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Müşteri ile Bağ Kurma Çerçevesinde Web Sitesi Hizmet Belirleyicilerinin Değerlendirilmesi

Yıl 2024, Cilt: 19 Sayı: 74, 201 - 220

Emel Sarıtaş

https://doi.org/10.19168/jyasar.1384010

Öz

Günümüzün tek tıkla alışveriş imkanı sağlayan web siteleri markaların internet ortamındaki vitrinleri olarak değerlendirilmekte, kurumsal kimliğini oluşturmaya çalışan işletmeler için iyi tasarlanmış web siteleri güçlü ve güvenilir görünmenin önemli öğelerinden biri olarak kabul edilmektedir. İşletmelerin İnternet ortamındaki görünen yüzü, etkili bir tanıtım aracı ve müşteri ile buluşma mecraları olarak değerlendirilen web sitelerinin sahip oldukları özellikleri değerlendirerek, tüketici davranışlarını hangi açılardan desteklediğini analiz etmek önem arzetmektedir. Fiziksel mağazalarda olduğu gibi web siteleri de sahip oldukları özellikleri ile ziyaretçilerini uzun süreli web sitesinde kalmaya ikna etmeye ve tüketici ile bağ bileşenlerinden olan bilişsel, duygusal ve davranışsal tutumu oluşturmayı hedeflemektedir. Tüketicilerin bilişsel, duygusal ve davranışsal açıdan bağ kurmayı web sitelerinin sahip oldukları özelliklerin katkı sağlayıp sağlamadığı bu araştırmanın konusudur. Bu kapsamda özel alışveriş sitelerinin web sitelerini değerlendirilmek üzere anket çalışması yapılmıştır. Elde edilen veriler SPSS veri analiz programı ile analiz edilmiştir. Özel alışveriş sitelerindeki kişiselleştirme ve teşvik unsurlarının bağ kurma bileşenleri olan bilişsel, duygusal ve davranışsal bileşenlerinin tümünde olumlu etkiye sahip olduğu görülmektedir.

Anahtar Kelimeler

Web sitesi, Çevrim içi Alışveriş Bağ Kurma

Etik Beyan

Pamukkale Üniversitesi Sosyal ve Beşeri Bilimler Bilimsel Araştırma ve Yayın Etiği Kurulundan onay alınmıştır. Dosya eklenmiştir.

