Araştırma Makalesi
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Effects of E-Service Quality in E-Logistics Applications on Shopping Satisfaction, Payment Options and Re-Purchasing Intention

Yıl 2022, Cilt: 23 Sayı: 3, 672 - 689, 24.07.2022

Mevhibe Türkmen , Mert Anıl Sarıcan

https://doi.org/10.37880/cumuiibf.1086622
Cited By: 1

Öz

In order to gain competitive advantage in today's changing economic and social structure, businesses have started to examine and use different methods. For this purpose, businesses need to use their resources effectively and efficiently. At this point, it has become a necessity for businesses to switch to logistics information systems in order to maintain their productivity. In this respect, the effect of e-service quality on shopping satisfaction, repurchase intention and payment options in e-logistics applications, which is the main subject of the research, has been tried to be measured by creating a model. In the first stage of the study, A research methodology related to the sampling technique and data collection methods of the study is presented. After the methodology of the study was established, statistical analyzes related to the research were presented, and theoretical and managerial implications were discussed. In addition, the model created within the scope of the study was analyzed with the structural equation model and it was tried to prove that the created model was a valid model. After it was understood as a result of the data that the model was structurally compatible, the hypotheses created within the study were tested. According to the hypothesis results and findings obtained within the scope of the study; In e-logistics applications, it has been determined that service quality affects shopping satisfaction in a positive and meaningful way. Also, the shopping satisfaction scale affects the repurchase scale positively and significantly. From this, it is possible to assume that the increase in service quality in the eyes of consumers brings shopping satisfaction and as a result, consumers tend to repurchase the product or service.

