“E-hizmet Uygulamalarında Kalite Algısı E-memnuniyet ve E-sadakat Kavramlarının Kültürel Farklılıklara Göre İncelenmesi: İngiltere ve Türkiye Örneği”

Year 2021, Volume: 5 Issue: 1, 1 - 23, 26.07.2021

Türkan Akıskalı , Olgun Kitapçı

Abstract

Amaç: Bu çalışmanın amacı, Türk ve İngiliz tüketicilerin e-hizmet kalitesi algılarını genel e-hizmet kalitesi, e-memnuniyet ve e-sadakat ile karşılaştırarak, uluslararası e-ticaretin genişlemesiyle ilgili kültürel farklılıkları anlamaktır.
Tasarım/Metodoloji/Yaklaşım: Çalışmanın verileri Türkiye ve İngiltere’deki Amazon.com online alışveriş sitesinden alışveriş deneyimi olan internet kullanıcılarından toplandı. Veri analizi için toplam 1233 anket kullanılabilir kabul edildi. Kavramsal modeli test etmek için YEM analizi ve hipotezlerin testi için yol analizi kullanılmıştır.
Bulgular: Verimlilik, gizlilik ve çözüm bulma boyutlarının hem Türkiye hem de İngiltere’deki kullanıcılar için genel e-hizmet kalitesi üzerinde etkisi bulunmaktadır. Türkiye örneklemi için e-hizmet kalitesi boyutlarının herhangi birinin e-memnuniyeti üzerinde etkisi olmazken, İngiltere örnekleminde ise iletişimin e-memnuniyet üzerinde etkisi olduğu belirlenmiştir. Genel e-hizmet ve e-memnuniyet arasındaki ilişkiler iki ülke arasında pozitif yönde anlamlı olmuştur.
Pratik Uygulamalar: Türkiye ve İngiltere’den katılımcılarla oluşturulan veri setini kullanan bu çalışma, kültürlerarası algıları karşılaştırmıştır. Genel e-hizmet kalitesi ve e-memnuniyet oluşturmada önemli olan e-hizmet kalitesi boyutlarını incelemiştir. Çalışmada belirlenen boyutlar e-hizmet deneyiminin tam bir değerlendirmesine dayanmaktadır. E-perakendeciler hizmet performanslarını küresel olarak genişletmeyi planladıklarında bu çalışmada tanımlanan boyutları kullanabilir.
Özgünlük: Bu çalışma kültürel olarak iki farklı ülke; Türkiye ve gelişmiş ülke olan İngiltere’deki tüketicilerin e-hizmet kalitesini nasıl algıladıklarını ortaya koyan ilk çalışmadır

Keywords

E-hizmet, e-memnuniyet, e-sadakat, e-ticaret, Türkiye, İngiltere

References

• KAYNAKÇA Akbar, M. M. ve Parvez, N. (2009). “Impact of Service Quality, Trust and Customer Satisfaction on Customers Loyalty”. Abac Journal, 29(1): 24-38.
• KAYNAKÇA Akbar, M. M. ve Parvez, N. (2009). “Impact of Service Quality, Trust and Customer Satisfaction on Customers Loyalty”. Abac Journal, 29(1): 24-38.
• KAYNAKÇA Akbar, M. M. ve Parvez, N. (2009). “Impact of Service Quality, Trust and Customer Satisfaction on Customers Loyalty”. Abac Journal, 29(1): 24-38.
• Akinci S., Aksoy Ş. ve Atilgan E. (2004), “Adoption of Internet Banking Among Sophisticated Consumer Segments in an Advanced Developing Country” Journal of International Bank Marketing, 22 (3): 212-232
• Akinci S., Aksoy Ş. ve Atilgan E. (2004), “Adoption of Internet Banking Among Sophisticated Consumer Segments in an Advanced Developing Country” Journal of International Bank Marketing, 22 (3): 212-232
• Akinci S., Aksoy Ş. ve Atilgan E. (2004), “Adoption of Internet Banking Among Sophisticated Consumer Segments in an Advanced Developing Country” Journal of International Bank Marketing, 22 (3): 212-232
• Akın, M. ve Toksarı, M. (2017). “Sanal Mağazacılıkta E-Hizmet Kalitesinin E-Sadakate Etkisi”. İşletme ve İktisat Çalışmaları Dergisi, 5(1): 48-59.
