E-TİCARETTE MÜŞTERİ MEMNUNİYETİNİN MÜŞTERİ BAĞLILIĞINA ETKİSİNDE LOJİSTİK HİZMET KALİTESİNİN ARACILIK ROLÜ

Güneş Sipahi

EN TR

E-TİCARETTE MÜŞTERİ MEMNUNİYETİNİN MÜŞTERİ BAĞLILIĞINA ETKİSİNDE LOJİSTİK HİZMET KALİTESİNİN ARACILIK ROLÜ

Öz

Tüketim alışkanlıklarının değişmesi, teknolojideki yenilikler nedeni ile e-ticaret her geçen gün daha fazla müşteri tarafından tercih edilmektedir. Bu nedenle birçok şirket e-ticaret alanında faaliyet göstermeye başlamış ve bu alandaki rekabet artmıştır. Bu makalenin amacı, müşteri memnuniyeti ile müşteri bağlılığı arasındaki ilişkide lojistik hizmet kalitesinin aracı rolünü incelemektedir. Çalışmada 146 katılımcıdan kolayda örnkeleme yoluyla çevrimiçi anket ile toplanan veriler incelenmiştir. Modelin testi için kısmi en küçük kareler yol analizi (PSL-SEM) kullanılmıştır. Çalışmanın sonuçlarına göre müşteri memnuniyetinin ve lojistik hizmet kalitesinin tüm boyutlarının tutumsal bağlılığı poztif yönde etkilediği, lojistik hizmet kalitesi boyutlarından bilgi kalitesi ve cevap verebilirliğin memnuniyet ve bağlılık arasında kısmi aracılık rolü olduğu görülmüştür

Anahtar Kelimeler

Ethical Statement

Aydın Adnan Menderes Üniversitesi Sosyal Bilimler Enstitüsün'den 01.06.2022 yılı ve 9 nolu karar ile etik kurul raporu alınmıştır.

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Details

Primary Language

Turkish

Subjects

Quality Management

Journal Section

Research Article

Authors

Güneş Sipahi ^*
0000-0002-6414-5618
Türkiye

Publication Date

April 19, 2024

Submission Date

September 29, 2023

Acceptance Date

January 19, 2024

Published in Issue

Year 2024 Volume: 9 Number: 1

IZ

https://izlik.org/JA78DK42JJ

Cite

RIS / Bibtex

APA

Sipahi, G. (2024). E-TİCARETTE MÜŞTERİ MEMNUNİYETİNİN MÜŞTERİ BAĞLILIĞINA ETKİSİNDE LOJİSTİK HİZMET KALİTESİNİN ARACILIK ROLÜ. Türk Sosyal Bilimler Araştırmaları Dergisi, 9(1), 17-34. https://izlik.org/JA78DK42JJ

E-TİCARETTE MÜŞTERİ MEMNUNİYETİNİN MÜŞTERİ BAĞLILIĞINA ETKİSİNDE LOJİSTİK HİZMET KALİTESİNİN ARACILIK ROLÜ

MEDIATING ROLE OF LOGISTICS SERVICE QUALITY IN THE EFFECT OF CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN E-COMMERCE

Abstract

Keywords

E-TİCARETTE MÜŞTERİ MEMNUNİYETİNİN MÜŞTERİ BAĞLILIĞINA ETKİSİNDE LOJİSTİK HİZMET KALİTESİNİN ARACILIK ROLÜ

Öz

Anahtar Kelimeler

Ethical Statement

References

Details

Primary Language

Subjects

Journal Section

Authors

Publication Date

Submission Date

Acceptance Date

Published in Issue

IZ

Cite