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AN EXAMINATION OF DIFFERENCES ON SATISFACTION AND PERCEPTIONS OF E-CUSTOMERS ACCORDING TO DEMOGRAPHIC CHARACTERISTICS: GAZIANTEP PROVINCE CASE

Yıl 2018, Cilt: 6 Sayı: 3, 127 - 151, 26.12.2018
https://doi.org/10.22139/jobs.432645

Öz

This
study aimed to determine whether the demographic variables such as gender, age
group, and university choice of e-customers create differences in customer
perceptions (security and customer relations) and satisfaction towards online
shopping, and how security and customer perceptions predict e-customer
satisfaction. The study was carried out with undergraduate students studying at
both state and private universities, and it was claimed that the effect of
demographic characteristics (gender, age, and school choice) of e-customers are
important and have a difference in security, customer relations and
satisfaction.

The research
questions of this study are as follows:

• Does
the gender and age group make a difference in customer perceptions (security
and customer relations) and customer satisfaction with online shopping?

• Does
the university choice have an impact on security, customer relations
perceptions and satisfaction with online shopping?

• How
much do e-customer perceptions (security and customer relationships) predict
e-customer satisfaction? What are the explanatory power and the order of importance
of each perception dimension in predicting e-customer satisfaction?

The sample
consisted of 560 students studying at three universities in Gaziantep in the
2016-2017 academic year. The survey data were collected using “Online Shopping
Customer Perceptions and Customer Satisfaction” scale (OSCP-CSS) developed by Ates
(2017). One and two-way MANOVA and stepwise regression analyses were conducted
using the SPSS 22.0 package program.

The
effect of e-customers' gender and university choice on security perception did
not have a statistically significant effect on customer relationship perception
and customer satisfaction scores. However, according to age groups, the safety
perception of the 15-20 group was significantly lower than the 21-26 group.
Also, in the group of 15-20 and 21-25, the perception of security for female
customers was higher than that of male ones, while the perception of security
and customer satisfaction of females aged 25 years and older are lower than
males in this group. As a result of the stepwise regression analysis, it was
seen that around 39% of the total variance in e-customer satisfaction was
explained by the security perception and customer relations (R = 0.622, R
2
= 0.386, p <.001). In the first step of the stepwise regression
analysis, the variable of the regression coefficient (Beta) is 0.595 for the
relationship between the perception of the customer relationship and customer
satisfaction. It was seen that the perception of the customer relationship
explains 35% of e-customer satisfaction (R2 = 0.354). In the second
step of the stepwise regression analysis, security perception was added to the model.
As a result, it was found that 39% of the total variance in e-customer
satisfaction was related to the perception of security and customer relations
(R = 0.622, R2 = 0.386). When the other variables remained constant,
the Beta coefficients of the perceptions of customer relationship and security were
found 0.252 and 0.113, respectively. The t values for both Beta coefficients are
10,322 and 5,540, respectively (p <.001). When the regression coefficients,
R2 and t values of the customer relations and security perception
variables were examined, it was seen that e-customer satisfaction was
significantly predicted firstly by customer relations and secondly by security
perception.

15-20 age group customers had significantly lower
safety perceptions than the 21-26 age group. A possible explanation for this
may be the fact that e-customers who have more internet experience have better
control of technology and find online shopping safer. Another reason could be
that as experience with the Internet increases, users become better at
preventing problems. In turn, this may lead to an increase in trust (Santana
and Loureiro, 2010; Ozhan and Altug, 2015).

Also, in the 15-20 and 21-25 age groups, while female
customer satisfaction was higher than male customers, the perception of
security and customer satisfaction of females aged 25 and over were lower than
males. This can be attributed to the low level of customer satisfaction in the
previous studies (Kim et al., 2008; Chiu et al., 2009; Godwin et al., 2010;
Chen, 2012). Female customers in this age group can be considered to have more
online shopping experience and negative security experiences than other groups.
Customers start shopping online with high-security perception, but as a result
of negative experiences, security perceptions decrease. Online shopping sites
should also be careful about this and take the necessary precautions in a way
that does not reduce the security perception.