• Akın, M. ve Toksarı, M. (2017). “Sanal Mağazacılıkta E-Hizmet Kalitesinin E-Sadakate Etkisi”. İşletme ve İktisat Çalışmaları Dergisi, 5(1): 48-59.
• Akın, M. ve Toksarı, M. (2017). “Sanal Mağazacılıkta E-Hizmet Kalitesinin E-Sadakate Etkisi”. İşletme ve İktisat Çalışmaları Dergisi, 5(1): 48-59.
• Anderson, E. W., Fornell, C. ve Lehmann, D.R. (1994). “Customer Satisfaction, Market Share and Profitability: from Sweden. Journal of Marketing, 58(3): 53-66.
• Anderson, E. W., Fornell, C. ve Lehmann, D.R. (1994). “Customer Satisfaction, Market Share and Profitability: from Sweden. Journal of Marketing, 58(3): 53-66.
• Anderson, E. W., Fornell, C. ve Lehmann, D.R. (1994). “Customer Satisfaction, Market Share and Profitability: from Sweden. Journal of Marketing, 58(3): 53-66.
• Anderson, R. E. ve Srinivasan, S. S. (2003). “E-Satisfaction and E-Loyalty: A Contingency Framework”. Psychology & Marketing, 20(2): 123-138.
• Anderson, R. E. ve Srinivasan, S. S. (2003). “E-Satisfaction and E-Loyalty: A Contingency Framework”. Psychology & Marketing, 20(2): 123-138.
• Anderson, R. E. ve Srinivasan, S. S. (2003). “E-Satisfaction and E-Loyalty: A Contingency Framework”. Psychology & Marketing, 20(2): 123-138.
• Armağan, E. A. Ve ,Turan, A. H. (2014). “İnternet Üzerinden Alışveriş: Demografik Faktörlerin, Bireysel İhtiyaçların Etkisi Üzerine Ampirik Bir Değerlendirme “. Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi, 28(3): 1-22.
• Armağan, E. A. Ve ,Turan, A. H. (2014). “İnternet Üzerinden Alışveriş: Demografik Faktörlerin, Bireysel İhtiyaçların Etkisi Üzerine Ampirik Bir Değerlendirme “. Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi, 28(3): 1-22.
• Armağan, E. A. Ve ,Turan, A. H. (2014). “İnternet Üzerinden Alışveriş: Demografik Faktörlerin, Bireysel İhtiyaçların Etkisi Üzerine Ampirik Bir Değerlendirme “. Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi, 28(3): 1-22.
• Aydın, K. (2003). Uluslararası ve Küresel Pazarlamada Kültürel Etkiler. Nobel Yayım Dağıtım, İstanbul.
• Aydın, K. (2003). Uluslararası ve Küresel Pazarlamada Kültürel Etkiler. Nobel Yayım Dağıtım, İstanbul.
• Aydın, K. (2003). Uluslararası ve Küresel Pazarlamada Kültürel Etkiler. Nobel Yayım Dağıtım, İstanbul.
• Barnes, S. J. and R. Vidgen (2001), "An Evaluation of Cyber-bookshops: The WebQual method". International Journal Of Electronic Commerce, 6 (1): 11-30.
• Barnes, S. J. and R. Vidgen (2001), "An Evaluation of Cyber-bookshops: The WebQual method". International Journal Of Electronic Commerce, 6 (1): 11-30.
• Barnes, S. J. and R. Vidgen (2001), "An Evaluation of Cyber-bookshops: The WebQual method". International Journal Of Electronic Commerce, 6 (1): 11-30.
• Bauer, H. H., Falk, T., ve Hammerschmidt, M. (2006). “E-Transqual: A Transaction Process- Based Approach for Capturing Service Quality in Online Shopping”. Journal of Business Research, 59(2): 866-875.
• Bauer, H. H., Falk, T., ve Hammerschmidt, M. (2006). “E-Transqual: A Transaction Process- Based Approach for Capturing Service Quality in Online Shopping”. Journal of Business Research, 59(2): 866-875.
• Bauer, H. H., Falk, T., ve Hammerschmidt, M. (2006). “E-Transqual: A Transaction Process- Based Approach for Capturing Service Quality in Online Shopping”. Journal of Business Research, 59(2): 866-875.