Anahtar Kelimeler

E-Logistics E-Service Quality E-Commerce E-Retailer E-Platform

Kaynakça

  • Boden, J., Maier, E., & Wilken, R. (2020). The Effect of Credit Card versus Mobile Payment on Convenience and Consumers’ Willingness to Pay. Journal of Retailing and Consumer Services, 52, 101910.
  • Coşkun, R., Altunışık, R., & Yıldırım, E. (2017). Sosyal Bilimlerde Araştırma Yöntemleri SPSS Uygulamalı, Sakarya Yayıncılık, Güncellenmiş 9. Baskı, Sakarya.
  • Deng, Z., Lu, Y., Wei, K. K., & Zhang, J. (2010). Understanding Customer Satisfaction and Loyalty: An Empirical Study of Mobile Instant Messages in China. International Journal of Information Management, 30(4), 289-300.
  • Disney, S. M., Naim, M. M., & Potter, A. (2004). Assessing the Impact of E-Business on Supply Chain Dynamics. International Journal of Production Economics, 89(2), 109-118.
  • Evangelista, P., & Sweeney, E. (2006). Technology Usage İn the Supply Chain: The Case of Small 3Pls. The International Journal of Logistics Management.
  • Faqih, K. M. (2016). An Empirical Analysis of Factors Predicting the Behavioral Intention To Adopt Internet Shopping Technology Among Non-Shoppers In A Developing Country Context: Does Gender Matter? Journal of Retailing and Consumer Services, 30, 140-164.
  • Gafeeva, R., Hoelzl, E., & Roschk, H. (2018). What Else Can Your Payment Card Do? Multifunctionality Of Payment Modes Can Reduce Payment Transparency. Marketing Letters, 29(1), 61-72.
  • Greenacre, L., & Akbar, S. (2019). The Impact of Payment Method on Shopping Behavior among Low Income Consumers. Journal of Retailing and Consumer Services, 47, 87-93.
  • Gudmundsson, S. V., & Walczuck, R. (1999). The Development of Electronic Markets in Logistics. The International Journal of Logistics Management, 10(2), 99-113.
  • Hawk, S. (2004). A Comparison of B2C E-Commerce in Developing Countries. Electronic Commerce Research, 4(3), 181-199.
  • Heizer, J., Render, B. ve Munson, C. (2017). Operasyon Yönetimi İlkeleri: Sürdürülebilirlik ve Tedarik Zinciri Yönetimi (Global baskı). Pearson.
  • Huang, E. Y., Lin, S. W., & Fan, Y. C. (2015). MS-QUAL: Mobile Service Quality Measurement. Electronic Commerce Research and Applications, 14(2), 126-142.
  • Jain, N. K., Gajjar, H., Shah, B. J., & Sadh, A. (2015). A Conceptual Framework for Measuring E-Fulfillment Dimensions: A Consumer Perspective. Journal of Internet Commerce, 14(3), 363-383.
  • Jain, N. K., Gajjar, H., & Shah, B. J. (2021). Electronic Logistics Service Quality and Repurchase Intention in E-Tailing: Catalytic Role of Shopping Satisfaction, Payment Options, Gender and Returning Experience. Journal of Retailing and Consumer Services, 59, 102360.
  • Javed, M. K., & Wu, M. (2020). Effects of online retailer after delivery services on repurchase intention: An empirical analysis of customers’ past experience and future confidence with the retailer. Journal of Retailing and Consumer Services, 54, 101942.
  • Kalia, P. (2017). Service Quality Scales in Online Retail: Methodological Issues. International Journal of Operations & Production Management.
  • Kalia, P., & Paul, J. (2021). E-Service Quality and E-Retailers: Attribute-Based Multi-Dimensional Scaling. Computers in Human Behavior, 115, 106608.
  • Khalifa, M., & Liu, V. (2007). Online Consumer Retention: Contingent Effects of Online Shopping Habit and Online Shopping Experience. European Journal of Information Systems, 16(6), 780-792.
  • Koufteros, X., Droge, C., Heim, G., Massad, N., & Vickery, S. K. (2014). Encounter Satisfaction ın E‐Tailing: Are the Relationships of Order Fulfillment Service Quality with ıts Antecedents and Consequences Moderated by Historical Satisfaction? Decision Sciences, 45(1), 5-48.
  • Landers, T. L., Cole, M. H., Walker, B., & Kirk, R. W. (2000). The Virtual Warehousing Concept. Transportation Research Part E: Logistics and Transportation Review, 36(2), 115-126.
  • Lin, H. H., Wang, Y. S., & Chang, L. K. (2011). Consumer Responses to Online Retailer's Service Recovery after a Service Failure. Managing Service Quality: An International Journal.
  • Marchet, G., Perego, A., & Perotti, S. (2009). An Exploratory Study of ICT Adoption in the Italian Freight Transportation Industry. International Journal of Physical Distribution & Logistics Management.
  • Matopoulos, A., Vlachopoulou, M., & Manthou, V. (2007). Exploring the Impact of E-Business Adoption on Logistics Processes: Empirical Evidence from the Food Industry. International Journal of Logistics, 10(2), 109-122.
  • Mittal, V., & Kamakura, W. A. (2001). Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics. Journal of Marketing Research, 38(1), 131-142.
  • Murfield, M., Boone, C. A., Rutner, P., & Thomas, R. (2017). Investigating Logistics Service Quality in Omni-Channel Retailing. International Journal of Physical Distribution & Logistics Management.
  • Orhan, O. Z. (2014). Dünyada ve Türkiye'de Lojistik Sektörünün Gelişimi. İstanbul Gelişim Üniversitesi Yayınları.
  • Parasuraman, A., Zeithaml, VA ve Berry, L. (1988). SERVQUAL: Tüketicilerin Hizmet Kalitesi Algılarını Ölçmek İçin Çok Maddeli Bir Ölçek. 1988, 64 (1), 12-40.
  • Parasuraman, A., Berry, LL ve Zeithaml, VA (1991). Müşterinin Hizmet Beklentilerini Anlamak. Sloan Yönetim İncelemesi, 32 (3), 39-48.
  • Parasuraman, A., Zeithaml, VA ve Malhotra, A. (2005). ES-QUAL: Elektronik Hizmet Kalitesini Değerlendirmek İçin Çok Maddeli Bir Ölçek. Hizmet araştırması dergisi, 7 (3), 213-233.
  • Prelec, D., & Loewenstein, G. (1998). The Red and the Black: Mental Accounting of Savings and Debt. Marketing Science, 17(1), 4-28.
  • Rao, S., Rabinovich, E., & Raju, D. (2014). The Role of Physical Distribution Services as Determinants of Product Returns in Internet Retailing. Journal of Operations Management, 32(6), 295-312.
  • Rose, S., Clark, M., Samouel, P., & Hair, N. (2012). Online Customer Experience in E-Retailing: An Empirical Model of Antecedents and Outcomes. Journal of Retailing, 88(2), 308-322.
  • Runnemark, E., Hedman, J., & Xiao, X. (2015). Do Consumers Pay More Using Debit Cards Than Cash? Electronic Commerce Research and Applications, 14(5), 285-291.
  • Soh, K. L., Chin, S. H., & Wong, W. P. (2015). A Theoretical Model to Investigate Customer Loyalty on Logistics Service Providers for Sustainable Business Performance. International Journal of Business Performance and Supply Chain Modelling, 7(3), 212-232.
  • Soman, D. (2003). The Effect of Payment Transparency on Consumption: Quasi-Experiments from the Field. Marketing Letters, 14(3), 173-183.
  • Taşkın, E., & Durmaz, Y. (2015). Lojistik Faaliyetler Hizmet Kalitesi ve Müşteri Değeri. Detay Yayıncılık, Ankara.
  • Theodosiou, M., Katsikea, E., Samiee, S., & Makri, K. (2019). A Comparison of Formative versus Reflective Approaches for the Measurement of Electronic Service Quality. Journal of Interactive Marketing, 47, 53-67.
  • Türkmen, M. A., & Sarıcan, M. A. (2016). E-Lojistikte Kritik Faktörlerin Belirlenmesi: Türkiye’deki E-Lojistik Uygulamaları. Pamukkale Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, (26), 278-298.
  • Xu M., Tang W. ve Zhou C. (2019). Procurement Strategies Of E-Retailers Under Different Logistics Distributions with Quality- And Service-Dependent Demand. Electronic Commerce Research and Applications 35, 1-16.
  • Yang Z., Jun M. ve Peterson R.T. (2004). Measuring customer perceived online service quality Scale development and managerial implications. International Journal of Operations & Production Management24 (11) 1149-1174.
  • Yang Y., Humphreys P. ve McIvor R. (2006). Business Service Quality in an E-Commerce Environment. Supply Chain Management: An International Journal 11 (3) 195–201.
  • Yıldız, B (2020). E-Ticaret Lojistik Hizmet Kalitesinin Güven, Memnuniyet ve Sadakat Üzerindeki Etkisi, Giresun Üniversitesi İktisadi ve İdari Bilimler Dergisi, 6(1), 38-61.