According to the findings of the study, the
perceptions of security and customer relations were found to be the significant
predictors of e-customer satisfaction. These two variables together predicted
39% of e-customer satisfaction. It was observed that the perception of customer
relationship increased e-customer satisfaction more than security perception. It
was seen that customer relation is a determining factor in customer
satisfaction (Ates, 2017). On the other hand, the perception of security is
second to the perception of customer relations and this is one of the
remarkable findings of the study. In today's online shopping sites, security is
not only considered as strategic feature, but it is a fundamental requirement
for customers, and this notion supports our finding (Godwin et al., 2010). It has
also been emphasized that security perception plays a decisive role in customer
satisfaction, the main reason why many potential customers do not shop from
online shopping sites is the lack of security perception (Kim et al., 2008;
Chiu et al., 2009; Eid, 2011; Chen, 2012). Security is an important issue that
should be considered and taken care of for customers of online shopping sites,
and the necessary security requirements (authentication, integrity, secure
encryption method, payment security) should be provided by online shopping
sites.

This study offers some suggestions for online shopping
sites. Online shopping sites are very important for customer satisfaction
studies. These enterprises should give importance to customer relations and
security perceptions and work towards increasing these two perceptions to
increase their customers’ satisfaction. Satisfied customers, in turn, can also
increase their income.























In the future, detailed studies can confirm our
finding that women aged 25 and over have more online shopping experience and
negative security experiences than other groups. Also, future studies may
include undergraduate and graduate students or university staff from other
universities operating Turkey in their sample.