• Bernardo, M., Llach, J., Marimon, F. ve Alonso-Almeida, M. M. (2013). “The Balance Of The İmpact Of Quality And Recovery On Satisfaction: The Case Of E-Travel”. Journal of Total Quality Management, 24(12): 139-144.
• Bernardo, M., Llach, J., Marimon, F. ve Alonso-Almeida, M. M. (2013). “The Balance Of The İmpact Of Quality And Recovery On Satisfaction: The Case Of E-Travel”. Journal of Total Quality Management, 24(12): 139-144.
• Bernardo, M., Llach, J., Marimon, F. ve Alonso-Almeida, M. M. (2013). “The Balance Of The İmpact Of Quality And Recovery On Satisfaction: The Case Of E-Travel”. Journal of Total Quality Management, 24(12): 139-144.
• Bozbay, Z., Yaman, Y. ve Özkan, E. (2016). “The Role of Service Quality on Customer Satisfaction in Internet Retailing: A Comparative Study of Apparel and Book Industries”. Journal of Transportation and Logistics, 1(1): 20-38.
• Bozbay, Z., Yaman, Y. ve Özkan, E. (2016). “The Role of Service Quality on Customer Satisfaction in Internet Retailing: A Comparative Study of Apparel and Book Industries”. Journal of Transportation and Logistics, 1(1): 20-38.
• Bozbay, Z., Yaman, Y. ve Özkan, E. (2016). “The Role of Service Quality on Customer Satisfaction in Internet Retailing: A Comparative Study of Apparel and Book Industries”. Journal of Transportation and Logistics, 1(1): 20-38.
• Brady, M. K. ve Cronin Jr, J. J. (2001). “Some New Thoughts on Conceptualizing Percevied Service Quality: A Hierarchical Approach”. Journal of Marketing, 65(3): 32-49.
• Brady, M. K. ve Cronin Jr, J. J. (2001). “Some New Thoughts on Conceptualizing Percevied Service Quality: A Hierarchical Approach”. Journal of Marketing, 65(3): 32-49.
• Brady, M. K. ve Cronin Jr, J. J. (2001). “Some New Thoughts on Conceptualizing Percevied Service Quality: A Hierarchical Approach”. Journal of Marketing, 65(3): 32-49.
• Brislin, R.W., Lonner, W.J. ve R.M. Thorndike (1973). Cross Cultural Research Methods. John Willey ve Sons Pub, New York.
• Brislin, R.W., Lonner, W.J. ve R.M. Thorndike (1973). Cross Cultural Research Methods. John Willey ve Sons Pub, New York.
• Brislin, R.W., Lonner, W.J. ve R.M. Thorndike (1973). Cross Cultural Research Methods. John Willey ve Sons Pub, New York.
• Carman, J. M. (1990). “Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions”. Journal of Retailing, 66(1): 33–55.
• Carman, J. M. (1990). “Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions”. Journal of Retailing, 66(1): 33–55.
• Carman, J. M. (1990). “Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions”. Journal of Retailing, 66(1): 33–55.
• Chen, K. C. and D. C. Yen (2004), “Improving the Quality of Online Presence Through Interactivity”. Information & Management, 42 (1): 217-226.
• Chen, K. C. and D. C. Yen (2004), “Improving the Quality of Online Presence Through Interactivity”. Information & Management, 42 (1): 217-226.
• Chen, K. C. and D. C. Yen (2004), “Improving the Quality of Online Presence Through Interactivity”. Information & Management, 42 (1): 217-226.
• Chiu, C. M., Linb, H. Y., Sunc, S. Y. ve Hsu, M. H. (2009). “Understanding Customers’ Loyalty Intentions Towards Online Shopping: An Integration of Technology Acceptance Model and Fairness Theory”. Behaviour & Information Technology, 28(4): 347-360.
• Chiu, C. M., Linb, H. Y., Sunc, S. Y. ve Hsu, M. H. (2009). “Understanding Customers’ Loyalty Intentions Towards Online Shopping: An Integration of Technology Acceptance Model and Fairness Theory”. Behaviour & Information Technology, 28(4): 347-360.
• Chiu, C. M., Linb, H. Y., Sunc, S. Y. ve Hsu, M. H. (2009). “Understanding Customers’ Loyalty Intentions Towards Online Shopping: An Integration of Technology Acceptance Model and Fairness Theory”. Behaviour & Information Technology, 28(4): 347-360.