Kaynakça

  • Appelbaum, A. (2001). The Constant Customer, Gallup. http://gmj.gallup.com/content/ 745/constant-customer.aspx.
  • Arapakis, I., Barreda-Angeles, M., ve Pereda-Banos, A. (2017). Interest as a Proxy of Engagement in News Reading: Spectral and Entropy Analyses of EEG Activity Patterns. IEEE Transactions on Affective Computing.
  • Asiegbu, I. F., Powei, D. M., ve Iruka, C. H. (2012). ‘‘Consumer Attitude: Some Reflections on its Concept, Trilogy, Relationship with Consumer Behavior, and Marketing Implications’’, European Journal of Business and Management, 4(13), 38-50.
  • Barry, T. E. ve Howard, D. J. (1990). ‘‘A Review and Critique of the Hierarchy of Effects in Advertising’’ International Journal of Advertising, 9(2), 98-111.
  • Beneke, J. Acton, A. Richardson, D. ve White, F. (2011). ‘‘E-Service Quality: An Investigation of its Key Dimensions and the Discriminatory Power in The Residential Property Sector’’ Acta Commercii 2011, 75- 88.
  • Berka, C., Levendowski, D. J., Lumicao, M. N., Yau, A., Davis, G., Zivkovic. ve Craven, P. L. (2007). ‘‘EEG Correlates of Task Engagement and Mental Workload in Vigilance, Learning, and Memory Tasks’’ Aviation, Space, and Environmental Medicine, 78(5): B231–B244.
  • Bitner, Mary J., Stephen W. Brown ve Matthew L. Meuter (2000). ‘‘Technology Infusion in Service Encounters’’ Journal of the Academy of Marketing Science, 28 (1), 138–49.
  • Burns, C. G. ve Fairclough, S. H. (2015). ‘‘Use of Auditory Event-related Potentials to Measure Immersion During a Computer Game’’ International Journal of Human-Computer Studies, 73, 107–114.
  • Brodie RJ, Hollebeek L, Juric B. ve Ilic A. (2011). ‘‘Customer Engagement: Conceptual Domain, Fundamental Propositions and İmplications for Research’’ Journal of Service Research 2011;14(3):1–20
  • Brodie, R. J., Ilic, A., Juric, B., ve Hollebeek, L. (2013). ‘‘Customer Engagement in a Virtual Brand Community: An Exploratory Analysis’’ Journal of Business Research, 66(1), 105–144
  • Bowden, J. L. (2009). ‘‘The Process of Customer Engagement: A Conceptual Framework. Journal of Marketing Theory and Practice, 17(1), 63–74. https://doi.org/10.2753/MTP1069-6679170105
  • Cho, N. ve Park, S. (2001). “Development of Electronic Commerce User – Consumer Satisfaction Index (ECUSI) for Internet Shopping”, Industrial Management and Data Systems, Vol. 101 No. 8, pp. 400-5.
  • Cristobal, E., Flavián, C. ve Guinalíu, M. (2007). “Perceived e-Service Quality (PeSQ): Measurement Validation and Effects on Consumer Satisfaction and Web Site Loyalty”. Managing Service Quality, 17(3): 317–340.
  • Cyr, D. (2008). ‘‘Modeling Web Site Design Across Cultures: Relationships to Trust, Satisfaction, and E-loyalty’’ Journal of Management Information Systems, Vol. 24, No. 4: pp. 47-72.
  • Dabholkar, P. A. (1996). ‘‘Consumer Evaluations of New Technology-Based Self-service Options: An Investigation of Alternative Models of Service Quality’’ International Journal of Research in Marketing, Volume 13, Issue 1, 1996, 29-51.
  • Dessart, L., Veloutsou, C. ve Morgan-Thomas, A. (2016). ‘‘Capturing Consumer Engagement: Duality, Dimensionality and Measurement’’, Journal of Marketing Management, 32(5–6), 399– 426.
  • Elliot S., Li G. ve Choi C. (2013). ‘‘Understanding Service Quality in a Virtual Travel Comunity Environment’’ Journal of Business Research, 66 (2013) 1153-1160.
  • Fassnacht, M. ve Koese, I. (2006). ‘‘Quality of Electronic Services: Conceptualizing and Testing a Hierarchical Model’’ Journal of Service Research 9 (1), 19–37.
  • Haşıloğlu, S. B. (2022). Pazarlama Araştırması ve Analitiği. Ankara: Nobel Akademik Yayıncılık.
  • Hawkins, K. ve Prakash, V. (2013). ‘‘Attitudinal Loyalty, Behavioural Loyalty and Social Media: An Introspection’’ The Marketing Review, 13(2), 125–141. https://doi.org/10.1362/ 146934713X13699019904605.
  • Ho, C. ve Lee, Y. (2007). ‘‘The Development of an E-Travel Service Quality Scale’’ Tourism Management, Volume 28, Issue 6, December 2007, 1434-1449.
  • Hollebeek, L. (2011). ‘‘Exploring Customer Brand Engagement: Definition and Themes’’ Journal of Strategic Marketing, 19(7), 555–573.
  • Kalkan P. (2021). ‘‘Pandemi Ekonomisinin İnternet Alışverişine Etkilerinin Analizi’’ Sosyal, Beşeri ve İdari Bilimler Dergisi, 4(8): 740-758.
  • Kim, S., Shaw, T. ve Schneider, H. (2003). ‘‘Web Site Design Benchmarking Within Industry Groups’’ Internet Research, 13(1), 17-26.
  • Kim, A. J. ve Ko, E. (2010). ‘‘Impacts of Luxury Fashion Brand’s Social Media Marketing on Customer Relationship and Purchase Intention’’ Journal of Global Fashion Marketing, 1(3), 164–171. https://doi.org/10.1080/20932685.2010.10593068.
  • Kim, J. H. ve Kim, C. (2010). “E-service Quality Perceptions: a Cross-Cultural Comprasion Of American and Korean Consumers” Journal of Research in Interactive Marketing, 4(3): 257–275.
