Araştırma Makalesi
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INVESTIGATING THE EFFECTS OF USER PERCEPTIONS ON ONLİNE CUSTOMER SATISFACTION AND LOYALTY

Yıl 2018, Cilt: 20 Sayı: 1, 109 - 132, 05.06.2018
https://doi.org/10.16953/deusosbil.270132

Öz

The aim of this study is to determine online customer perceptions
affecting the trust and loyalty of online shopping customers in Turkey. By
analyzing the literature in a comprehensive way, customer perceptions affecting
customer trust and loyalty are determined and a theoretical model is proposed.
The study group consists of 553 students attended in a faculty of education of
a state university in Ankara during the spring semester of the 2015-2016
academic year. The data were collected by using a scale consisting of 32 items
and the suitability of the model was tested using exploratory factor analysis
(EFA) and confirmatory factor analysis (CFA) techniques. As a result of the
analysis, online shopping self-efficacy and
customisation perceptions were found to have no
statistically significant effect on customer trust, while control, value,
benefit and risk perceptions were found to have statistically significant
effects on online customer trust. Online customer trust has a statistically
significant positive effect on online customer loyalty and it has been
determined that it takes a mediator role between customer perceptions and
customer loyalty. Theoretical model findings were compared with relevant
literature and suggestions were made to the researchers and online shopping
sites.

