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İnternet üzerinden alışveriş yapan bireylerde risk algısı ile memnuniyet ve memnuniyetsizlik etkileşimi

Year 2017, Volume: 1 Issue: 1-2, 32 - 40, 01.12.2017

Selçuk Yasin Yıldız

Abstract




















İnternet üzerinden alışveriş yapan bireylerin
algıladıkları risklerin, müşteri memnuniyeti ve müşteri memnuniyetsizliği
üzerine etkilerinin belirlenmesi amacıyla yapılan bu çalışma, Y kuşağından 416
tüketici ile yüz yüze görüşülerek elde edilen veriler aracılığıyla yapılmıştır.
Toplanan verilere ki-kare testi ve regresyon testi uygulanmıştır. Çalışma
sonuçlarına göre; algılanan risk boyutlarından zaman riski ve psikolojik riskin
müşteri memnuniyetine, sosyal risk ve psikolojik riskin müşteri
memnuniyetsizliğine etkisinin olduğu belirlenmiştir.

Keywords

Çevrimiçi alışveriş müşteri memnuniyeti müşteri memnuniyetsizliği algılanan risk

References

  • Altunışık, R., Coşkun, R., Bayraktaroğlu, S., & Yıldırım, E. (2010). Sosyal bilimlerde araştırma yöntemleri (SPSS uygulamalı). Sakarya Sakarya Yayıncılık.
  • Anderson, R. E., & Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: A contingency framework. Psychology and Marketing, 20(2), 123-138.
  • Archer, N., & Yuan, Y. (2000). Managing business-to-business relationships throughout the e-commerce procurement life cycle. Internet Research, 10(5), 385-395.
  • Belanger, F., Hiller, J. S., & Smith, W. J. (2002). Trustworthiness in electronic commerce: the role of privacy, security, and site attributes. The journal of strategic Information Systems, 11(3), 245-270.
  • Bitner, M. J., & Hubbert, A. R. (1994). Encounter satisfaction versus overall satisfaction versus quality. Service quality: New directions in theory and practice, 34, 72-94.
  • Bourlakis, M., Papagiannidis, S., & Fox, H. (2008). E-consumer behaviour: Past, present and future trajectories of an evolving retail revolution. International Journal of E-Business Research, 4(3), 64-76.
  • Brooker, G. (1984). An assessment of an expanded measure of perceived risk. Advances In Consumer Research, 11, 439-441.
  • Carpenter, J. M. (2008). Consumer shopping value, satisfaction and loyalty in discount retailing. Journal of Retailing and Consumer Services, 15(5), 358-363.
  • Carpenter, J. M., & Fairhurst, A. (2005). Consumer shopping value, satisfaction, and loyalty for retail apparel brands. Journal of Fashion Marketing and Management: An International Journal, 9(3), 256-269.
  • Chen, L. (2009). Online consumer behavior: An empirical study based on theory of planned behavior. (Unpublished Doctoral Thesis), ETD collection for University of Nebraska, Lincoln.
  • Chen, R., & He, F. (2003). Examination of brand knowledge, perceived risk and consumers' intention to adopt an online retailer. Total Quality Management & Business Excellence, 14(6), 677.
  • Chen, S. J., & Chang, T. Z. (2003). A descriptive model of online shopping process: some empirical results. International Journal of Service Industry Management, 14(5), 556-569.
  • Crespo, Á. H., Del Bosque, I. R., & Sánchez, M. M. G. d. l. S. (2009). The influence of perceived risk on Internet shopping behavior: a multidimensional perspective. Journal of Risk Research, 12(2), 259-277.
  • Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99-113.