Kaynakça

  • Akbar, S. ve 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), 1-11
  • Ateş, V. (2017). Online Alışveriş Sitesi Kaynaklı Müşteri Algılarının Müşteri Memnuniyetine Etkilerinin İncelenmesi. Gaziantep Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 16(2).
  • Bal, V. (2014). Online Satış Girişimcilerinin Karşılaştıkları Müşteri Şikâyetlerinin Analizi. AİBÜ Sosyal Bilimler Enstitüsü Dergisi, 14(1), 59-74.
  • 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.
  • Bennington, L. ve Cummane, J. (1998). Measuring Service Quality: A Hybrid Methodology. Total Quality Management, 9(6), 395-405.
  • Bourlakis, M., Papagiannidis, S., ve Fox, H. (2008). E-consumer Behaviour: Past, Present and Future Trajectories of an Evolving Retail Revolution. International Journal of E-Business Research, 4(3), 61-76.
  • Butler, P. ve Peppard, J. (1998). Consumer Purchasing on the Internet: Processes and Prospects. European Management Journal, 16(5), 600-610.
  • Büyüköztürk, Ş. (2017). Sosyal Bilimler için Veri Analizi El Kitabı İstatistik, Araştırma Deseni SPSS Uygulamaları ve Yorum, (23. Baskı). Ankara: Pegem Akademi Yayıncılık, 52.
  • Büyüköztürk, Ş., Çakmak, E.K., Akgün, Ö.E., Karadeniz, Ş., ve Demirel, F. (2017). Bilimsel Araştırma Yöntemleri. Pegem Atıf İndeksi, 14-86.
  • 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.
  • Chiu, C.M., Chang, C.C., Cheng, H.L., ve Fang, Y.H. (2009). Determinants Of Customer Repurchase Intention In Online Shopping. Online Information Review, 33(4), 761-784.
  • Chiu, C. M., Hsu, M.H., ve Chan, C.M. (2012). Re-examining the Influence of Trust on Online Repeat Purchase Intention: The Moderating Role of Habit and its Antecedents. Decision Support Systems, 53(4), 835-845.
  • Civan, M. ve Bal, V. (2002). E-Ticaret ve KOBİ’lerin Geleceği. I. Ulusal Bilgi Konferansı, Kocaeli Üniversitesi İİBF İktisat ve İşletme Bölümü.
  • Comegys, C., Hannula, M., ve Väisänen, J. (2006). Longitudinal comparison of Finnish and US online shopping behaviour amoung university students: The five-stage buying decision process. Journal of Targeting, Measurement and Analysis for Marketing, 14(4), 336-356.
  • Corbitt, B.J., Thanasankita, J., ve Yi, H. (2003). Trust And E-Commerce: A Study Of Consumer Perceptions. Electronic Commerce Research and Applications, 2(3), 203-215.
  • Dillon, T.W. ve Harry, L.P. (2004). Factors Influencing Consumers’ E-Commerce Commodity Purchases. Information Technology Learning and Performance Journal, 22(2), 1-12.
  • 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.
  • Erbaşlar, G. ve Dokur, Ş. (2008). Elektronik Ticaret E-ticaret. Nobel Yayın, Ankara, 14.
  • Erçetin, C. (2015). Elektronik Ticarette Tüketicilerin Satın Alma Davranış Ve Tercihlerini Etkileyen Unsurlar: E-Ticaret Siteleri Üzerine Bir Çalışma. Yüksek Lisans Tezi, T.C. Doğuş Üniversitesi, Sosyal Bilimler Enstitüsü.
  • Erk, Ç. (2009). Müşteri İçin Değer Yaratma, Müşteri Sadakati Oluşum Süreci ve Şirket Performansına Etkileri Üzerine Araştırma, Yüksek Lisans Tezi, Trakya Üniversitesi, Sosyal Bilimler Enstitüsü.
  • Godwin, J.U., Kallol K.B., ve Peeter, J.K. (2010). An Assessment Of Customers E-Service Quality Perception, Satisfaction And Intention. International Journal of Information Management, 481–492.
  • Goldsmith, R.E. ve Flynn, L.P. (2004). Psychological And Behavioral Drivers Of Online Clothing Purchase. Journal of Fashion Marketing and Management, 8 (1): 84-95.
  • Ha, S. ve Stoel, L. (2009). Consumer E-Shopping Acceptance: Antecedents In A Technology Acceptance Model. Journal of Business Research, 62(5), 565-571.
  • Hou, Y. (2005). Service Quality of Online Apparel Retailers and Its Impact on Customer Satisfaction, Customer Trust and Customer Loyalty. Doktora Tezi, University of North Carolina.
  • İyiler, Z. (2009). Elektronik Ticaret ve Pazarlama. İGEME (İhracatı Geliştirme Etüd Merkezi). Başbakanlık Dış Ticaret Müsteşarlığı, Ankara, 3.
  • Jaiswal, A.K., Niraj, R. ve Venugopal, P. (2010). Context-general and context-specific Determinants of Online Satisfaction and Loyalty for Commerce and Content Sites. Journal of Interactive Marketing, 24(3), 222-238.
  • Kim, D. J., Ferrin, D.L. ve Rao, H.R. (2008). A Trust-Based Consumer Decision-Making Model İn Electronic Commerce: The Role Of Trust, Perceived Risk, And Their Antecedents. Decision Support Systems, 44, 544–564.
  • Kuo, Y.F. ve Wu, C.M. (2012). Satisfaction and Post-purchase Intentions with Service Recovery of Online Shopping Websites: Perspectives on Perceived Justice and Emotions. International Journal of Information Management, 32(2), 127-138.
  • Köse, A. K. ve Akkaya, M. (2016). Beklenti ve Güven Anketlerinin Finansal Piyasalara Etkisi: BIST 100 Üzerine Bir Uygulama. Bankacılar Dergisi, 99.
  • Ladhari, R. ve Leclerc, A. (2013). Building Loyalty with Online Financial Services Customers: is There a Gender Difference? Journal of Retailing and Consumer Services, 20(6), 560-569.
  • Liesivesi, H. (2011). How to Make Happier Customers with Quality E-service? Yüksek Lisans Tezi, Finlandiya Üniversitesi, Sosyal Güvenlik Enstitüsü.
  • McKnight, D. H. ve Chervany, N.L. (2001). What Trust Means in E-commerce Customer Relationships: An Interdisciplinary Conceptual Typology. International Journal of Electronic Commerce, 6(2), 35-59.Poleretzky, Z., Cohn, R., ve Gimnicher, S.M. The call center ve e-commerce convergence. Call Center Solutions, 76.
  • Özhan, Ş. ve Altuğ, N. (2015). Tüketicilerin Demografik Özelliklerinin Online Alışveriş Davranışları Üzerine Etkileri. Ege Akademik Bakış, 15(4) 481-493.
  • Saprikis, V., Chouliara, A., ve Vlachopoulou, M. (2010). Perceptions towards Online Shopping: Analyzing the Greek University Students’ Attitude. IBIMA Publishing, (Article ID 854516), 13.
  • Santana, S. ve Loureiro, S. (2010). Assessing Benefits And Risks Of Online Shopping In Spain And Scotland. Portuguese Journal of Management Studies, XV(2), 161-172.
  • Shin, J. I., Chung, K.H., Oh, J.S., ve Lee, C.W. (2013). The Effect of Site Quality on Repurchase Intention in Internet Shopping Through Mediating Variables: The case of University Students in SouthKorea. International Journal of Information Management, 33(3), 453-463.
  • Srinivasan, S.S., Anderson, R., ve Ponnavolu, K. (2002). Customer Loyalty In E-Commerce: An Exploration Of Its Antecedents And Consequences. Journal of Retailing, 78(1), 41-50.
  • Tariq, A.N. ve B. Eddaoudi, B. (2009). Assessing The Effect Of Trust And Security Factors On Consumers’ Willingness For Online Shopping Among The U
  • Taylor, W.J., Zhu, G.X., Dekkers, J., ve Marshall, S. (2004). Adoption of online purchasing in communities and its socioeconomic implications in regions central Queensland, Australia. Australian Journal of Information Systems, 11(2), 80–95.
  • The World Bank (2015). https://data.worldbank.org/data-catalog/GDP-ranking-table (12.02.2018).
  • Wu, L. (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(1), 166-176.
  • Xiong, G., Hou, J., Dong, X., ve Nyberg, R. (2012). A New B2B Platform based on Cloud Computing, IEEE, Boston, 96.
  • Yılmaz, V., Arı, V., ve Doğan, R. (2016). Online Alışverişte Müşteri Şikâyet Niyetleri ve Davranışlarının Yapısal Eşitlik Modeli ile İncelenmesi. Journal of Yasar University, 11(42), 102-112.