  • Leamer, E. E. ve Storper, M. (2014). ‘‘The Economic Geography of the Internet Age. In J. Cantwell (Ed.), Location of International Business Activities (pp. 63–93). London, UK: Palgrave Macmillan.
  • Lee, G. ve Lin, H. (2005). ‘‘Customer Perceptions of E‐Service Quality in Online Hopping’’ International Journal of Retail & Distribution Management, Vol. 33 No. 2, pp. 161-176. https://doi.org/10.1108/09590550510581485.
  • Lee, F. ve Wu, W. (2011). ‘‘Moderating Effects of Technology Acceptence Perspective on E-service Quality Formation: Evidence from Airline Websites in Taiwan’’ Expert System with Applcations 38(2011) 7766-7773.
  • Lee, J., Cha, M.S. ve Cho, C. (2012). ‘‘Online Service Quality in Social Commerce Websites’’ İcets 2012, ccıs 332, 335-351.
  • Li, H., Liu, Y. ve Suomi, R. (2009). ‘‘Measurement of E-service Quality: An Emprical Study in Online Travel Service’’ European Conference on Information Systems ECIS, https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1115&context=ecis2009.
  • Miller, H. (1996). ‘‘The Multiple Dimensions of Information Quality’’ Information Systems Management, 13(2), 79-82.
  • Muda, C. ve Muda, A. (2002). ‘‘Dimensions of E-Quality’’ International Journal of Quality and Reliability Management, 19 (3), 246-258.
  • Shoki, M.A., Ng Sze Yan, Norhayati Z., Kamaruzaman A. R, ve Khalid I. (2014). ‘‘Online Purchasing Behaviour of Malaysia’s Young Consumers’’ Recent Trends in Behavioural Science. Taylor and Fracis Group. pp: 167-173.
  • Mollen, A. ve Wilson, H. (2010). ‘‘Engagement, Telepresence and Interactivity in Online Consumer Experience: Reconciling Scholastic and Managerial Perspectives’’ Journal of Business Research, 63(9), 919–925.
  • Niranjanamurthy, M. ve Dharmendra, C. (2013). ‘‘The Study of E-Commerce Security Issues and Solutions’’ International Journal of Advanced Research in Computer and Communication Engineering, Vol. 2, Issue 7.
  • Parasuraman, A., Zeithaml, V., ve Malhotra, A. (2005). ‘‘E-S-Qual: A multiple-item Scale for Assessing Electronic Service Quality’’ Journal of Service Research, 7(3), 213-233.
  • Parasuraman, A., Zeithaml, V. ve Berry, L. (1988). ‘‘SERVQUAL: A Multi-item Scale for Measuring Consumer Perception of Service Quality’’ Journal of Retailing, 64, 2-40.
  • Patterson, P., Yu, T. ve Ruyter, K. (2006). Understanding Customer Engagement in Services. Advancing theory, Maintaining Relevance, Proceedings of ANZMAC 2006 Conference, Brisbane.
  • Ranganathan, C., ve Ganapathy, S. (2002). ‘‘Key Dimensions of Business to Consumer Web Sites’’ Information and Management, 39, 457-465.
  • Reibstein, D. J. (2002). ‘‘What Attracts Customers to Online Stores, and What Keeps Them Coming Back’’ Journal of the Academy of Marketing Science 30, 465-473.
  • Reitz, A. R. (2012). ‘‘Online Consumer Engagement: Understanding the Antecedents and Outcomes. Yayınlanmamış doktora tezi. Colorado: Colorado State University.
  • Ruchi, N. ve Ashish G. (2010). ‘‘To Study the Impact of Website Factors on Consumer Online Buying Behaviour in India’’ IJMMR, Volume1, Issue 1, pp. 1-16.
  • Santos, J., (2003). ‘‘E-service Quality: a Model of Virtual Service Quality Dimension’’ Managing Service Quality 13 (3), 233–246.
  • Shergil, G. S. ve Chen, Z. (2005). ‘‘Web-based Shopping: Consumers Attitudes Towards Online Shopping in New Zealand’’ Journal of Electronic Commerce Research, Vol. 6, No. 2, pp. 79-94.
  • Stiglingh, M. (2014). ‘‘Service Quality Framework for the South African Revenue Service from the Perspective of the Tax Practitioner’’ Public Relations Review, Volume 40, Issue 2, June 2014, Page 240-250.
  • Than, C.R. ve Grandon, E. (2002), “An Exploratory Examination of Factors Affecting Online Sales”, Journal of Computer Information Systems, Vol. 42 No. 3, pp. 87-93.
  • Tsao, W. C. ve Tseng, Y. L. (2011). ‘‘The Impact of Electronic Service Quality on Online Shopping Behaviour’’ Total Quality Management & Business Excellence, 22(9), 1007-1024.
  • Wolfinbarger, M. ve Gilly, M. (2003). ‘‘e-TailQ: Dimensionalizing, Measuring and Predicting E-tail Quality’’ Journal of Retailing, 27, 183-198.
  • Vivek, S. Beatty S. ve Morgan R. (2012). ‘‘Customer Engagemen: Exploring Customer Relationships Beyond Purchase’’ Journal of Marketing Theory and Practice, 20 (2), 127-145.
  • Zeithaml, V., Parasuraman A., ve Malhorta A. (2000). ‘‘A Conceptual Framework for Understanding E-service Quality’’ Implications for Future Research and Managerial Practice. No. 00-115, Marketing Science Institute (MSI).
  • Zhu, F.X., Wymer, W. ve Chen, I. (2002), “IT-based Services and Service Quality in Consumer Banking”, International Journal of Service Industry Management, Vol. 13 No. 1, pp. 69-90. https://www.marketingturkiye.com.tr/haberler/turkiyede-e-ticaret-arastirmasi/Erişim tarihi: 25/08/2023. https://recrodigital.com/we-are-social-2022-turkiye-raporuna-gore-e-ticaret-verileri/ Erişim tarihi: 11/08/2023.