  • Durmuş, B., Yurtkoru, E. S., & Çinko, M. (2011). Sosyal bilimlerde SPSS’le veri analizi. İstanbul: Beta Yayınları.
  • Fuchs, G., & Reichel, A. (2006). Tourist destination risk perception: The case of Israel. Journal of Hospitality & Leisure Marketing, 14(2), 83-108.
  • Garner, S. J. (1986). Perceived risk and information sources in services purchasing. The Mid-Atlantic Journal of Business, 24(2), 49-58.
  • Gupta, S., & Chatterjee, R. (1997). Electronic marketing and the consumer. Thousand Oaks, CA: Sage.
  • Han, H., Kim, W., & Hyun, S. S. (2011). Switching intention model development: Role of service performances, customer satisfaction, and switching barriers in the hotel industry. . International Journal of Hospitality Management, 30(3), 619-629.
  • Hernández-Lobato, L., Solis-Radilla, M. M., Moliner-Tena, M. A., & Sánchez-García, J. (2006). Tourism destination image, satisfaction and loyalty: a study in Ixtapa-Zihuatanejo, Mexico. Tourism geographies, 8(4), 343-358.
  • Horton, R. L. (1976). The structure of perceived risk: Some further progress. Journal of the Academy of Marketing Science, 4(4), 694-706.
  • Hoyer, W. D., & MacInnis, D. J. (2004). Consumer Behaviour (Third ed.). New York: Houghton Mifflin Company.
  • Huang, H. H., Chiu, C. K., & Kuo, C. (2006). Exploring customer satisfaction, trust and destination loyalty in tourism. Journal of American Academy of Business, 10(1), 156-159.
  • Jacoby, J., & Kaplan, L. B. (1972). The Components of Perceived Risk. Proceedings of the Third Annual Conference of the Association for Consumer Research, 382-393.
  • Jones, T. O. (1996). Why satisfied customers defect. Journal of management in engineering, 12(6), 5-13.
  • Kalakota, R., & Whinston, A. B. (1997). Electronic commerce: a manager's guide. Boston: Addison-Wesley Professional.
  • Kaufman-Scarborough, C., & Lindquist, J. D. (2002). E-shopping in a multiple channel environment. Journal of Consumer Marketing, 19(4), 333-350.
  • Keh, H. T., & Sun, J. (2008). The complexities of perceived risk in cross-cultural services marketing. Journal of International Marketing, 16(1), 120-146. doi:10.1509/jimk.16.1.120
  • Kelley, S. W., & Davis, M. A. (1994). Antecedents to customer expectations for service recovery. Journal of the Academy of Marketing Science, 22(1), 52-61.
  • Kim, K. J., Jeong, I. J., Park, J. C., Park, Y. J., Kim, C. G., & Kim, T. H. (2007). The impact of network service performance on customer satisfaction and loyalty: High-speed internet service case in Korea. Expert Systems with Applications, 32(3), 822-831.
  • Kim, M.-K., Park, M.-C., & Jeong, D.-H. (2004). The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications policy, 28(2), 145-159.
  • Kotler, P. (1991). Marketing management: Analysis, planning, implementation, and control (7th ed.). New Jersey: Prentice-Hall, Inc.
  • Kotler, P., & Armstrong, G. (2012). Principles of marketing (14 ed.). New Jersey: Pearson Education, Inc.
  • Lengler, J. F., & Moyano, C. M. (2011). Developing Strategic Planning Method for Tourism Companies Based on Customer Satisfaction. . Paper presented at the Advances in Hospitality and Tourism Marketing and Management Conference, Boğaziçi University. İstanbul.
  • Levy, M., Weitz, B. A., & Grewal, D. (1998). Retailing management. New York: Irwin/McGraw-Hill.