Kaynakça

  • Akbar, S. & James, P. T. J. (2014). Consumers’ attitude towards online shopping: Factors influencing employees of crazy domains to shop online. Journal of Management and Marketing Research, 14(1).
  • Anderson, E. W., Fornell, C. & Lehman, D. R. (1994). Customer satisfaction, market share and profitability: Findings from Sweden. Journal of Marketing, 58(July): 53–66.
  • Barutçu, S. (2007). E-Mağazalardan alış-verişlerde e-müşteri tutumları ve e-müşteri memnuniyetini etkileyen faktörler. Selçuk Üniversitesi, İ.İ.B.F. Sosyal ve Ekonomik Araştırmalar Dergisi, 7(14): 219-238.
  • Barutçu, S. (2008). Perakendecilik sektöründe teknolojik değişim: e-perakendecilik, e-mağaza bağlılığı ve e-mağaza bağlılığını etkileyen faktörler. Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Yayınları, 13(1): 317-334.
  • Bhattacherjee, A. (2001). An empirical analysis of the antecedents of electronic commerce service continuance. Decision Support Systems, 32(2): 201–214.
  • Bollen, K. A. (1989). Structural equations with latent variables. Wiley Series in Probability and Mathematical Statistics. New York, USA.
  • Byrne, B. M. (1994). Structural equation modeling with Eqs And Eqs/Windows: Basic concepts, applications, and programming, Thousand Oaks, California: Sage, 304.
  • Chaudhuri, A. & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of Marketing, 65(2): 81-93.
  • Flavia´ n, C., Guinaliu, M. & Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information & Management, 43 (1): 1–14.
  • Chen, S. (2012). The customer satisfaction–loyalty relation in an interactive e-service setting: The mediators. Journal of Retailing and Consumer Services, 19: 202–210.
  • Chen, J.V., Yen, D. C.; Pornpriphet, W. & Widjaja, A. E. (2015). E-commerce web site loyalty: A cross cultural comparison. Information Systems Frontiers, 17: 1283–1299.
  • Chih-Chung, C. & Chang, S.-C. (2005). Discussion on the behavior intention model of consumer online shopping. Journal of Business and Management, 11: 41–57.
  • Chuang, S., Lin, F. & Chin-Chung, T. (2015). An exploration of the relationship between Internet self-efficacy and sources of Internet self-efficacy among Taiwanese university students. Computers in Human Behavior, 48: 147–155.
  • Corbitt, B.J., Thanasankita, T. & Yi, H. (2003). Trust and e-commerce: a study of consumer perceptions. Electronic Commerce Research and Applications, 2 (3): 203-215.
  • Cyr, D., Hassanein, K., Head, M. & Ivanov, A. (2007). The role of social presence in establishing loyalty in e-service environments. Interacting with Computers, 19: 43–56.
  • Çokluk, Ö., Şekercioğlu, G. & Büyüköztürk, Ş. (2010). Sosyal bilimler için çok değişkenli istatistik SPSS ve LISREL uygulamaları (Birinci Baskı). Ankara: Pegem Yayıncılık.
  • Cole, D. A. & Maxwell, S. E. (2003). Testing mediational models with longitudinal data: questions and tips in the use of structural equation modeling. Journal of Abnormal Psychology, 112(4): 558-577.
  • Demireli, C. & Dursun, F. (2013). E-Ticaret’te müşteri sadakatinin belirlenmesi üzerine bir uygulama. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, 38: 271-284.
  • Devaraj, S., Fan, M. & Kohli, R. (2002). Antecedents of B2C channel satisfaction and preference: validating e-commerce metrics. Information Systems Research, 13(3): 316-333.
  • Doolin, B., Dillon,S., Thompson,F. & Corner,J. L. (2005). Perceived risk, The internet shopping experience and online purchasing behavior: A New Zealand Perspective. Global Information Management, 13(2): 66–88.
  • Eid, M. I. (2011). Determinants of E-commerce customer satisfaction, trust, and loyalty in Saudi Arabia. Journal of Electronic Commerce Research, 12 (1): 78-93.
  • Erçetin, C. (2015). Elektronik ticarette tüketicilerin satın alma davranış ve tercihlerini etkileyen unsurlar: e-ticaret siteleri üzerine bir çalışma. Doğuş Üniversitesi Sosyal Bilimler Enstitüsü İşletme Anabilim Dalı, Yüksek Lisans Bitirme Tezi, İstanbul.
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  • Fornell, C. & Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1): 39-50.
  • Garbarino, E. & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. The Journal of Marketing, 70-87.
  • Gökdağ, M. (2013). Araştırma yöntemleri, http://tumdersnotlarim.blogspot.com.tr/2013/10/arastrma-yontemleri.html, (Erişim tarihi: 13.05.2018).
  • Hou, Y. (2005). Service quality of online apparel retailers and its impact on customer satisfaction, customer trust and customer loyalty. Doktora Tezi. The University of North Carolina, USA.
  • Jöreskog, K. G., Sörbom, D. (1993). LISREL 8: Structural Equation Modeling with the SIMPLIS Command Language (Second Edition). USA: Scientific Software International Publishing, 171-188.
  • Kaya, İ. & Özen, H. (2012). Geleneksel mağazalar ile internetten alışverişte değer algısı ve satın alma niyeti: Bir karşılaştırma. İstanbul Üniversitesi İşletme Fakültesi Dergisi, :41(1): 13-30.
  • Kassım, N. M. & Abdullah, N. A. (2008). Customer loyalty in e-commerce settings: An empirical study. Electronic Markets, 18(3): 275-290.
  • Kim, D. J., Ferrin, D. L. & Rao, H. R. (2008), A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents, Decision Support Systems, 44, 544–564.
  • Kline, R. B. (1998). Software programs for structural equation modeling: Amos, Eqs, and Lisrel. Journal of Psycho Educational Assessment, 16: 302-323.
  • Lai, F., Griffin, M. ve Babin, B. J. (2009). How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of Business Research, 62 (10): 980–986.
  • Lee, J., Lee, J.-N. & Tan, B. C. Y.(2015). Antecedents of Cognitive Trust and Affective Distrust and their Mediating Roles in Building Customer Loyalty. Information Systems Frontiers, 17(1): 159-175.
  • Liao, Z. & Cheung, M. T. (2002). Internet-based e-banking and consumer attitudes: an empirical study. Information & Management, 39(4): 283-295.
  • Liu, R. R. & McClure, P. (2001). Recognizing cross-cultural differences in consumer complaint behavior and intentions: An empirical examination. Journal of Consumer Marketing, 18(1): 54–75.
  • Liu, T. H. (2012). Effect of e-service quality on customer online repurchase intentions, (Doktora Tezi), Lynn University.
  • López-Nicolás, C., Francisco J. M. & Bouwman, H. (2008). An assessment of advanced mobile services acceptance: Contributions from TAM and diffusion theory models. Information & Management, 45(6): 359-364.
  • Mathwick, C., Malhotra, N. & Rigdon, E. (2001). Experiential Value: Conceptualization, Measurement and Application in the Catalog and Internet Shopping Environment. Journal of Retailing, 77 (1): 39-56.
  • Morgan, R. M. & Hunt, S. D. (1994). The Commitment Trust Theory of Relationship Marketing. Journal of Marketing, 58(July): 20–38.
  • Norizan M. K. & Salaheldin I. (2009). Investigating the complex drivers of loyalty in e-commerce settings. Measuring Business Excellence, 13(1): 56–71.
  • Nunnally, J. C. & Bernstein, I. H. (1994). The assessment of reliability. Psychometric Theory, 3(1): 248-292.
  • Oypan, S. (2017). E-ticarette kişiselleştirme neden önemlidir ve nasıl yapılır? https://www.ideasoft.com.tr/e-ticarette-kisisellestirme/, (Erişim tarihi: 13.05.2018).
  • Özgüven, N. (2011). Tüketicilerin online alışverişe karşı tutumları ile demografik özellikleri arasındaki ilişkinin analizi.Karamanoğlu Mehmetbey Üniversitesi Sosyal ve Ekonomik Araştırmalar Dergisi, (2): 47-54.
  • Öztürk, S., Coşkun, A. & Dirsehan, T. (2012). Fırsat sitelerine yönelik e-sadakati belirleyen boyutların incelenmesi. Eskişehir Osmangazi Üniversitesi İktisadi ve İdari Bilimler Dergisi, 7(2): 217-239.
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  • Pavlou, P. A. (2003). Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce, 7(3): 101-134.
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ONLİNE ALIŞVERİŞ SİTESİ KULLANICI ALGILARININ MÜŞTERİ GÜVEN VE SADAKATİNE ETKİLERİNİN İNCELENMESİ