• Collier, J. E., ve Bienstock, C. C. (2006). “Measuring Service Quality in E-Retailing”. Journal of service research, 8(3): 260-275.
• Collier, J. E., ve Bienstock, C. C. (2006). “Measuring Service Quality in E-Retailing”. Journal of service research, 8(3): 260-275.
• Collier, J. E., ve Bienstock, C. C. (2006). “Measuring Service Quality in E-Retailing”. Journal of service research, 8(3): 260-275.
• Cristobal, E., Flavián, C. ve Guinalíu, M. (2007). “Perceived e-Service Quality (PeSQ): Measurement Validation and Effects on Consumer Satisfaction and Web Site Loyalty”. Managing Service Quality, 17(3): 317–340.
• Cristobal, E., Flavián, C. ve Guinalíu, M. (2007). “Perceived e-Service Quality (PeSQ): Measurement Validation and Effects on Consumer Satisfaction and Web Site Loyalty”. Managing Service Quality, 17(3): 317–340.
• Cristobal, E., Flavián, C. ve Guinalíu, M. (2007). “Perceived e-Service Quality (PeSQ): Measurement Validation and Effects on Consumer Satisfaction and Web Site Loyalty”. Managing Service Quality, 17(3): 317–340.
• Cronin, J. Joseph Jr, ve Taylor, S. A. (1992), “Measuring Services Quality”. Journal of Marketing, 56(3): 55–68.
• Cronin, J. Joseph Jr, ve Taylor, S. A. (1992), “Measuring Services Quality”. Journal of Marketing, 56(3): 55–68.
• Cronin, J. Joseph Jr, ve Taylor, S. A. (1992), “Measuring Services Quality”. Journal of Marketing, 56(3): 55–68.
• Cyr, D. (2008). “Modeling web site design across cultures: Relationships to trust, satisfaction, and E-Loyalty”. Journal of Management Information Systems, 24(4):47–72.
• Cyr, D. (2008). “Modeling web site design across cultures: Relationships to trust, satisfaction, and E-Loyalty”. Journal of Management Information Systems, 24(4):47–72.
• Cyr, D. (2008). “Modeling web site design across cultures: Relationships to trust, satisfaction, and E-Loyalty”. Journal of Management Information Systems, 24(4):47–72.
• Dinev, T., Bellotto, M., Hart, P., Colautti, C., Russo, V., & Serra, I. (2005). Privacy trade-off factors in e-commerce - A study of Italy and the United States. Academy of Management 2005 Annual Meeting: A New Vision of Management in the 21st Century, AOM 2005.
• Dinev, T., Bellotto, M., Hart, P., Colautti, C., Russo, V., & Serra, I. (2005). Privacy trade-off factors in e-commerce - A study of Italy and the United States. Academy of Management 2005 Annual Meeting: A New Vision of Management in the 21st Century, AOM 2005.
• Dinev, T., Bellotto, M., Hart, P., Colautti, C., Russo, V., & Serra, I. (2005). Privacy trade-off factors in e-commerce - A study of Italy and the United States. Academy of Management 2005 Annual Meeting: A New Vision of Management in the 21st Century, AOM 2005.
• Dörtyol İ.T., Varinli İ., Kitapci O., "Algılanan Hizmet Kalitesi, Algılanan Müşteri Değeri Ve Davranışsal Eğilimler Üzerinde Ulusal Kültür Etkisi: Antalya'Da Bir Uygulama / The Effect Of National Culture On Perceived Service Quality, Perceived Customer Value And Behavioral Trends Case Of Antalya", Verimlilik Dergisi, ss.73-111, 2014
• Dörtyol İ.T., Varinli İ., Kitapci O., "Algılanan Hizmet Kalitesi, Algılanan Müşteri Değeri Ve Davranışsal Eğilimler Üzerinde Ulusal Kültür Etkisi: Antalya'Da Bir Uygulama / The Effect Of National Culture On Perceived Service Quality, Perceived Customer Value And Behavioral Trends Case Of Antalya", Verimlilik Dergisi, ss.73-111, 2014
• Dörtyol İ.T., Varinli İ., Kitapci O., "Algılanan Hizmet Kalitesi, Algılanan Müşteri Değeri Ve Davranışsal Eğilimler Üzerinde Ulusal Kültür Etkisi: Antalya'Da Bir Uygulama / The Effect Of National Culture On Perceived Service Quality, Perceived Customer Value And Behavioral Trends Case Of Antalya", Verimlilik Dergisi, ss.73-111, 2014
• Düger, Y. S. (2017). “Online Alışverişte Hizmet Kalitesinin ve Algınan Değerin Müşteri Memnuniyeti ile Tekrar Satın Alma Niyeti Üzerindeki Etkisi”. Journal of International Social Research, 10 (54): 819-826.