Evaluation of Website Service Determinants within the Framework of Customer Engagement

Yıl 2024, Cilt: 19 Sayı: 74, 201 - 220

Emel Sarıtaş

https://doi.org/10.19168/jyasar.1384010

Öz

Today's one-click shopping websites are considered as the showcases of brands in the internet environment, and well-designed websites are considered as one of the important elements of looking strong and reliable for businesses trying to create their corporate identity. It is important to analyze in which aspects they support consumer behavior by evaluating the features of websites, which are considered as the visible face of businesses on the Internet, an effective promotional tool and meeting channels with customers. As in physical stores, websites aim to persuade their visitors to stay on the website for a long time with their features and to create cognitive, emotional and behavioral attitudes, which are the components of the bond with the consumer. The subject of this research is whether the features of websites contribute to consumers' cognitive, emotional and behavioral bonding. In this context, a survey was conducted to evaluate the websites of private shopping sites. The data obtained were analyzed with SPSS data analysis program. It is seen that personalization and incentive elements in special shopping websites have a positive effect on all cognitive, emotional and behavioral components of bonding.

Anahtar Kelimeler

Website Online shopping Connecting with consumers

Kaynakça

  • Appelbaum, A. (2001). The Constant Customer, Gallup. http://gmj.gallup.com/content/ 745/constant-customer.aspx.
  • Arapakis, I., Barreda-Angeles, M., ve Pereda-Banos, A. (2017). Interest as a Proxy of Engagement in News Reading: Spectral and Entropy Analyses of EEG Activity Patterns. IEEE Transactions on Affective Computing.
  • Asiegbu, I. F., Powei, D. M., ve Iruka, C. H. (2012). ‘‘Consumer Attitude: Some Reflections on its Concept, Trilogy, Relationship with Consumer Behavior, and Marketing Implications’’, European Journal of Business and Management, 4(13), 38-50.
  • Barry, T. E. ve Howard, D. J. (1990). ‘‘A Review and Critique of the Hierarchy of Effects in Advertising’’ International Journal of Advertising, 9(2), 98-111.
  • Beneke, J. Acton, A. Richardson, D. ve White, F. (2011). ‘‘E-Service Quality: An Investigation of its Key Dimensions and the Discriminatory Power in The Residential Property Sector’’ Acta Commercii 2011, 75- 88.
  • Berka, C., Levendowski, D. J., Lumicao, M. N., Yau, A., Davis, G., Zivkovic. ve Craven, P. L. (2007). ‘‘EEG Correlates of Task Engagement and Mental Workload in Vigilance, Learning, and Memory Tasks’’ Aviation, Space, and Environmental Medicine, 78(5): B231–B244.
  • Bitner, Mary J., Stephen W. Brown ve Matthew L. Meuter (2000). ‘‘Technology Infusion in Service Encounters’’ Journal of the Academy of Marketing Science, 28 (1), 138–49.
  • Burns, C. G. ve Fairclough, S. H. (2015). ‘‘Use of Auditory Event-related Potentials to Measure Immersion During a Computer Game’’ International Journal of Human-Computer Studies, 73, 107–114.
  • Brodie RJ, Hollebeek L, Juric B. ve Ilic A. (2011). ‘‘Customer Engagement: Conceptual Domain, Fundamental Propositions and İmplications for Research’’ Journal of Service Research 2011;14(3):1–20
  • Brodie, R. J., Ilic, A., Juric, B., ve Hollebeek, L. (2013). ‘‘Customer Engagement in a Virtual Brand Community: An Exploratory Analysis’’ Journal of Business Research, 66(1), 105–144
  • Bowden, J. L. (2009). ‘‘The Process of Customer Engagement: A Conceptual Framework. Journal of Marketing Theory and Practice, 17(1), 63–74. https://doi.org/10.2753/MTP1069-6679170105
  • Cho, N. ve Park, S. (2001). “Development of Electronic Commerce User – Consumer Satisfaction Index (ECUSI) for Internet Shopping”, Industrial Management and Data Systems, Vol. 101 No. 8, pp. 400-5.
