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E-Perakende Hizmet Kalitesinin Tekrar Satin Alma Üzerindeki Etkileri/The Effects of E-Retail Service Quality on Repurchase Intention

Baskol, Melih

Business and economics research journal, 2016-10, Vol.7 (4), p.107 [Periódico revisado por pares]

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Título:
E-Perakende Hizmet Kalitesinin Tekrar Satin Alma Üzerindeki Etkileri/The Effects of E-Retail Service Quality on Repurchase Intention
Autor: Baskol, Melih
Assuntos: Customer services ; Electronic commerce ; Impact analysis ; Quality of service ; Retail stores ; Studies
É parte de: Business and economics research journal, 2016-10, Vol.7 (4), p.107
Descrição: The purpose of this study is to investigate the dimensions of e-retailing service quality and the affects of e-retailing service quality on customer's repurchase intention. Appropriate measures which are based on literature were used and tested 358 studens of Bartin University faculty of Economics and Administrative Sciences by questionnaire survey and suryey results were analysed by using Structural Equation Modelling. The results of our analysis showed that e-retailing service quality can be theorised as a composite of six dimensions of ease of use, reliability, customer service, order condition, order accuracy, timeliness of order delivery. The results also showed that ease of use, customer service and order condition have strong affects on e-retailing service quality. Second section of the study confirmed that e-retailing service quality has positive and strong affect on customer repurchase intention.
Editor: Bursa: Adem Anbar
Idioma: Turco

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