Yıl 2018, Cilt: 20 Sayı: 1, 109 - 132, 05.06.2018
https://doi.org/10.16953/deusosbil.270132

Öz

Bu
çalışmanın amacı, Türkiye’deki online alışveriş sitesi kullanıcı algılarının
müşteri güven ve sadakati üzerine etkilerinin belirlenmesidir. Literatür
kapsamlı bir şekilde incelenerek müşteri güven ve sadakatini etkileyen müşteri
algıları belirlenmiş ve bir kuramsal model önerilmiştir. Çalışma grubu
Ankara’daki bir devlet üniversitesinin eğitim fakültesinde 2015-2016 öğretim
yılı bahar döneminde öğrenim gören 553 öğrenciden oluşmaktadır. Veriler 32
maddeden oluşan ölçek ile toplanmıştır.
Açımlayıcı faktör analizi (AFA) ve doğrulayıcı faktör analizi (DFA)
teknikleri kullanılarak modelin uygunluğu test edilmiştir. Analiz sonucunda
online müşteri
algılarından kontrol, değer, fayda ve risk algılarının online müşteri güveni
üzerinde istatistiksel olarak anlamlı etkileri olduğu görülürken online
alışveriş öz-yeterlilik ve kişiselleştirme algılarının müşteri güveni üzerinde
istatistiksel olarak anlamlı bir etkisinin bulunmadığı görülmüştür.
Online müşteri güveni müşteri sadakati
üzerinde istatistiksel olarak anlamlı ve pozitif etkiye sahip olup müşteri
algıları ile müşteri sadakati arasında aracı bir rol üstlendiği tespit
edilmiştir.
Kuramsal modelle bulgular ilgili literatür ile karşılaştırılarak araştırmacılar ile online
alışveriş sitelerine yönelik öneriler sunulmuştur.