• Düger, Y. S. (2017). “Online Alışverişte Hizmet Kalitesinin ve Algınan Değerin Müşteri Memnuniyeti ile Tekrar Satın Alma Niyeti Üzerindeki Etkisi”. Journal of International Social Research, 10 (54): 819-826.
• Düger, Y. S. (2017). “Online Alışverişte Hizmet Kalitesinin ve Algınan Değerin Müşteri Memnuniyeti ile Tekrar Satın Alma Niyeti Üzerindeki Etkisi”. Journal of International Social Research, 10 (54): 819-826.
• Evanschitzky, H., Iyer, G. R., Hesse, J. ve Ahlert, D. (2004). “E-satisfaction: a Reexamination”. Journal of Retailing, 80(3): 239-247.
• Evanschitzky, H., Iyer, G. R., Hesse, J. ve Ahlert, D. (2004). “E-satisfaction: a Reexamination”. Journal of Retailing, 80(3): 239-247.
• Evanschitzky, H., Iyer, G. R., Hesse, J. ve Ahlert, D. (2004). “E-satisfaction: a Reexamination”. Journal of Retailing, 80(3): 239-247.
• Everard, A. ve Galletta, D. F. (2005). “How Presentation Flaws Affect Perceived Site Quality, Trust, and Intention to Purchase from an Online Store”. Journal of Management Information Systems, 22(3): 56–95.
• Everard, A. ve Galletta, D. F. (2005). “How Presentation Flaws Affect Perceived Site Quality, Trust, and Intention to Purchase from an Online Store”. Journal of Management Information Systems, 22(3): 56–95.
• Everard, A. ve Galletta, D. F. (2005). “How Presentation Flaws Affect Perceived Site Quality, Trust, and Intention to Purchase from an Online Store”. Journal of Management Information Systems, 22(3): 56–95.
• Francis, J. E. ve White, L. (2002a). “PIRQUAL: A Scale for Measuring Customer Expectations and Perceptions of Quality in Internet Retailing” American Marketing Associtiation Winter Educators’ Conference: Marketing Theory and Applications. Mart 2002, Louisiana, 263-270
• Francis, J. E. ve White, L. (2002a). “PIRQUAL: A Scale for Measuring Customer Expectations and Perceptions of Quality in Internet Retailing” American Marketing Associtiation Winter Educators’ Conference: Marketing Theory and Applications. Mart 2002, Louisiana, 263-270
• Francis, J. E. ve White, L. (2002a). “PIRQUAL: A Scale for Measuring Customer Expectations and Perceptions of Quality in Internet Retailing” American Marketing Associtiation Winter Educators’ Conference: Marketing Theory and Applications. Mart 2002, Louisiana, 263-270
• George, A. ve Kumar, G. S. (2014). “Impact Of Service Quality Dimensions İn İnternet Banking On Customer Satisfaction”. Decision, 41(1): 73-85.
• George, A. ve Kumar, G. S. (2014). “Impact Of Service Quality Dimensions İn İnternet Banking On Customer Satisfaction”. Decision, 41(1): 73-85.
• George, A. ve Kumar, G. S. (2014). “Impact Of Service Quality Dimensions İn İnternet Banking On Customer Satisfaction”. Decision, 41(1): 73-85.
• Gommans, M., Krishnan, K. S., ve Scheffold, K. B. (2001). From Brand Loyalty to E- Loyalty: A conceptual framework. Journal of Economic and Social research, 3(1): 43-58
• Gommans, M., Krishnan, K. S., ve Scheffold, K. B. (2001). From Brand Loyalty to E- Loyalty: A conceptual framework. Journal of Economic and Social research, 3(1): 43-58
• Gommans, M., Krishnan, K. S., ve Scheffold, K. B. (2001). From Brand Loyalty to E- Loyalty: A conceptual framework. Journal of Economic and Social research, 3(1): 43-58
• Gounaris, S. ve Dimitriadis, S. (2003). “Assessing Service Quality on the Web: Evidence From Business to Consumer Portals”. Journal of Services Marketing, 17(5): 529-548.