  • Lin, H. F. (2008). Predicting consumer intentions to shop online: An empirical test of competing theories. Electronic Commerce Research and Applications, 6(4), 443-442.
  • Mitchell, V. W. (1992). Understanding Consumers’ Behaviour: Can Perceived Risk Theory Help? Management Decision, 30(3), 26-31.
  • Mitchell, V. W., Moutinho, L., & Lewis, B. R. (2003). Risk reduction in purchasing organisational professional services. SERVICE INDUSTRIES JOURNAL, 23(5), 1-19.
  • Nakip, M. (2006). Pazarlama araştırmaları, teknikler ve SPSS destekli uygulamalar. Ankara: Seçkin Yayıncılık.
  • Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. . Journal of marketing research, 17(4), 460-469.
  • Peter, J. P., & Tarpey, L. X. (1975). A comparative analysis of three consumer decision strategies. Journal of Consumer Research, 2(1), 29-37.
  • Roselius, R. (1971). Consumer rankings of risk reduction methods. Journal of Marketing, 35(1), 56-61.
  • Sanchez-Franco, M. J. (2009). The moderating effects of involvement on the relationships between satisfaction, trust and commitment in e-banking. Journal of Interactive Marketing, 23(3), 247-258.
  • Schiffman, L. G., & Kanuk, L. L. (1994). Consumer behavior (5th ed.). New Jersey: Prentice-Hall, Inc.
  • Singh, T., & Hill, M. E. (2003). Consumer privacy and the Internet in Europe: a view from Germany. Journal of Consumer Marketing, 20(7), 634-651.
  • Slevitch, L., & Sharma, A. (2008). Management of perceived risk in the context of destination choice. International Journal of Hospitality & Tourism Administration, 9(1), 85-103.
  • Su, A. Y. L. (2004). Customer satisfaction measurement practice in Taiwan hotels. International Journal of Hospitality Management, 23(4), 397-408.
  • Torres-Moraga, E., Vásquez-Parraga, A. Z., & Zamora-González, J. (2008). Customer satisfaction and loyalty: start with the product, culminate with the brand. Journal of Consumer Marketing, 25(5), 302-313.
  • Ueltschy, L., C. , Krampf, R., F., & Yannopoulos, P. (2004). A cross-national study of perceived consumer risk towards online (Internet) purchasing. Multinational Business Review(2), 59. doi:10.1108/1525383X200400010
  • Valenzuela, F., & Vásquez-Párraga, A. (2006). Trust and commitment as mediating variables in the relationship between satisfaction and hotel guest loyalty. Panorama Socioeconomico, 24, 18-23.
  • Velázquez, B. M., Blasco, M. F., Contrí, G. B., & Saura, I. G. (2009). Cognitive and affective causes of consumer dissatisfaction with the hospitality encounter. Journal of Hospitality Marketing & Management, 18(7), 653-675.
  • Vijayasarathy, L. R. (2004). Predicting consumer intentions to use on-line shopping: the case for an augmented technology acceptance model. Information & management,, 41(6), 747-762.
  • Ward, M. R., & Lee, M. J. (2000). Internet shopping, consumer search and product branding. Journal of product & brand management, 9(1), 6-20.
  • Weiler, A. (2005). Information-seeking behaviour in generation Y students: Motivation, critical thinking, and learning theory. The Journal of Academic Librarianship, 31(1), 46-53.
  • Woodside, A. G. (1972). Informal group influence on risk taking. Journal of Marketing Research (JMR), 9(2), 223-225.
  • Zaltman, G. (2003). Tüketici nasıl düşünür (A. S. Koç, Trans.). İstanbul: Mediacat Kitapları.
  • Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations: Simon and Schuster.