E-MÜŞTERİLERİN DEMOGRAFİK ÖZELLİKLERİNE GÖRE ALGI VE MEMNUNİYETLERİNDEKİ FARKLILIKLARIN İNCELENMESİ: GAZİANTEP İLİ ÖRNEĞİ

Yıl 2018, Cilt: 6 Sayı: 3, 127 - 151, 26.12.2018
https://doi.org/10.22139/jobs.432645

Öz

Amaç: Bu çalışmanın amacı, e-müşterilerin
cinsiyetinin, yaş grubunun, okul türünün online alışverişe yönelik müşteri
algılarında (güvenlik ve müşteri ilişkileri) ve müşteri memnuniyetlerinde
farklılık yaratıp yaratmadığı ortaya çıkarmak ve güvenlik ile müşteri
ilişkileri algılarının e-müşteri memnuniyetinin ne kadarını yordadığını
belirlemektir.

Yöntem: Çalışma grubu Gaziantep ilindeki üç
üniversitede 2016-2017 öğretim yılı güz döneminde öğrenim gören 560 öğrenciden
oluşmaktadır. Veriler 21 maddeden oluşan Online Alışveriş Müşteri Algıları ve
Müşteri Memnuniyeti Ölçeği (OAMA-MMÖ) ölçeği ile toplanmış ve verilerin
analizleri için tek ve çift yönlü MANOVA ve adımsal regresyon analizleri sosyal
bilimler için istatistik programı olan SPSS 22.0 paket programı ile
yapılmıştır.

Bulgular: E-müşterilerin cinsiyetlerinin ve okul
türünün güvenlik algısının, müşteri ilişkileri algısı ve müşteri memnuniyeti
puanlarına etkisi istatistiksel olarak anlamlı bulunmamıştır. Fakat yaş
gruplarına göre 15-20 yaş grubundaki müşterilerin güvenlik algısı 21-26 yaş
grubundaki müşterilere göre istatistiksel olarak anlamlı bir şekilde daha
düşüktür. Buna ilaveten 15-20 ve 21-25 yaş gruplarında kadınların güvenlik
algıları ile müşteri memnuniyetleri erkeklerden yüksek iken 25 yaş ve üzeri
kadın müşterilerin güvenlik algısı ve müşteri memnuniyet puan ortalamaları bu
gruptaki erkeklerden daha düşük olduğu görülmüştür. Güvenlik, müşteri
ilişkileri algıları ile e-müşteri memnuniyeti arasında da anlamlı ilişkiler
saptanmıştır







Sonuç: Bulgular, ilgili literatür ile
karşılaştırılarak araştırmacılar ile online alışveriş siteleri yöneticilerine
öneriler sunulmuştur.

