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

Güneş Sipahi

EN TR

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

Abstract

Due to the model of consumption development and innovations in technology, e-commerce is preferred by more customers every day. As a result, many businesses have begun to operate in the field of e-commerce, and competition has increased. The goal of this article is to investigate the role of logistics service quality as a moderator in the relationship between customer satisfaction and customer loyalty. The study examined data collected from 146 participants via an online survey via convenience sampling. The research model was analyzed using partial least squares path analysis (PLS-SEM) According to the study's findings, all dimensions of customer satisfaction and logistics service quality positively affect attitudinal commitment, and information quality and responsiveness, which are dimensions of logistics service quality, play a partial mediation role between satisfaction and loyalty

Keywords

Etik Beyan

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

Kaynakça

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Ayrıntılar

Birincil Dil

Türkçe

Konular

Kalite Yönetimi

Bölüm

Araştırma Makalesi

Yazarlar

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

Yayımlanma Tarihi

19 Nisan 2024

Gönderilme Tarihi

29 Eylül 2023

Kabul Tarihi

19 Ocak 2024

Yayımlandığı Sayı

Yıl 1970 Cilt: 9 Sayı: 1

IZ

https://izlik.org/JA78DK42JJ

Kaynak Göster

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