Year 2017, Volume: 1 Issue: 1-2, 32 - 40, 01.12.2017

Selçuk Yasin Yıldız

Abstract

References

  • Altunışık, R., Coşkun, R., Bayraktaroğlu, S., & Yıldırım, E. (2010). Sosyal bilimlerde araştırma yöntemleri (SPSS uygulamalı). Sakarya Sakarya Yayıncılık.
  • Anderson, R. E., & Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: A contingency framework. Psychology and Marketing, 20(2), 123-138.
  • Archer, N., & Yuan, Y. (2000). Managing business-to-business relationships throughout the e-commerce procurement life cycle. Internet Research, 10(5), 385-395.
  • Belanger, F., Hiller, J. S., & Smith, W. J. (2002). Trustworthiness in electronic commerce: the role of privacy, security, and site attributes. The journal of strategic Information Systems, 11(3), 245-270.
  • Bitner, M. J., & Hubbert, A. R. (1994). Encounter satisfaction versus overall satisfaction versus quality. Service quality: New directions in theory and practice, 34, 72-94.
  • Bourlakis, M., Papagiannidis, S., & Fox, H. (2008). E-consumer behaviour: Past, present and future trajectories of an evolving retail revolution. International Journal of E-Business Research, 4(3), 64-76.
  • Brooker, G. (1984). An assessment of an expanded measure of perceived risk. Advances In Consumer Research, 11, 439-441.
  • Carpenter, J. M. (2008). Consumer shopping value, satisfaction and loyalty in discount retailing. Journal of Retailing and Consumer Services, 15(5), 358-363.
  • Carpenter, J. M., & Fairhurst, A. (2005). Consumer shopping value, satisfaction, and loyalty for retail apparel brands. Journal of Fashion Marketing and Management: An International Journal, 9(3), 256-269.
  • Chen, L. (2009). Online consumer behavior: An empirical study based on theory of planned behavior. (Unpublished Doctoral Thesis), ETD collection for University of Nebraska, Lincoln.
  • Chen, R., & He, F. (2003). Examination of brand knowledge, perceived risk and consumers' intention to adopt an online retailer. Total Quality Management & Business Excellence, 14(6), 677.
  • Chen, S. J., & Chang, T. Z. (2003). A descriptive model of online shopping process: some empirical results. International Journal of Service Industry Management, 14(5), 556-569.
  • Crespo, Á. H., Del Bosque, I. R., & Sánchez, M. M. G. d. l. S. (2009). The influence of perceived risk on Internet shopping behavior: a multidimensional perspective. Journal of Risk Research, 12(2), 259-277.
  • Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99-113.
  • Durmuş, B., Yurtkoru, E. S., & Çinko, M. (2011). Sosyal bilimlerde SPSS’le veri analizi. İstanbul: Beta Yayınları.
  • Fuchs, G., & Reichel, A. (2006). Tourist destination risk perception: The case of Israel. Journal of Hospitality & Leisure Marketing, 14(2), 83-108.
  • Garner, S. J. (1986). Perceived risk and information sources in services purchasing. The Mid-Atlantic Journal of Business, 24(2), 49-58.
  • Gupta, S., & Chatterjee, R. (1997). Electronic marketing and the consumer. Thousand Oaks, CA: Sage.
  • Han, H., Kim, W., & Hyun, S. S. (2011). Switching intention model development: Role of service performances, customer satisfaction, and switching barriers in the hotel industry. . International Journal of Hospitality Management, 30(3), 619-629.
  • Hernández-Lobato, L., Solis-Radilla, M. M., Moliner-Tena, M. A., & Sánchez-García, J. (2006). Tourism destination image, satisfaction and loyalty: a study in Ixtapa-Zihuatanejo, Mexico. Tourism geographies, 8(4), 343-358.
  • Horton, R. L. (1976). The structure of perceived risk: Some further progress. Journal of the Academy of Marketing Science, 4(4), 694-706.
  • Hoyer, W. D., & MacInnis, D. J. (2004). Consumer Behaviour (Third ed.). New York: Houghton Mifflin Company.
  • Huang, H. H., Chiu, C. K., & Kuo, C. (2006). Exploring customer satisfaction, trust and destination loyalty in tourism. Journal of American Academy of Business, 10(1), 156-159.
  • Jacoby, J., & Kaplan, L. B. (1972). The Components of Perceived Risk. Proceedings of the Third Annual Conference of the Association for Consumer Research, 382-393.
  • Jones, T. O. (1996). Why satisfied customers defect. Journal of management in engineering, 12(6), 5-13.
  • Kalakota, R., & Whinston, A. B. (1997). Electronic commerce: a manager's guide. Boston: Addison-Wesley Professional.
  • Kaufman-Scarborough, C., & Lindquist, J. D. (2002). E-shopping in a multiple channel environment. Journal of Consumer Marketing, 19(4), 333-350.
  • Keh, H. T., & Sun, J. (2008). The complexities of perceived risk in cross-cultural services marketing. Journal of International Marketing, 16(1), 120-146. doi:10.1509/jimk.16.1.120