  • Cristobal, E., Flavián, C. ve Guinalíu, M. (2007). “Perceived e-Service Quality (PeSQ): Measurement Validation and Effects on Consumer Satisfaction and Web Site Loyalty”. Managing Service Quality, 17(3): 317–340.
  • Cyr, D. (2008). ‘‘Modeling Web Site Design Across Cultures: Relationships to Trust, Satisfaction, and E-loyalty’’ Journal of Management Information Systems, Vol. 24, No. 4: pp. 47-72.
  • Dabholkar, P. A. (1996). ‘‘Consumer Evaluations of New Technology-Based Self-service Options: An Investigation of Alternative Models of Service Quality’’ International Journal of Research in Marketing, Volume 13, Issue 1, 1996, 29-51.
  • Dessart, L., Veloutsou, C. ve Morgan-Thomas, A. (2016). ‘‘Capturing Consumer Engagement: Duality, Dimensionality and Measurement’’, Journal of Marketing Management, 32(5–6), 399– 426.
  • Elliot S., Li G. ve Choi C. (2013). ‘‘Understanding Service Quality in a Virtual Travel Comunity Environment’’ Journal of Business Research, 66 (2013) 1153-1160.
  • Fassnacht, M. ve Koese, I. (2006). ‘‘Quality of Electronic Services: Conceptualizing and Testing a Hierarchical Model’’ Journal of Service Research 9 (1), 19–37.
  • Haşıloğlu, S. B. (2022). Pazarlama Araştırması ve Analitiği. Ankara: Nobel Akademik Yayıncılık.
  • Hawkins, K. ve Prakash, V. (2013). ‘‘Attitudinal Loyalty, Behavioural Loyalty and Social Media: An Introspection’’ The Marketing Review, 13(2), 125–141. https://doi.org/10.1362/ 146934713X13699019904605.
  • Ho, C. ve Lee, Y. (2007). ‘‘The Development of an E-Travel Service Quality Scale’’ Tourism Management, Volume 28, Issue 6, December 2007, 1434-1449.
  • Hollebeek, L. (2011). ‘‘Exploring Customer Brand Engagement: Definition and Themes’’ Journal of Strategic Marketing, 19(7), 555–573.
  • Kalkan P. (2021). ‘‘Pandemi Ekonomisinin İnternet Alışverişine Etkilerinin Analizi’’ Sosyal, Beşeri ve İdari Bilimler Dergisi, 4(8): 740-758.
  • Kim, S., Shaw, T. ve Schneider, H. (2003). ‘‘Web Site Design Benchmarking Within Industry Groups’’ Internet Research, 13(1), 17-26.
  • Kim, A. J. ve Ko, E. (2010). ‘‘Impacts of Luxury Fashion Brand’s Social Media Marketing on Customer Relationship and Purchase Intention’’ Journal of Global Fashion Marketing, 1(3), 164–171. https://doi.org/10.1080/20932685.2010.10593068.
  • Kim, J. H. ve Kim, C. (2010). “E-service Quality Perceptions: a Cross-Cultural Comprasion Of American and Korean Consumers” Journal of Research in Interactive Marketing, 4(3): 257–275.
  • Leamer, E. E. ve Storper, M. (2014). ‘‘The Economic Geography of the Internet Age. In J. Cantwell (Ed.), Location of International Business Activities (pp. 63–93). London, UK: Palgrave Macmillan.
  • Lee, G. ve Lin, H. (2005). ‘‘Customer Perceptions of E‐Service Quality in Online Hopping’’ International Journal of Retail & Distribution Management, Vol. 33 No. 2, pp. 161-176. https://doi.org/10.1108/09590550510581485.
  • Lee, F. ve Wu, W. (2011). ‘‘Moderating Effects of Technology Acceptence Perspective on E-service Quality Formation: Evidence from Airline Websites in Taiwan’’ Expert System with Applcations 38(2011) 7766-7773.
  • Lee, J., Cha, M.S. ve Cho, C. (2012). ‘‘Online Service Quality in Social Commerce Websites’’ İcets 2012, ccıs 332, 335-351.
  • Li, H., Liu, Y. ve Suomi, R. (2009). ‘‘Measurement of E-service Quality: An Emprical Study in Online Travel Service’’ European Conference on Information Systems ECIS, https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1115&context=ecis2009.
  • Miller, H. (1996). ‘‘The Multiple Dimensions of Information Quality’’ Information Systems Management, 13(2), 79-82.
  • Muda, C. ve Muda, A. (2002). ‘‘Dimensions of E-Quality’’ International Journal of Quality and Reliability Management, 19 (3), 246-258.