E-Lojistik Uygulamalarında E-Hizmet Kalitesinin, Alışveriş Memnuniyeti, Ödeme Seçenekleri ve Yeniden Satın Alma Niyeti Üzerindeki Etkileri

Yıl 2022, Cilt: 23 Sayı: 3, 672 - 689, 24.07.2022

Mevhibe Türkmen , Mert Anıl Sarıcan

https://doi.org/10.37880/cumuiibf.1086622
Cited By: 1

Öz

Günümüzün değişen iktisadi ve sosyal yapısı içerisinde rekabet avantajı elde etmek amacıyla işletmeler farklı metotlar incelemeye ve bu metotları kullanmaya başlamışlardır. Bu amaç doğrultusunda, işletmelerin başarıya ulaşabilmesi için kaynaklarını etkin ve verimli kullanması gerekmektedir. Bu noktada, işletmelerin verimliliklerini devam ettirebilmeleri için lojistik bilişim sistemlerine geçmeleri artık bir zorunluluk haline gelmiştir. Bu açıdan, araştırmanın temel konusu olan e-lojistik uygulamalarında e-hizmet kalitesinin, alışveriş memnuniyeti, yeniden satın alma niyeti ve ödeme seçenekleri üzerindeki etkisi bir model oluşturularak ölçülmeye çalışılmıştır. Çalışmanın ilk aşamasında; çalışmanın örnekleme tekniği ve veri toplama yöntemleri ile ilgili bir araştırma metodolojisi sunulmaktadır. Çalışmanın metodolojisi oluşturulduktan sonra araştırma ile ilgili istatistiksel analizler sunulmuş, teorik ve yönetsel çıkarımlar tartışılmıştır. Ayrıca çalışma kapsamında oluşturulan model, yapısal eşitlik modeli ile analiz edilmiş ve oluşturulan modelin geçerli bir model olduğu kanıtlanmaya çalışılmıştır. Modelin yapısal olarak uyumlu olduğu, veriler neticesinde anlaşıldıktan sonra çalışma bünyesinde oluşturulan hipotezler test edilmiştir. Çalışma kapsamında elde edilen hipotez sonuçları ve bulgulara göre; e-lojistik uygulamalarında hizmet kalitesinin alışveriş memnuniyetini olumlu ve anlamlı bir şekilde etkilediği tespit edilmiştir. Ayrıca alışveriş memnuniyeti ölçeği, yeniden satın alma ölçeğini olumlu ve anlamlı bir şekilde etkilemektedir. Buradan tüketicilerin gözünde hizmet kalitesinin artmasının alışveriş memnuniyetini beraberinde getirdiğini ve bunun sonucunda tüketicilerin ürünü veya hizmeti tekrar satın alma eğiliminde olduğunu varsaymak mümkündür.