Kaynakça

  • Akbar, S. & James, P. T. J. (2014). Consumers’ attitude towards online shopping: Factors influencing employees of crazy domains to shop online. Journal of Management and Marketing Research, 14(1).
  • Anderson, E. W., Fornell, C. & Lehman, D. R. (1994). Customer satisfaction, market share and profitability: Findings from Sweden. Journal of Marketing, 58(July): 53–66.
  • Barutçu, S. (2007). E-Mağazalardan alış-verişlerde e-müşteri tutumları ve e-müşteri memnuniyetini etkileyen faktörler. Selçuk Üniversitesi, İ.İ.B.F. Sosyal ve Ekonomik Araştırmalar Dergisi, 7(14): 219-238.
  • Barutçu, S. (2008). Perakendecilik sektöründe teknolojik değişim: e-perakendecilik, e-mağaza bağlılığı ve e-mağaza bağlılığını etkileyen faktörler. Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Yayınları, 13(1): 317-334.
  • Bhattacherjee, A. (2001). An empirical analysis of the antecedents of electronic commerce service continuance. Decision Support Systems, 32(2): 201–214.
  • Bollen, K. A. (1989). Structural equations with latent variables. Wiley Series in Probability and Mathematical Statistics. New York, USA.
  • Byrne, B. M. (1994). Structural equation modeling with Eqs And Eqs/Windows: Basic concepts, applications, and programming, Thousand Oaks, California: Sage, 304.
  • Chaudhuri, A. & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of Marketing, 65(2): 81-93.
  • Flavia´ n, C., Guinaliu, M. & Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information & Management, 43 (1): 1–14.
  • Chen, S. (2012). The customer satisfaction–loyalty relation in an interactive e-service setting: The mediators. Journal of Retailing and Consumer Services, 19: 202–210.
  • Chen, J.V., Yen, D. C.; Pornpriphet, W. & Widjaja, A. E. (2015). E-commerce web site loyalty: A cross cultural comparison. Information Systems Frontiers, 17: 1283–1299.
  • Chih-Chung, C. & Chang, S.-C. (2005). Discussion on the behavior intention model of consumer online shopping. Journal of Business and Management, 11: 41–57.
  • Chuang, S., Lin, F. & Chin-Chung, T. (2015). An exploration of the relationship between Internet self-efficacy and sources of Internet self-efficacy among Taiwanese university students. Computers in Human Behavior, 48: 147–155.
  • Corbitt, B.J., Thanasankita, T. & Yi, H. (2003). Trust and e-commerce: a study of consumer perceptions. Electronic Commerce Research and Applications, 2 (3): 203-215.
  • Cyr, D., Hassanein, K., Head, M. & Ivanov, A. (2007). The role of social presence in establishing loyalty in e-service environments. Interacting with Computers, 19: 43–56.
  • Çokluk, Ö., Şekercioğlu, G. & Büyüköztürk, Ş. (2010). Sosyal bilimler için çok değişkenli istatistik SPSS ve LISREL uygulamaları (Birinci Baskı). Ankara: Pegem Yayıncılık.
  • Cole, D. A. & Maxwell, S. E. (2003). Testing mediational models with longitudinal data: questions and tips in the use of structural equation modeling. Journal of Abnormal Psychology, 112(4): 558-577.
  • Demireli, C. & Dursun, F. (2013). E-Ticaret’te müşteri sadakatinin belirlenmesi üzerine bir uygulama. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, 38: 271-284.
  • Devaraj, S., Fan, M. & Kohli, R. (2002). Antecedents of B2C channel satisfaction and preference: validating e-commerce metrics. Information Systems Research, 13(3): 316-333.
  • Doolin, B., Dillon,S., Thompson,F. & Corner,J. L. (2005). Perceived risk, The internet shopping experience and online purchasing behavior: A New Zealand Perspective. Global Information Management, 13(2): 66–88.
  • Eid, M. I. (2011). Determinants of E-commerce customer satisfaction, trust, and loyalty in Saudi Arabia. Journal of Electronic Commerce Research, 12 (1): 78-93.
  • Erçetin, C. (2015). Elektronik ticarette tüketicilerin satın alma davranış ve tercihlerini etkileyen unsurlar: e-ticaret siteleri üzerine bir çalışma. Doğuş Üniversitesi Sosyal Bilimler Enstitüsü İşletme Anabilim Dalı, Yüksek Lisans Bitirme Tezi, İstanbul.
  • E-ticaretmag, (2014). “E-ticarette sadık müşteri kitlesi nasıl oluşturulur?”, http://eticaretmag.com/e-ticarette-sadik-musteri-kitlesi-nasil-olusturulur? (Erişim tarihi: 23.10.2016).
  • Fornell, C. & Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1): 39-50.
