(1), 79-96.
  • Han, F. & Li, B. (2021). Exploring the effect of an enhanced e-commerce institutional mechanism on online shopping intention in the context of e-commerce poverty alleviation. Information Technology & People, 34(1), 93-122.
  • Huma, p., Ahmed, W., Ikram, M. & Khawaja, M. I. (2020). The effect of logistics service quality on customer loyalty: case of logistics service industry. South Asian Journal of Business Studies, 9(1), 43-61.
  • Jarvenpaa, p. L, Tractinsky, & Vitale, M. L (2000). Costumer trust in an internet store. Information Technology and Management, 1, 45-71.
  • Karadeniz, M., ve Işık, M. (2014). Lojistik hizmet kalitesi ile müşteri memnuniyeti ilişkisi: e-ticaret üzerine bir araştırma. İstanbul Journal of Social Sciences, 7, 1-24.
  • Kassim, N. M. & Ismail, P. (2009). Investigating the complex drivers of loyalty in e-commerce settings. Measurıng Busıness Excellence, 13(1), 56-71.
  • Kassim ,N. & Abdullah, N. A. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371.
  • Khan, M. A., Zubair, p. S. & Malik, M. (2019). An assessment of e-service quality, e-satisfaction and e-loyalty case of online shopping in Pakistan. South Asian Journal of Business Studies, 8(3), 283-302.
  • Lee, G. G. & Lin, H. F. (2005). Customer perceptions of e-service quality in online shopping. International Journal of Retail & Distribution Management, 33(2), 161-176.
  • Li H., Liu Y. & Suomi, R. (2009) Measurement of e-service quality: an empirical study in online travel service. ECIS 2009 Proceedings, 191, 1-13.
  • Lin, Y., Luo, J., Cai, p., Ma, p. & Rong, K. (2016). Exploring the service quality in the e-commerce context: a triadic view. Industrial Management & Data Systems, 116(3), 388-415.
  • Liu, C., Arnett, K. P., Capella, L. M., & Taylor, R. D. (2001). Key dimensions of web design quality as related to consumer response. Journal of Computer Information Systems, 42(1), 70-82.
  • Lopez-Nicolas, C., & Molina-Castillo, F. J. (2008). Customer knowledge management and e-commerce: the role of customer perceived risk. International Journal of Information Management, 28(2), 102-113
  • Luo, N., Wang, Y., Zhang, M., Niu, T. & Tu, J. (2020). Integrating community and e-commerce to build a trusted online secondhand platform: Based on the perspective of social capital. Technological Forecasting & Social Change, 153(1), 1-7.
  • Mentzer, J. T., Flint, D. J. & Kent, J. L. (1999). Developing a logistics service quality scale. Journal of Business Logistics, 20(1), 9-32.
  • Meidutė-Kavaliauskienė, I., Aranskis, A. & Litvinenko, M. (2014). Consumer satisfaction with the quality of logistics services. Procedia - Social and Behavioral Sciences, 110(1), 330 – 340.
  • Morganti, E., Seidel, p., Blanquart, C., Dablanc, L. & Lenz, B. (2014). The ımpact of e-commerce on final deliveries: alternative parcel delivery services in France and Germany. Transportation Research Procedia, 4, 178-190.
  • O’Cass, A. & Carlson, F. (2012). An empirical assessment of consumers’ evaluations of web site service quality: conceptualizing and testing a formative model. Journal of Services Marketing, 26(6), 419–434.
  • Öztürk, Y. ve Seyhan, K. (2005). Konaklama işletmelerinde sunulan hizmet kalitesinin servqual yöntemi ile ölçülmesi. Anatolia: Turizm Araştırmaları Dergisi, 16(2), 170-182.
  • Paweloszek, I. & Bajdor: (2020). A statistical approach to assess differences in perception of online shopping. Procedia Computer Science, 176(1), 3121–3132.
  • Rita, Oliveira, T. & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(1), 1-14.
  • Saha , Nath, A. K. & Salehi-Sangari, E. (2012). Evaluation of government e-tax websites: an information quality and system quality approach. Transforming Government: People, Process and Policy, 6(3), 300-321.
  • Sevim, N. (2018). Çevrimiçi e-müşteri sadakatinin oluşumunda e-hizmet kalitesi, e-güven ve e-tatminin etkisi. Business & Management Studies: An International Journal, 6(1), 107-127.
  • Sharma, G. & Lijuan, W. (2015). The effects of online service quality of e-commerce websites on user satisfaction. The Electronic Library, 33(3), 468-485.
  • Sohn, J. I., Woo, P. H. & Kim, T. W. (2017). Assessment of logistics service quality using the Kano model in a logistics-triadic relationship. The International Journal of Logistics Management, 28(2), 680-698.
  • Su, Q., Li, Z., Song, Y. T. & Chen, T. (2008). Conceptualizing consumers’ perceptions of e commerce quality. International Journal of Retail & Distribution Management, 36(5), 360-374.
  • Tam, C., Loureiro, A. & Oliveira, T. (2020). The individual performance outcome behind e-commerce integrating information systems success and overall trust. Internet Research, 30(2), 439-462.
  • Tran, L. T. T. (2020), Managing the effectiveness of e-commerce platforms in a pandemic. Journal of Retailing and Consumer Services, 58, 1-9.
  • Tzavlopoulos, I., Gotzamani, K., Andronikidis, A. & Vassiliadis, C. (2019). Determining the impact of e- commerce quality on customers’ perceived risk, satisfaction, value and loyalty. International Journal of Quality and Service Sciences, 11(4), 576-587.
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There are 60 citations in total.

Details

Primary Language English
Subjects Political Science (Other)
Journal Section Araştırma Makaleleri
Authors

Feriha Yıldız 0000-0002-5632-1300

Ertuğrul Çavdar 0000-0002-1522-8775

Publication Date December 31, 2023
Submission Date November 23, 2023
Acceptance Date December 7, 2023
Published in Issue Year 2023 Issue: 12

Cite

APA Yıldız, F., & Çavdar, E. (2023). The Impact of E-Commerce Service Quality on Repurchase Intention. Vankulu Sosyal Araştırmalar Dergisi(12), 1-15. https://doi.org/10.55089/yyuvasad.1394826
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