  • Kelley, S. W., & Davis, M. A. (1994). Antecedents to customer expectations for service recovery. Journal of the Academy of Marketing Science, 22(1), 52-61.
  • Kim, K. J., Jeong, I. J., Park, J. C., Park, Y. J., Kim, C. G., & Kim, T. H. (2007). The impact of network service performance on customer satisfaction and loyalty: High-speed internet service case in Korea. Expert Systems with Applications, 32(3), 822-831.
  • Kim, M.-K., Park, M.-C., & Jeong, D.-H. (2004). The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications policy, 28(2), 145-159.
  • Kotler, P. (1991). Marketing management: Analysis, planning, implementation, and control (7th ed.). New Jersey: Prentice-Hall, Inc.
  • Kotler, P., & Armstrong, G. (2012). Principles of marketing (14 ed.). New Jersey: Pearson Education, Inc.
  • Lengler, J. F., & Moyano, C. M. (2011). Developing Strategic Planning Method for Tourism Companies Based on Customer Satisfaction. . Paper presented at the Advances in Hospitality and Tourism Marketing and Management Conference, Boğaziçi University. İstanbul.
  • Levy, M., Weitz, B. A., & Grewal, D. (1998). Retailing management. New York: Irwin/McGraw-Hill.
  • Lin, H. F. (2008). Predicting consumer intentions to shop online: An empirical test of competing theories. Electronic Commerce Research and Applications, 6(4), 443-442.
  • Mitchell, V. W. (1992). Understanding Consumers’ Behaviour: Can Perceived Risk Theory Help? Management Decision, 30(3), 26-31.
  • Mitchell, V. W., Moutinho, L., & Lewis, B. R. (2003). Risk reduction in purchasing organisational professional services. SERVICE INDUSTRIES JOURNAL, 23(5), 1-19.
  • Nakip, M. (2006). Pazarlama araştırmaları, teknikler ve SPSS destekli uygulamalar. Ankara: Seçkin Yayıncılık.
  • Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. . Journal of marketing research, 17(4), 460-469.
  • Peter, J. P., & Tarpey, L. X. (1975). A comparative analysis of three consumer decision strategies. Journal of Consumer Research, 2(1), 29-37.
  • Roselius, R. (1971). Consumer rankings of risk reduction methods. Journal of Marketing, 35(1), 56-61.
  • Sanchez-Franco, M. J. (2009). The moderating effects of involvement on the relationships between satisfaction, trust and commitment in e-banking. Journal of Interactive Marketing, 23(3), 247-258.
  • Schiffman, L. G., & Kanuk, L. L. (1994). Consumer behavior (5th ed.). New Jersey: Prentice-Hall, Inc.
  • Singh, T., & Hill, M. E. (2003). Consumer privacy and the Internet in Europe: a view from Germany. Journal of Consumer Marketing, 20(7), 634-651.
  • Slevitch, L., & Sharma, A. (2008). Management of perceived risk in the context of destination choice. International Journal of Hospitality & Tourism Administration, 9(1), 85-103.
  • Su, A. Y. L. (2004). Customer satisfaction measurement practice in Taiwan hotels. International Journal of Hospitality Management, 23(4), 397-408.
  • Torres-Moraga, E., Vásquez-Parraga, A. Z., & Zamora-González, J. (2008). Customer satisfaction and loyalty: start with the product, culminate with the brand. Journal of Consumer Marketing, 25(5), 302-313.
  • Ueltschy, L., C. , Krampf, R., F., & Yannopoulos, P. (2004). A cross-national study of perceived consumer risk towards online (Internet) purchasing. Multinational Business Review(2), 59. doi:10.1108/1525383X200400010
  • Valenzuela, F., & Vásquez-Párraga, A. (2006). Trust and commitment as mediating variables in the relationship between satisfaction and hotel guest loyalty. Panorama Socioeconomico, 24, 18-23.
  • Velázquez, B. M., Blasco, M. F., Contrí, G. B., & Saura, I. G. (2009). Cognitive and affective causes of consumer dissatisfaction with the hospitality encounter. Journal of Hospitality Marketing & Management, 18(7), 653-675.
  • Vijayasarathy, L. R. (2004). Predicting consumer intentions to use on-line shopping: the case for an augmented technology acceptance model. Information & management,, 41(6), 747-762.
  • Ward, M. R., & Lee, M. J. (2000). Internet shopping, consumer search and product branding. Journal of product & brand management, 9(1), 6-20.
  • Weiler, A. (2005). Information-seeking behaviour in generation Y students: Motivation, critical thinking, and learning theory. The Journal of Academic Librarianship, 31(1), 46-53.
  • Woodside, A. G. (1972). Informal group influence on risk taking. Journal of Marketing Research (JMR), 9(2), 223-225.
  • Zaltman, G. (2003). Tüketici nasıl düşünür (A. S. Koç, Trans.). İstanbul: Mediacat Kitapları.
  • Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations: Simon and Schuster.
There are 57 citations in total.