• Gounaris, S. ve Dimitriadis, S. (2003). “Assessing Service Quality on the Web: Evidence From Business to Consumer Portals”. Journal of Services Marketing, 17(5): 529-548.
• Gounaris, S. ve Dimitriadis, S. (2003). “Assessing Service Quality on the Web: Evidence From Business to Consumer Portals”. Journal of Services Marketing, 17(5): 529-548.
• Gülmez, M. ve Kitapçı, O. (2008). “Hastane Hizmet Kalitesi ve Bir Uygulama”. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 26(1): 165-186.
• Gülmez, M. ve Kitapçı, O. (2008). “Hastane Hizmet Kalitesi ve Bir Uygulama”. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 26(1): 165-186.
• Gülmez, M. ve Kitapçı, O. (2008). “Hastane Hizmet Kalitesi ve Bir Uygulama”. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 26(1): 165-186.
• Harris, L. C. vee Goode, M. M. (2004). “The Four Levels of Loyalty and Pivotal Role of Trust: A Study of Online Service Dynamics”. Journal of Retailing, 80(2): 139-158.
• Harris, L. C. vee Goode, M. M. (2004). “The Four Levels of Loyalty and Pivotal Role of Trust: A Study of Online Service Dynamics”. Journal of Retailing, 80(2): 139-158.
• Harris, L. C. vee Goode, M. M. (2004). “The Four Levels of Loyalty and Pivotal Role of Trust: A Study of Online Service Dynamics”. Journal of Retailing, 80(2): 139-158.
• Hoffman, D.L., Novak, T.P. and Peralta, M. (1999), “Building consumer trust online”, Communications of the ACM, 42(4): 80-85.
• Hoffman, D.L., Novak, T.P. and Peralta, M. (1999), “Building consumer trust online”, Communications of the ACM, 42(4): 80-85.
• Hoffman, D.L., Novak, T.P. and Peralta, M. (1999), “Building consumer trust online”, Communications of the ACM, 42(4): 80-85.
• Hofstede, G. (1984). Culture’s Consequences: International Differences in Work-Related Values. Journal of Chemical Information and Modeling 21(3): 83-90.
• Hofstede, G. (1984). Culture’s Consequences: International Differences in Work-Related Values. Journal of Chemical Information and Modeling 21(3): 83-90.
• Hofstede, G. (1984). Culture’s Consequences: International Differences in Work-Related Values. Journal of Chemical Information and Modeling 21(3): 83-90.
• Hofstede, G. (2001). Culture’s Consequences : Comparing Values and Behaviours , Institutions and Organizations Across, 14(4): 23-30.
• Hofstede, G. (2001). Culture’s Consequences : Comparing Values and Behaviours , Institutions and Organizations Across, 14(4): 23-30.
• Hofstede, G. (2001). Culture’s Consequences : Comparing Values and Behaviours , Institutions and Organizations Across, 14(4): 23-30.
• Hofstede, Geert, M. M. (2010). Cultures and Organizations: Software of the Mind. Cultures and Organizations.
• Hofstede, Geert, M. M. (2010). Cultures and Organizations: Software of the Mind. Cultures and Organizations.
• Hofstede, Geert, M. M. (2010). Cultures and Organizations: Software of the Mind. Cultures and Organizations.
• Hofstede, G. (2011). “Dimensionalizing Cultures: The Hofstede Model in Context”. Online Readings in Psychology and Culture, 2(1): 2-26
• Hofstede, G. (2011). “Dimensionalizing Cultures: The Hofstede Model in Context”. Online Readings in Psychology and Culture, 2(1): 2-26
• Hofstede, G. (2011). “Dimensionalizing Cultures: The Hofstede Model in Context”. Online Readings in Psychology and Culture, 2(1): 2-26
• Jacoby, J. ve Kyner, D. B. (1973). “Brand loyalty vs. repeat purchasing behavior”. Journal of Marketing research, 10(1): 1-9.
• Jacoby, J. ve Kyner, D. B. (1973). “Brand loyalty vs. repeat purchasing behavior”. Journal of Marketing research, 10(1): 1-9.
• Jacoby, J. ve Kyner, D. B. (1973). “Brand loyalty vs. repeat purchasing behavior”. Journal of Marketing research, 10(1): 1-9.