Anahtar Kelimeler

E-Lojistik E-Ticaret E-Hizmet Kalitesi E-Perakendeci E-Platform

Kaynakça

  • Boden, J., Maier, E., & Wilken, R. (2020). The Effect of Credit Card versus Mobile Payment on Convenience and Consumers’ Willingness to Pay. Journal of Retailing and Consumer Services, 52, 101910.
  • Coşkun, R., Altunışık, R., & Yıldırım, E. (2017). Sosyal Bilimlerde Araştırma Yöntemleri SPSS Uygulamalı, Sakarya Yayıncılık, Güncellenmiş 9. Baskı, Sakarya.
  • Deng, Z., Lu, Y., Wei, K. K., & Zhang, J. (2010). Understanding Customer Satisfaction and Loyalty: An Empirical Study of Mobile Instant Messages in China. International Journal of Information Management, 30(4), 289-300.
  • Disney, S. M., Naim, M. M., & Potter, A. (2004). Assessing the Impact of E-Business on Supply Chain Dynamics. International Journal of Production Economics, 89(2), 109-118.
  • Evangelista, P., & Sweeney, E. (2006). Technology Usage İn the Supply Chain: The Case of Small 3Pls. The International Journal of Logistics Management.
  • Faqih, K. M. (2016). An Empirical Analysis of Factors Predicting the Behavioral Intention To Adopt Internet Shopping Technology Among Non-Shoppers In A Developing Country Context: Does Gender Matter? Journal of Retailing and Consumer Services, 30, 140-164.
  • Gafeeva, R., Hoelzl, E., & Roschk, H. (2018). What Else Can Your Payment Card Do? Multifunctionality Of Payment Modes Can Reduce Payment Transparency. Marketing Letters, 29(1), 61-72.
  • Greenacre, L., & Akbar, S. (2019). The Impact of Payment Method on Shopping Behavior among Low Income Consumers. Journal of Retailing and Consumer Services, 47, 87-93.
  • Gudmundsson, S. V., & Walczuck, R. (1999). The Development of Electronic Markets in Logistics. The International Journal of Logistics Management, 10(2), 99-113.
  • Hawk, S. (2004). A Comparison of B2C E-Commerce in Developing Countries. Electronic Commerce Research, 4(3), 181-199.
  • Heizer, J., Render, B. ve Munson, C. (2017). Operasyon Yönetimi İlkeleri: Sürdürülebilirlik ve Tedarik Zinciri Yönetimi (Global baskı). Pearson.
  • Huang, E. Y., Lin, S. W., & Fan, Y. C. (2015). MS-QUAL: Mobile Service Quality Measurement. Electronic Commerce Research and Applications, 14(2), 126-142.
  • Jain, N. K., Gajjar, H., Shah, B. J., & Sadh, A. (2015). A Conceptual Framework for Measuring E-Fulfillment Dimensions: A Consumer Perspective. Journal of Internet Commerce, 14(3), 363-383.
  • Jain, N. K., Gajjar, H., & Shah, B. J. (2021). Electronic Logistics Service Quality and Repurchase Intention in E-Tailing: Catalytic Role of Shopping Satisfaction, Payment Options, Gender and Returning Experience. Journal of Retailing and Consumer Services, 59, 102360.
  • Javed, M. K., & Wu, M. (2020). Effects of online retailer after delivery services on repurchase intention: An empirical analysis of customers’ past experience and future confidence with the retailer. Journal of Retailing and Consumer Services, 54, 101942.
  • Kalia, P. (2017). Service Quality Scales in Online Retail: Methodological Issues. International Journal of Operations & Production Management.
  • Kalia, P., & Paul, J. (2021). E-Service Quality and E-Retailers: Attribute-Based Multi-Dimensional Scaling. Computers in Human Behavior, 115, 106608.
  • Khalifa, M., & Liu, V. (2007). Online Consumer Retention: Contingent Effects of Online Shopping Habit and Online Shopping Experience. European Journal of Information Systems, 16(6), 780-792.
  • Koufteros, X., Droge, C., Heim, G., Massad, N., & Vickery, S. K. (2014). Encounter Satisfaction ın E‐Tailing: Are the Relationships of Order Fulfillment Service Quality with ıts Antecedents and Consequences Moderated by Historical Satisfaction? Decision Sciences, 45(1), 5-48.
  • Landers, T. L., Cole, M. H., Walker, B., & Kirk, R. W. (2000). The Virtual Warehousing Concept. Transportation Research Part E: Logistics and Transportation Review, 36(2), 115-126.