Details

Subjects Business Administration
Journal Section Articles
Authors

Selçuk Yasin Yıldız

Publication Date December 1, 2017
Submission Date June 21, 2017
Published in Issue Year 2017 Volume: 1 Issue: 1-2

Cite

APA Yıldız, S. Y. (2017). İnternet üzerinden alışveriş yapan bireylerde risk algısı ile memnuniyet ve memnuniyetsizlik etkileşimi. Pazarlama İçgörüsü Üzerine Çalışmalar, 1(1-2), 32-40.
AMA Yıldız SY. İnternet üzerinden alışveriş yapan bireylerde risk algısı ile memnuniyet ve memnuniyetsizlik etkileşimi. SOMI. December 2017;1(1-2):32-40.
Chicago Yıldız, Selçuk Yasin. “İnternet üzerinden alışveriş Yapan Bireylerde Risk algısı Ile Memnuniyet Ve Memnuniyetsizlik etkileşimi”. Pazarlama İçgörüsü Üzerine Çalışmalar 1, no. 1-2 (December 2017): 32-40.
EndNote Yıldız SY (December 1, 2017) İnternet üzerinden alışveriş yapan bireylerde risk algısı ile memnuniyet ve memnuniyetsizlik etkileşimi. Pazarlama İçgörüsü Üzerine Çalışmalar 1 1-2 32–40.
IEEE S. Y. Yıldız, “İnternet üzerinden alışveriş yapan bireylerde risk algısı ile memnuniyet ve memnuniyetsizlik etkileşimi”, SOMI, vol. 1, no. 1-2, pp. 32–40, 2017.
ISNAD Yıldız, Selçuk Yasin. “İnternet üzerinden alışveriş Yapan Bireylerde Risk algısı Ile Memnuniyet Ve Memnuniyetsizlik etkileşimi”. Pazarlama İçgörüsü Üzerine Çalışmalar 1/1-2 (December 2017), 32-40.
JAMA Yıldız SY. İnternet üzerinden alışveriş yapan bireylerde risk algısı ile memnuniyet ve memnuniyetsizlik etkileşimi. SOMI. 2017;1:32–40.
MLA Yıldız, Selçuk Yasin. “İnternet üzerinden alışveriş Yapan Bireylerde Risk algısı Ile Memnuniyet Ve Memnuniyetsizlik etkileşimi”. Pazarlama İçgörüsü Üzerine Çalışmalar, vol. 1, no. 1-2, 2017, pp. 32-40.
Vancouver Yıldız SY. İnternet üzerinden alışveriş yapan bireylerde risk algısı ile memnuniyet ve memnuniyetsizlik etkileşimi. SOMI. 2017;1(1-2):32-40.