  • Garbarino, E. & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. The Journal of Marketing, 70-87.
  • Gökdağ, M. (2013). Araştırma yöntemleri, http://tumdersnotlarim.blogspot.com.tr/2013/10/arastrma-yontemleri.html, (Erişim tarihi: 13.05.2018).
  • Hou, Y. (2005). Service quality of online apparel retailers and its impact on customer satisfaction, customer trust and customer loyalty. Doktora Tezi. The University of North Carolina, USA.
  • Jöreskog, K. G., Sörbom, D. (1993). LISREL 8: Structural Equation Modeling with the SIMPLIS Command Language (Second Edition). USA: Scientific Software International Publishing, 171-188.
  • Kaya, İ. & Özen, H. (2012). Geleneksel mağazalar ile internetten alışverişte değer algısı ve satın alma niyeti: Bir karşılaştırma. İstanbul Üniversitesi İşletme Fakültesi Dergisi, :41(1): 13-30.
  • Kassım, N. M. & Abdullah, N. A. (2008). Customer loyalty in e-commerce settings: An empirical study. Electronic Markets, 18(3): 275-290.
  • Kim, D. J., Ferrin, D. L. & Rao, H. R. (2008), A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents, Decision Support Systems, 44, 544–564.
  • Kline, R. B. (1998). Software programs for structural equation modeling: Amos, Eqs, and Lisrel. Journal of Psycho Educational Assessment, 16: 302-323.
  • Lai, F., Griffin, M. ve Babin, B. J. (2009). How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of Business Research, 62 (10): 980–986.
  • Lee, J., Lee, J.-N. & Tan, B. C. Y.(2015). Antecedents of Cognitive Trust and Affective Distrust and their Mediating Roles in Building Customer Loyalty. Information Systems Frontiers, 17(1): 159-175.
  • Liao, Z. & Cheung, M. T. (2002). Internet-based e-banking and consumer attitudes: an empirical study. Information & Management, 39(4): 283-295.
  • Liu, R. R. & McClure, P. (2001). Recognizing cross-cultural differences in consumer complaint behavior and intentions: An empirical examination. Journal of Consumer Marketing, 18(1): 54–75.
  • Liu, T. H. (2012). Effect of e-service quality on customer online repurchase intentions, (Doktora Tezi), Lynn University.
  • López-Nicolás, C., Francisco J. M. & Bouwman, H. (2008). An assessment of advanced mobile services acceptance: Contributions from TAM and diffusion theory models. Information & Management, 45(6): 359-364.
  • Mathwick, C., Malhotra, N. & Rigdon, E. (2001). Experiential Value: Conceptualization, Measurement and Application in the Catalog and Internet Shopping Environment. Journal of Retailing, 77 (1): 39-56.
  • Morgan, R. M. & Hunt, S. D. (1994). The Commitment Trust Theory of Relationship Marketing. Journal of Marketing, 58(July): 20–38.
  • Norizan M. K. & Salaheldin I. (2009). Investigating the complex drivers of loyalty in e-commerce settings. Measuring Business Excellence, 13(1): 56–71.
  • Nunnally, J. C. & Bernstein, I. H. (1994). The assessment of reliability. Psychometric Theory, 3(1): 248-292.
  • Oypan, S. (2017). E-ticarette kişiselleştirme neden önemlidir ve nasıl yapılır? https://www.ideasoft.com.tr/e-ticarette-kisisellestirme/, (Erişim tarihi: 13.05.2018).
  • Özgüven, N. (2011). Tüketicilerin online alışverişe karşı tutumları ile demografik özellikleri arasındaki ilişkinin analizi.Karamanoğlu Mehmetbey Üniversitesi Sosyal ve Ekonomik Araştırmalar Dergisi, (2): 47-54.
  • Öztürk, S., Coşkun, A. & Dirsehan, T. (2012). Fırsat sitelerine yönelik e-sadakati belirleyen boyutların incelenmesi. Eskişehir Osmangazi Üniversitesi İktisadi ve İdari Bilimler Dergisi, 7(2): 217-239.
  • Parasuraman, A. & Grewal, D. (2000). The impact of technology on the quality-value- loyalty chain: a research agenda. Journal of the Academy of Marketing Science, 28: 168–174.
  • Park, C. H. & Kim, Y. G. (2003). Identifying key factors affecting consumer purchase behavior in an online shopping context. International Journal of Retail & Distribution Management, 31(1): 16-29.
  • Pavlou, P. A. (2003). Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce, 7(3): 101-134.
  • Peterson, R. (2000). A meta-analysis of iance accounted for and factor loadings in exploratory factor analysis. Marketing Letters, 11: 261–275.
  • Raykov, T. & Marcoulides, G.A. (2006). A First Course In Structural Equation Modeling, Mahwah, New Jersey: Lawrence Erlbaum Associates, 238.