  • Lin, H. H., Wang, Y. S., & Chang, L. K. (2011). Consumer Responses to Online Retailer's Service Recovery after a Service Failure. Managing Service Quality: An International Journal.
  • Marchet, G., Perego, A., & Perotti, S. (2009). An Exploratory Study of ICT Adoption in the Italian Freight Transportation Industry. International Journal of Physical Distribution & Logistics Management.
  • Matopoulos, A., Vlachopoulou, M., & Manthou, V. (2007). Exploring the Impact of E-Business Adoption on Logistics Processes: Empirical Evidence from the Food Industry. International Journal of Logistics, 10(2), 109-122.
  • Mittal, V., & Kamakura, W. A. (2001). Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics. Journal of Marketing Research, 38(1), 131-142.
  • Murfield, M., Boone, C. A., Rutner, P., & Thomas, R. (2017). Investigating Logistics Service Quality in Omni-Channel Retailing. International Journal of Physical Distribution & Logistics Management.
  • Orhan, O. Z. (2014). Dünyada ve Türkiye'de Lojistik Sektörünün Gelişimi. İstanbul Gelişim Üniversitesi Yayınları.
  • Parasuraman, A., Zeithaml, VA ve Berry, L. (1988). SERVQUAL: Tüketicilerin Hizmet Kalitesi Algılarını Ölçmek İçin Çok Maddeli Bir Ölçek. 1988, 64 (1), 12-40.
  • Parasuraman, A., Berry, LL ve Zeithaml, VA (1991). Müşterinin Hizmet Beklentilerini Anlamak. Sloan Yönetim İncelemesi, 32 (3), 39-48.
  • Parasuraman, A., Zeithaml, VA ve Malhotra, A. (2005). ES-QUAL: Elektronik Hizmet Kalitesini Değerlendirmek İçin Çok Maddeli Bir Ölçek. Hizmet araştırması dergisi, 7 (3), 213-233.
  • Prelec, D., & Loewenstein, G. (1998). The Red and the Black: Mental Accounting of Savings and Debt. Marketing Science, 17(1), 4-28.
  • Rao, S., Rabinovich, E., & Raju, D. (2014). The Role of Physical Distribution Services as Determinants of Product Returns in Internet Retailing. Journal of Operations Management, 32(6), 295-312.
  • Rose, S., Clark, M., Samouel, P., & Hair, N. (2012). Online Customer Experience in E-Retailing: An Empirical Model of Antecedents and Outcomes. Journal of Retailing, 88(2), 308-322.
  • Runnemark, E., Hedman, J., & Xiao, X. (2015). Do Consumers Pay More Using Debit Cards Than Cash? Electronic Commerce Research and Applications, 14(5), 285-291.
  • Soh, K. L., Chin, S. H., & Wong, W. P. (2015). A Theoretical Model to Investigate Customer Loyalty on Logistics Service Providers for Sustainable Business Performance. International Journal of Business Performance and Supply Chain Modelling, 7(3), 212-232.
  • Soman, D. (2003). The Effect of Payment Transparency on Consumption: Quasi-Experiments from the Field. Marketing Letters, 14(3), 173-183.
  • Taşkın, E., & Durmaz, Y. (2015). Lojistik Faaliyetler Hizmet Kalitesi ve Müşteri Değeri. Detay Yayıncılık, Ankara.
  • Theodosiou, M., Katsikea, E., Samiee, S., & Makri, K. (2019). A Comparison of Formative versus Reflective Approaches for the Measurement of Electronic Service Quality. Journal of Interactive Marketing, 47, 53-67.
  • Türkmen, M. A., & Sarıcan, M. A. (2016). E-Lojistikte Kritik Faktörlerin Belirlenmesi: Türkiye’deki E-Lojistik Uygulamaları. Pamukkale Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, (26), 278-298.
  • Xu M., Tang W. ve Zhou C. (2019). Procurement Strategies Of E-Retailers Under Different Logistics Distributions with Quality- And Service-Dependent Demand. Electronic Commerce Research and Applications 35, 1-16.
  • Yang Z., Jun M. ve Peterson R.T. (2004). Measuring customer perceived online service quality Scale development and managerial implications. International Journal of Operations & Production Management24 (11) 1149-1174.
  • Yang Y., Humphreys P. ve McIvor R. (2006). Business Service Quality in an E-Commerce Environment. Supply Chain Management: An International Journal 11 (3) 195–201.
  • Yıldız, B (2020). E-Ticaret Lojistik Hizmet Kalitesinin Güven, Memnuniyet ve Sadakat Üzerindeki Etkisi, Giresun Üniversitesi İktisadi ve İdari Bilimler Dergisi, 6(1), 38-61.
Toplam 42 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular İşletme
Bölüm Makaleler
Yazarlar

