E-service quality and e-recovery service quality: Effects on value perceptions and loyalty intentions
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CitationZehir, 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
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.
Source5th International Conference on Leadership, Technology, Innovation and Business Management
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