  • Reisinger, Y. & Turner, L. (1999). Structural Equation Modeling With Lisrel: Application In Tourism. Tourism Management, 20: 71-84.
  • Rewatkar, S. (2012). Factors Influencing Consumer Buying Behavior: A Review (with reference to Online Shopping). International Journal of Science and Research (IJSR), 3(5): 1347-1349.
  • Rose, S., Hair, N. & Clark, M. (2011). Online Customer Experience: A Review of the Business-to-Consumer Online Purchase Context. International Journal of Management Reviews, 13: 24–39.
  • Rowley, J. (2006). An analysis of the e-service literature: Towards a research agenda. Internet Research, 16(3): 339–359.
  • Saydan, R. (2008). Tüketicilerin Online Alışverişe Yönelik Risk Ve Fayda Algılamaları: Geleneksel ve Online Tüketicilerin Karşılaştırılması. Elektronik Sosyal Bilimler Dergisi, 7(23): 386-402.
  • Sanchez-Franco, M. J. & Roldan, J. L. (2005). Web acceptance and usage model. Internet Research, 15(1): 21–48.
  • Sayılı, M. & Büyükköroğlu, A. M. (2012). E-Ticaret Yoluyla Gıda Maddeleri Satın Almaya Yönelik Tüketicilerin Tutumunu Etkileyen Faktörlerin Analizi. Tarım Bilimleri Dergisi, 18: 246-255.
  • Schiffman, L. G. & Leslie L. K. (2000). Consumer Behaviour, Seventh Ed., Prentice-Hall: New Jersey, p:153.
  • Schrage, M. (1999). The next step in customization. MC Technology Marketing Intelligence, 8 (August): 20–21.
  • Shostak, G. L. (1987). Breaking free from product marketing. Journal of Marketing, 41 (April): 73–80.
  • Sherbill, E. (2014), Ecommerce Eye Candy–Ecommerce Personalization, https://www.cleverbridge.com/corporate/e-commerce-personalization-infographic/ (Erişim tarihi: 13.05.2018).
  • Shih, H. P. (2004). An empirical study on predicting user acceptance of e-shopping on the Web. Information & Management, 41(3): 351–368.
  • Sirdeshmukh, D., Singh, J. & Sabol, B. (2002). Customer trust, value and loyalty in relational exchanges. Journal of Marketing, 66: 15–37.
  • Srinivasan, S.S., Andersona, R. & Ponnavolub, K. (2002). Customer loyalty in e-commerce: an exploration of its antecedents and consequences. Journal of Retailing, 78: 41–50.
  • Sümer, N. (2000). Yapısal Eşitlik Modelleri: Temel kavramlar ve örnek uygulamalar.
  • Tabachnick, B. G. & Fidell, L.S. (2007). Using multivariate statistics (Fifth Edition). Boston: Pearson/Allyn & Bacon,506.
  • Tabachnick, B. G., Fidell, L. S. & Osterlind, S. J. (2001). Using multivariate statistics.
  • Taylor, W. J., Zhu, G. X., Dekkers, J. & Marshall, S. (2004). Adoption of online purchasing in communities and its socioeconomic implications in regions central Queensland, Australia. Australasian Journal of Information Systems, 11(2): 80–95.
  • Teo, S. H. H. & Liu, J. (2007). Consumer trust in e-commerce in the United States, Singapore and China. Omega, 35: 22–38.
  • Timm, H. N. (2002). Applied Multivariate Analysis. Springer - Verlag New York, 720.
  • Tomer, A. (2003). A Short history of structural equation models, structural equation Modeling: Applications in ecological and evolutionary biology, B. Pugesek (Ed ), Cambridge University Press, 85-121. Türkiye İstatistik Kurumu TÜİK, (2015). Hanehalkı bilişim teknolojileri kullanım araştırması, http://www.tuik.gov.tr/PreHaberBultenleri.do?id=18660, (Erişim tarihi: 20.10.2016).
  • Udo, G. J., Bagchi, K. K. & Kirs, P. J. (2010). An assessment of customers’ e-service quality perception, satisfaction and intention. International Journal of Information Management, 30: 481–492.
  • Sorce, P., Perotti, V. ve Widrick, S. (2005). Attitude and age differences in online buying. International Journal of Retail & Distribution Management, 33(2): 122-132.
  • Wu, Ing-Long. (2013). The antecedents of customer satisfaction and its link to complaint intentions in online shopping: An integration of justice, technology, and trust. International Journal of Information Management, 33: 166–176.
Toplam 74 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Makaleler
Yazarlar

Vildan Ateş

Yayımlanma Tarihi 5 Haziran 2018
Gönderilme Tarihi 28 Kasım 2016
Yayımlandığı Sayı Yıl 2018 Cilt: 20 Sayı: 1

Kaynak Göster

APA Ateş, V. (2018). ONLİNE ALIŞVERİŞ SİTESİ KULLANICI ALGILARININ MÜŞTERİ GÜVEN VE SADAKATİNE ETKİLERİNİN İNCELENMESİ. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 20(1), 109-132. https://doi.org/10.16953/deusosbil.270132