Mevhibe Türkmen 0000-0003-2365-6726

Mert Anıl Sarıcan 0000-0002-3696-6574

Erken Görünüm Tarihi 19 Temmuz 2022
Yayımlanma Tarihi 24 Temmuz 2022
Gönderilme Tarihi 12 Mart 2022
Yayımlandığı Sayı Yıl 2022Cilt: 23 Sayı: 3

Kaynak Göster

APA Türkmen, M., & Sarıcan, M. A. (2022). E-Lojistik Uygulamalarında E-Hizmet Kalitesinin, Alışveriş Memnuniyeti, Ödeme Seçenekleri ve Yeniden Satın Alma Niyeti Üzerindeki Etkileri. Cumhuriyet Üniversitesi İktisadi Ve İdari Bilimler Dergisi, 23(3), 672-689. https://doi.org/10.37880/cumuiibf.1086622

Cited By

Çevrim İçi Müşteri Yorumlarını Etkileyen Faktörler Üzerine Keşifsel Bir Çalışma: Trendyol Örneği
Anadolu Üniversitesi Sosyal Bilimler Dergisi
https://doi.org/10.18037/ausbd.1309934
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Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi Creative Commons Atıf-GayriTicari 4.0 Uluslararası Lisansı (CC BY NC) ile lisanslanmıştır.