Kaynakça

  • Akbar, S. ve 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), 1-11
  • Ateş, V. (2017). Online Alışveriş Sitesi Kaynaklı Müşteri Algılarının Müşteri Memnuniyetine Etkilerinin İncelenmesi. Gaziantep Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 16(2).
  • Bal, V. (2014). Online Satış Girişimcilerinin Karşılaştıkları Müşteri Şikâyetlerinin Analizi. AİBÜ Sosyal Bilimler Enstitüsü Dergisi, 14(1), 59-74.
  • 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.
  • Bennington, L. ve Cummane, J. (1998). Measuring Service Quality: A Hybrid Methodology. Total Quality Management, 9(6), 395-405.
  • Bourlakis, M., Papagiannidis, S., ve Fox, H. (2008). E-consumer Behaviour: Past, Present and Future Trajectories of an Evolving Retail Revolution. International Journal of E-Business Research, 4(3), 61-76.
  • Butler, P. ve Peppard, J. (1998). Consumer Purchasing on the Internet: Processes and Prospects. European Management Journal, 16(5), 600-610.
  • Büyüköztürk, Ş. (2017). Sosyal Bilimler için Veri Analizi El Kitabı İstatistik, Araştırma Deseni SPSS Uygulamaları ve Yorum, (23. Baskı). Ankara: Pegem Akademi Yayıncılık, 52.
  • Büyüköztürk, Ş., Çakmak, E.K., Akgün, Ö.E., Karadeniz, Ş., ve Demirel, F. (2017). Bilimsel Araştırma Yöntemleri. Pegem Atıf İndeksi, 14-86.
  • 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.
  • Chiu, C.M., Chang, C.C., Cheng, H.L., ve Fang, Y.H. (2009). Determinants Of Customer Repurchase Intention In Online Shopping. Online Information Review, 33(4), 761-784.
  • Chiu, C. M., Hsu, M.H., ve Chan, C.M. (2012). Re-examining the Influence of Trust on Online Repeat Purchase Intention: The Moderating Role of Habit and its Antecedents. Decision Support Systems, 53(4), 835-845.
  • Civan, M. ve Bal, V. (2002). E-Ticaret ve KOBİ’lerin Geleceği. I. Ulusal Bilgi Konferansı, Kocaeli Üniversitesi İİBF İktisat ve İşletme Bölümü.
  • Comegys, C., Hannula, M., ve Väisänen, J. (2006). Longitudinal comparison of Finnish and US online shopping behaviour amoung university students: The five-stage buying decision process. Journal of Targeting, Measurement and Analysis for Marketing, 14(4), 336-356.
  • Corbitt, B.J., Thanasankita, J., ve Yi, H. (2003). Trust And E-Commerce: A Study Of Consumer Perceptions. Electronic Commerce Research and Applications, 2(3), 203-215.
  • Dillon, T.W. ve Harry, L.P. (2004). Factors Influencing Consumers’ E-Commerce Commodity Purchases. Information Technology Learning and Performance Journal, 22(2), 1-12.
  • 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.
  • Erbaşlar, G. ve Dokur, Ş. (2008). Elektronik Ticaret E-ticaret. Nobel Yayın, Ankara, 14.
  • Erçetin, C. (2015). Elektronik Ticarette Tüketicilerin Satın Alma Davranış Ve Tercihlerini Etkileyen Unsurlar: E-Ticaret Siteleri Üzerine Bir Çalışma. Yüksek Lisans Tezi, T.C. Doğuş Üniversitesi, Sosyal Bilimler Enstitüsü.
  • Erk, Ç. (2009). Müşteri İçin Değer Yaratma, Müşteri Sadakati Oluşum Süreci ve Şirket Performansına Etkileri Üzerine Araştırma, Yüksek Lisans Tezi, Trakya Üniversitesi, Sosyal Bilimler Enstitüsü.
  • Godwin, J.U., Kallol K.B., ve Peeter, J.K. (2010). An Assessment Of Customers E-Service Quality Perception, Satisfaction And Intention. International Journal of Information Management, 481–492.
  • Goldsmith, R.E. ve Flynn, L.P. (2004). Psychological And Behavioral Drivers Of Online Clothing Purchase. Journal of Fashion Marketing and Management, 8 (1): 84-95.
  • Ha, S. ve Stoel, L. (2009). Consumer E-Shopping Acceptance: Antecedents In A Technology Acceptance Model. Journal of Business Research, 62(5), 565-571.
  • Hou, Y. (2005). Service Quality of Online Apparel Retailers and Its Impact on Customer Satisfaction, Customer Trust and Customer Loyalty. Doktora Tezi, University of North Carolina.
  • İyiler, Z. (2009). Elektronik Ticaret ve Pazarlama. İGEME (İhracatı Geliştirme Etüd Merkezi). Başbakanlık Dış Ticaret Müsteşarlığı, Ankara, 3.
