E-service quality and e-recovery service quality: Effects on value perceptions and loyalty intentions
| dc.contributor.author | Zehir, Cemal | |
| dc.contributor.author | Nacikara, Elif | |
| dc.date.accessioned | 2020-07-16T09:15:19Z | |
| dc.date.available | 2020-07-16T09:15:19Z | |
| dc.date.issued | 2016 | |
| dc.department | İstanbul Medipol Üniversitesi, İşletme ve Yönetim Bilimleri Fakültesi, İşletme Bölümü | |
| dc.description.abstract | With the raise of internet retailing, service quality of e-retailers has been recognized as an important factor in determining success levels of e-commerce ventures. New shopping habits resulted in a growing number of studies about customer satisfaction, trust, acceptance, service quality, customer perceptions and customer loyalty. Our paper examines the above-mentioned topic in Turkish e-business context. We applied our survey to 645 customers using the most popular 10 online retailers in Turkey, with the aim of understanding relationships between E-Service Quality, Perceived Value, Recovery Service Experiences and Loyalty intentions. We wanted to see the effects of recovery services during nonroutine encounters of customers with the sites as well as e- service quality’s effects on routine encounters. According to the results of our study, we can infer that there is a strong relationship between E-service Quality and Loyalty Intentions and Perceived Value act as a mediator between them. | |
| dc.description.sponsorship | Yildiz Technical University Gebze Technical University Istanbul Technical University | en_US |
| dc.identifier.citation | Zehir, C. ve Narcikara, E. (2016). E-service quality and e-recovery service quality: Effects on value perceptions and loyalty intentions. 5th International Conference on Leadership, Technology, Innovation and Business Management içinde (427-443. ss.). Istanbul, Turkey, December 10-12, 2015. https://dx.doi.org/10.1016/j.sbspro.2016.07.153 | |
| dc.identifier.doi | 10.1016/j.sbspro.2016.07.153 | |
| dc.identifier.endpage | 443 | |
| dc.identifier.startpage | 427 | |
| dc.identifier.uri | https://dx.doi.org/10.1016/j.sbspro.2016.07.153 | |
| dc.identifier.uri | https://hdl.handle.net/20.500.12511/5511 | |
| dc.identifier.volume | 229 | |
| dc.identifier.wosquality | N/A | |
| dc.indekslendigikaynak | Web of Science | |
| dc.language.iso | en | |
| dc.publisher | Elsevier Science | |
| dc.relation.ispartof | 5th International Conference on Leadership, Technology, Innovation and Business Management | en_US |
| dc.relation.publicationcategory | Konferans Öğesi - Uluslararası - Kurum Öğretim Elemanı | |
| dc.rights | Attribution-NonCommercial-NoDerivatives 4.0 International | * |
| dc.rights | info:eu-repo/semantics/openAccess | |
| dc.rights.uri | https://creativecommons.org/licenses/by-nc-nd/4.0/ | * |
| dc.subject | E- Service Quality | |
| dc.subject | E- Recovery Service Quality | |
| dc.subject | Perceived Value | |
| dc.subject | Loyalty Intention | |
| dc.title | E-service quality and e-recovery service quality: Effects on value perceptions and loyalty intentions | |
| dc.type | Conference Object |