  • Shoki, M.A., Ng Sze Yan, Norhayati Z., Kamaruzaman A. R, ve Khalid I. (2014). ‘‘Online Purchasing Behaviour of Malaysia’s Young Consumers’’ Recent Trends in Behavioural Science. Taylor and Fracis Group. pp: 167-173.
  • Mollen, A. ve Wilson, H. (2010). ‘‘Engagement, Telepresence and Interactivity in Online Consumer Experience: Reconciling Scholastic and Managerial Perspectives’’ Journal of Business Research, 63(9), 919–925.
  • Niranjanamurthy, M. ve Dharmendra, C. (2013). ‘‘The Study of E-Commerce Security Issues and Solutions’’ International Journal of Advanced Research in Computer and Communication Engineering, Vol. 2, Issue 7.
  • Parasuraman, A., Zeithaml, V., ve Malhotra, A. (2005). ‘‘E-S-Qual: A multiple-item Scale for Assessing Electronic Service Quality’’ Journal of Service Research, 7(3), 213-233.
  • Parasuraman, A., Zeithaml, V. ve Berry, L. (1988). ‘‘SERVQUAL: A Multi-item Scale for Measuring Consumer Perception of Service Quality’’ Journal of Retailing, 64, 2-40.
  • Patterson, P., Yu, T. ve Ruyter, K. (2006). Understanding Customer Engagement in Services. Advancing theory, Maintaining Relevance, Proceedings of ANZMAC 2006 Conference, Brisbane.
  • Ranganathan, C., ve Ganapathy, S. (2002). ‘‘Key Dimensions of Business to Consumer Web Sites’’ Information and Management, 39, 457-465.
  • Reibstein, D. J. (2002). ‘‘What Attracts Customers to Online Stores, and What Keeps Them Coming Back’’ Journal of the Academy of Marketing Science 30, 465-473.
  • Reitz, A. R. (2012). ‘‘Online Consumer Engagement: Understanding the Antecedents and Outcomes. Yayınlanmamış doktora tezi. Colorado: Colorado State University.
  • Ruchi, N. ve Ashish G. (2010). ‘‘To Study the Impact of Website Factors on Consumer Online Buying Behaviour in India’’ IJMMR, Volume1, Issue 1, pp. 1-16.
  • Santos, J., (2003). ‘‘E-service Quality: a Model of Virtual Service Quality Dimension’’ Managing Service Quality 13 (3), 233–246.
  • Shergil, G. S. ve Chen, Z. (2005). ‘‘Web-based Shopping: Consumers Attitudes Towards Online Shopping in New Zealand’’ Journal of Electronic Commerce Research, Vol. 6, No. 2, pp. 79-94.
  • Stiglingh, M. (2014). ‘‘Service Quality Framework for the South African Revenue Service from the Perspective of the Tax Practitioner’’ Public Relations Review, Volume 40, Issue 2, June 2014, Page 240-250.
  • Than, C.R. ve Grandon, E. (2002), “An Exploratory Examination of Factors Affecting Online Sales”, Journal of Computer Information Systems, Vol. 42 No. 3, pp. 87-93.
  • Tsao, W. C. ve Tseng, Y. L. (2011). ‘‘The Impact of Electronic Service Quality on Online Shopping Behaviour’’ Total Quality Management & Business Excellence, 22(9), 1007-1024.
  • Wolfinbarger, M. ve Gilly, M. (2003). ‘‘e-TailQ: Dimensionalizing, Measuring and Predicting E-tail Quality’’ Journal of Retailing, 27, 183-198.
  • Vivek, S. Beatty S. ve Morgan R. (2012). ‘‘Customer Engagemen: Exploring Customer Relationships Beyond Purchase’’ Journal of Marketing Theory and Practice, 20 (2), 127-145.
  • Zeithaml, V., Parasuraman A., ve Malhorta A. (2000). ‘‘A Conceptual Framework for Understanding E-service Quality’’ Implications for Future Research and Managerial Practice. No. 00-115, Marketing Science Institute (MSI).
  • Zhu, F.X., Wymer, W. ve Chen, I. (2002), “IT-based Services and Service Quality in Consumer Banking”, International Journal of Service Industry Management, Vol. 13 No. 1, pp. 69-90. https://www.marketingturkiye.com.tr/haberler/turkiyede-e-ticaret-arastirmasi/Erişim tarihi: 25/08/2023. https://recrodigital.com/we-are-social-2022-turkiye-raporuna-gore-e-ticaret-verileri/ Erişim tarihi: 11/08/2023.
Toplam 52 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular İşletme
Bölüm Makaleler
Yazarlar