  • Jaiswal, A.K., Niraj, R. ve Venugopal, P. (2010). Context-general and context-specific Determinants of Online Satisfaction and Loyalty for Commerce and Content Sites. Journal of Interactive Marketing, 24(3), 222-238.
  • Kim, D. J., Ferrin, D.L. ve Rao, H.R. (2008). A Trust-Based Consumer Decision-Making Model İn Electronic Commerce: The Role Of Trust, Perceived Risk, And Their Antecedents. Decision Support Systems, 44, 544–564.
  • Kuo, Y.F. ve Wu, C.M. (2012). Satisfaction and Post-purchase Intentions with Service Recovery of Online Shopping Websites: Perspectives on Perceived Justice and Emotions. International Journal of Information Management, 32(2), 127-138.
  • Köse, A. K. ve Akkaya, M. (2016). Beklenti ve Güven Anketlerinin Finansal Piyasalara Etkisi: BIST 100 Üzerine Bir Uygulama. Bankacılar Dergisi, 99.
  • Ladhari, R. ve Leclerc, A. (2013). Building Loyalty with Online Financial Services Customers: is There a Gender Difference? Journal of Retailing and Consumer Services, 20(6), 560-569.
  • Liesivesi, H. (2011). How to Make Happier Customers with Quality E-service? Yüksek Lisans Tezi, Finlandiya Üniversitesi, Sosyal Güvenlik Enstitüsü.
  • McKnight, D. H. ve Chervany, N.L. (2001). What Trust Means in E-commerce Customer Relationships: An Interdisciplinary Conceptual Typology. International Journal of Electronic Commerce, 6(2), 35-59.Poleretzky, Z., Cohn, R., ve Gimnicher, S.M. The call center ve e-commerce convergence. Call Center Solutions, 76.
  • Özhan, Ş. ve Altuğ, N. (2015). Tüketicilerin Demografik Özelliklerinin Online Alışveriş Davranışları Üzerine Etkileri. Ege Akademik Bakış, 15(4) 481-493.
  • Saprikis, V., Chouliara, A., ve Vlachopoulou, M. (2010). Perceptions towards Online Shopping: Analyzing the Greek University Students’ Attitude. IBIMA Publishing, (Article ID 854516), 13.
  • Santana, S. ve Loureiro, S. (2010). Assessing Benefits And Risks Of Online Shopping In Spain And Scotland. Portuguese Journal of Management Studies, XV(2), 161-172.
  • Shin, J. I., Chung, K.H., Oh, J.S., ve Lee, C.W. (2013). The Effect of Site Quality on Repurchase Intention in Internet Shopping Through Mediating Variables: The case of University Students in SouthKorea. International Journal of Information Management, 33(3), 453-463.
  • Srinivasan, S.S., Anderson, R., ve Ponnavolu, K. (2002). Customer Loyalty In E-Commerce: An Exploration Of Its Antecedents And Consequences. Journal of Retailing, 78(1), 41-50.
  • Tariq, A.N. ve B. Eddaoudi, B. (2009). Assessing The Effect Of Trust And Security Factors On Consumers’ Willingness For Online Shopping Among The U
  • Taylor, W.J., Zhu, G.X., Dekkers, J., ve Marshall, S. (2004). Adoption of online purchasing in communities and its socioeconomic implications in regions central Queensland, Australia. Australian Journal of Information Systems, 11(2), 80–95.
  • The World Bank (2015). https://data.worldbank.org/data-catalog/GDP-ranking-table (12.02.2018).
  • Wu, L. (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(1), 166-176.
  • Xiong, G., Hou, J., Dong, X., ve Nyberg, R. (2012). A New B2B Platform based on Cloud Computing, IEEE, Boston, 96.
  • Yılmaz, V., Arı, V., ve Doğan, R. (2016). Online Alışverişte Müşteri Şikâyet Niyetleri ve Davranışlarının Yapısal Eşitlik Modeli ile İncelenmesi. Journal of Yasar University, 11(42), 102-112.
Toplam 43 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular İşletme
Bölüm Özgün Makaleler
Yazarlar

Vildan Ateş 0000-0002-8855-8556

Zafer Kılıç 0000-0003-2700-6624

Yayımlanma Tarihi 26 Aralık 2018
Gönderilme Tarihi 10 Haziran 2018
Kabul Tarihi 22 Aralık 2018
Yayımlandığı Sayı Yıl 2018 Cilt: 6 Sayı: 3

Kaynak Göster

APA Ateş, V., & Kılıç, Z. (2018). E-MÜŞTERİLERİN DEMOGRAFİK ÖZELLİKLERİNE GÖRE ALGI VE MEMNUNİYETLERİNDEKİ FARKLILIKLARIN İNCELENMESİ: GAZİANTEP İLİ ÖRNEĞİ. İşletme Bilimi Dergisi, 6(3), 127-151. https://doi.org/10.22139/jobs.432645