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Journals / Dumlupınar Üniversitesi Sosyal Bilimler Dergisi / 2012 / Cilt: 0 - Sayı: 33

According to e-service quality, evaluated virtual shopping sites

E-hizmet kalitesine göre sanal alış veriş sitelerinin değerlendirilmesi

Mine ŞENEL
Bilgin ŞENEL
EREN Gülten GÜMÜŞTEKİN
Pages
85–100
Publication Date
2022-10-11
DOI
—
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AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

Being reliable of company operates on web base and believing of customers knowledge protected by company have been determined to increase use of sites.

📌 3 Key Takeaways

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Objective & Hypothesis:In this study, E-Service Quality Scale, developed by Parasuraman (2004), has been given to evaluated by 415 clients who made shopping from company selling electronic device operates in five big cities of Turkey (İstanbul, Ankara, İzmir, Antalya, Eskişehir) and from virtual organizations at least three times.
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Key Findings & Data:Obtained data has been defuzzyfied by fuzzy logic and has been emerging.
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Conclusion & Impact:Being reliable of company operates on web base and believing of customers knowledge protected by company have been determined to increase use of sites.
🔬Design:Research Article
📍Scope:2004 Verileri
⚙️Variables:Domain Parameters

Abstract

In this study, E-Service Quality Scale, developed by Parasuraman (2004), has been given to evaluated by 415 clients who made shopping from company selling electronic device operates in five big cities of Turkey (İstanbul, Ankara, İzmir, Antalya, Eskişehir) and from virtual organizations at least three times. Obtained data has been defuzzyfied by fuzzy logic and has been emerging. After the data obtained was defuzzyfied by fuzzy logic theory, the defuzzyfied data has been applied to reliability and factor analysis. Then, comparisons has been performed among E-Service Quality of gittigidiyor.com E-Bay.com and hepsiburada.com settled the most commonly used as a shopping sites by measurement method based on space. The comparisons have been showed that ranking according to E-Service Quality and the most commonly used sites has been found same. In addition, the study,has been investigated which effective dimensions of E-Service Quality belonging to the most preferred three-sites and Privacy dimension has been determined to be very important. Being reliable of company operates on web base and believing of customers knowledge protected by company have been determined to increase use of sites.

Özet

Bu çalışmada, Türkiye’deki beş büyük ilde (İstanbul, Ankara, İzmir, Antalya, Eskişehir) faaliyet gösteren elektronik eşya satan mağazalardan alış veriş yapan ve en az üç kez sanal alış veriş sitelerinden alış veriş yapmış olan 415 adet müşteriye Parasuraman’ın (2004) geliştirmiş olduğu E-Hizmet kalitesi ölçeği verilerek en çok kullandıkları siteleri değerlendirmeleri istenmiştir. Elde edilen veriler, bulanık mantık teoremi ile durulaştırıldı ve güvenirlik Analizine ve faktör analizine tabi tutuldu. Daha sonra, boşluk temeline dayalı ölçüm yöntemi ile en çok kullanıldığı tespit edilen gittigidiyor.com, E-Bay.com ve hepsiburada.com alış veriş sitelerinin E-Hizmet kaliteleri arasında karşılaştırmalar yapıldı. Karşılaştırmalar E-Hizmet Kalitesine göre yapılan sıralamanın en çok tercih edilen site sıralamasıyla aynı olduğunu gösterdi. Ek olarak çalışmada, en çok tercih edilen üç sitenin E-Hizmet Kalitesinin hangi boyutlarındaki farklılığın en çok tercih edilen site olmasında etkili olduğu araştırıldı ve Gizlilik boyutunun çok önemli olduğu belirlendi. Müşteriler web tabanında işlem gören firmaların güvenilir olması ve kendi bilgilerinin korunacağına inanmalarının sitelerin kullanımını arttıracağı bu çalışma ile ortaya konulmuştur.

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Cite This Article

ŞENEL, M., ŞENEL, B., GÜMÜŞTEKİN, E. G. (2022). According to e-service quality, evaluated virtual shopping sites. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, Cilt: 0 - Sayı: 33, 85–100. https://ajindex.com/articles/493241

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