Emel Sarıtaş 0009-0009-9844-6134

Erken Görünüm Tarihi 27 Nisan 2024
Yayımlanma Tarihi
Gönderilme Tarihi 31 Ekim 2023
Kabul Tarihi 23 Şubat 2024
Yayımlandığı Sayı Yıl 2024 Cilt: 19 Sayı: 74

Kaynak Göster

APA Sarıtaş, E. (2024). Müşteri ile Bağ Kurma Çerçevesinde Web Sitesi Hizmet Belirleyicilerinin Değerlendirilmesi. Yaşar Üniversitesi E-Dergisi, 19(74), 201-220. https://doi.org/10.19168/jyasar.1384010
AMA Sarıtaş E. Müşteri ile Bağ Kurma Çerçevesinde Web Sitesi Hizmet Belirleyicilerinin Değerlendirilmesi. Yaşar Üniversitesi E-Dergisi. Nisan 2024;19(74):201-220. doi:10.19168/jyasar.1384010
Chicago Sarıtaş, Emel. “Müşteri Ile Bağ Kurma Çerçevesinde Web Sitesi Hizmet Belirleyicilerinin Değerlendirilmesi”. Yaşar Üniversitesi E-Dergisi 19, sy. 74 (Nisan 2024): 201-20. https://doi.org/10.19168/jyasar.1384010.
EndNote Sarıtaş E (01 Nisan 2024) Müşteri ile Bağ Kurma Çerçevesinde Web Sitesi Hizmet Belirleyicilerinin Değerlendirilmesi. Yaşar Üniversitesi E-Dergisi 19 74 201–220.
IEEE E. Sarıtaş, “Müşteri ile Bağ Kurma Çerçevesinde Web Sitesi Hizmet Belirleyicilerinin Değerlendirilmesi”, Yaşar Üniversitesi E-Dergisi, c. 19, sy. 74, ss. 201–220, 2024, doi: 10.19168/jyasar.1384010.
ISNAD Sarıtaş, Emel. “Müşteri Ile Bağ Kurma Çerçevesinde Web Sitesi Hizmet Belirleyicilerinin Değerlendirilmesi”. Yaşar Üniversitesi E-Dergisi 19/74 (Nisan 2024), 201-220. https://doi.org/10.19168/jyasar.1384010.
JAMA Sarıtaş E. Müşteri ile Bağ Kurma Çerçevesinde Web Sitesi Hizmet Belirleyicilerinin Değerlendirilmesi. Yaşar Üniversitesi E-Dergisi. 2024;19:201–220.
MLA Sarıtaş, Emel. “Müşteri Ile Bağ Kurma Çerçevesinde Web Sitesi Hizmet Belirleyicilerinin Değerlendirilmesi”. Yaşar Üniversitesi E-Dergisi, c. 19, sy. 74, 2024, ss. 201-20, doi:10.19168/jyasar.1384010.
Vancouver Sarıtaş E. Müşteri ile Bağ Kurma Çerçevesinde Web Sitesi Hizmet Belirleyicilerinin Değerlendirilmesi. Yaşar Üniversitesi E-Dergisi. 2024;19(74):201-20.
 Kapak Resmi İndir