Cilt 9 Sayı 3 (2021): Business & Management Studies: An International Journal
Makaleler

E-hizmet kalitesi ve satış sonrası e-hizmet kalitesinin e-tatmine etkisi

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  • Kamil Çelik
Kamil Çelik
Dr. Öğr. Üyesi, Bartın Üniversitesi

Yayınlanmış 24.09.2021

Anahtar Kelimeler

  • E-ticaret, E-hizmet kalitesi, Satış sonrası e-hizmet kalitesi, E-tatmin, E-S-QUAL, E-RecS-QUAL
  • E-commerce, E-service quality, After-sales e-service quality, E-satisfaction, E-S-QUAL, E-RecS-QUAL

Nasıl Atıf Yapılır

E-hizmet kalitesi ve satış sonrası e-hizmet kalitesinin e-tatmine etkisi. (2021). Business & Management Studies: An International Journal, 9(3), 1137-1155. https://doi.org/10.15295/bmij.v9i3.1898

Telif Hakkı (c) 2021 Kamil Çelik

Creative Commons License

Bu çalışma Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License ile lisanslanmıştır.

Nasıl Atıf Yapılır

E-hizmet kalitesi ve satış sonrası e-hizmet kalitesinin e-tatmine etkisi. (2021). Business & Management Studies: An International Journal, 9(3), 1137-1155. https://doi.org/10.15295/bmij.v9i3.1898

Öz

Bu çalışmanın temel amacı, e-ticaret sitelerinin e-hizmet kalitesi ve satış sonrası e-hizmet boyutlarının müşterilerin e-tatmine etkilerini araştırmaktır. E-ticaret sitesine örnek teşkil etmesi amacıyla Türkiye’de faaliyet gösteren hepsiburada.com e-ticaret sitesi seçilmiştir. Veriler anket yöntemiyle toplanmış ve rastgele örnekleme yöntemiyle ulaşılan 417 hepsiburada.com müşterisi araştırmaya dahil edilmiştir. E-hizmet kalitesi ve satış sonrası e-hizmet kalitesi kavramlarını ölçmek için E-S-QUAL ve E-RecS-QUAL ölçekleri kullanılmıştır. Elde edilen veriler doğrulayıcı faktör analizi ve yapısal eşitlik modeli ile analiz edilmiştir. Analiz sonucunda sistem uygunluğu, yerine getirme, cevap verebilirlik ve telafi etmenin e-tatmin üzerinde anlamlı ve pozitif etkisinin olduğu, verimlilik, gizlilik ve iletişimin e-tatmin üzerinde anlamlı ve pozitif bir etkisinin olmadığı tespit edilmiştir. Elde edilen sonuçlar yorumlanarak, önerilerde bulunulmuştur.

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