• Johnston, R. (1995). “The Determinants of Service Quality: Satisfiers and Disssatisfiers”. International Journal of Service Industry Management, 6(4): 53-71.
• Johnston, R. (1995). “The Determinants of Service Quality: Satisfiers and Disssatisfiers”. International Journal of Service Industry Management, 6(4): 53-71.
• Johnston, R. (1995). “The Determinants of Service Quality: Satisfiers and Disssatisfiers”. International Journal of Service Industry Management, 6(4): 53-71.
• Kassim, N. M. ve Abdullah, N. A. (2008). “Customer Loyalty in E- Commerce Settings: An Empirical Study. Electronic Markets, 18(3), 275-290.
• Kassim, N. M. ve Abdullah, N. A. (2008). “Customer Loyalty in E- Commerce Settings: An Empirical Study. Electronic Markets, 18(3), 275-290.
• Kassim, N. M. ve Abdullah, N. A. (2008). “Customer Loyalty in E- Commerce Settings: An Empirical Study. Electronic Markets, 18(3), 275-290.
• Kim, W. G. ve Lee, H. Y. (2004). “Comparison of Web Service Quality Between Online Travel Agencies and Online Travel Suppliers”. Journal of Travel & Tourism Marketing, 17(2/3): 105-116.
• Kim, W. G. ve Lee, H. Y. (2004). “Comparison of Web Service Quality Between Online Travel Agencies and Online Travel Suppliers”. Journal of Travel & Tourism Marketing, 17(2/3): 105-116.
• Kim, W. G. ve Lee, H. Y. (2004). “Comparison of Web Service Quality Between Online Travel Agencies and Online Travel Suppliers”. Journal of Travel & Tourism Marketing, 17(2/3): 105-116.
• Kim, J. H., Kim, M. and Kandampully, J. (2009), “Buying Environment Characteristics in the Context of E-Service”. European Journal of Marketing, 43(9/10): 1188-1204.
• Kim, J. H., Kim, M. and Kandampully, J. (2009), “Buying Environment Characteristics in the Context of E-Service”. European Journal of Marketing, 43(9/10): 1188-1204.
• Kim, J. H., Kim, M. and Kandampully, J. (2009), “Buying Environment Characteristics in the Context of E-Service”. European Journal of Marketing, 43(9/10): 1188-1204.
• Kim, J. H. ve Kim, C. (2010). “E-service Quality Perceptions: a Cross-Cultural Comprasion Of American and Korean Consumers” . Journal of Research in Interactive Marketing, 4(3): 257–275.
• Kim, J. H. ve Kim, C. (2010). “E-service Quality Perceptions: a Cross-Cultural Comprasion Of American and Korean Consumers” . Journal of Research in Interactive Marketing, 4(3): 257–275.
• Kim, J. H. ve Kim, C. (2010). “E-service Quality Perceptions: a Cross-Cultural Comprasion Of American and Korean Consumers” . Journal of Research in Interactive Marketing, 4(3): 257–275.
• Kitapci O., Taştan S., Akdoğan C., "Ağızdan Ağıza Çevrimiçi İletişimin Otellerdeki Oda Satışlarına Etkisi Üzerine Bir Araştırma", Doğuş Üniversitesi Dergisi, cilt.13, ss.266-274, 2012
• Kitapci O., Taştan S., Akdoğan C., "Ağızdan Ağıza Çevrimiçi İletişimin Otellerdeki Oda Satışlarına Etkisi Üzerine Bir Araştırma", Doğuş Üniversitesi Dergisi, cilt.13, ss.266-274, 2012
• Kitapci O., Taştan S., Akdoğan C., "Ağızdan Ağıza Çevrimiçi İletişimin Otellerdeki Oda Satışlarına Etkisi Üzerine Bir Araştırma", Doğuş Üniversitesi Dergisi, cilt.13, ss.266-274, 2012
• Kivijarvi, M., Laukkaneni, T. Ve Cruz, P. (207M.S.). “Consumer Trust Electronic Service Consumption: A Cross-Cultural Comparison Between Finland and Portugal”. Journal of Euromarketing, 16(3): 51–65.
• Kivijarvi, M., Laukkaneni, T. Ve Cruz, P. (207M.S.). “Consumer Trust Electronic Service Consumption: A Cross-Cultural Comparison Between Finland and Portugal”. Journal of Euromarketing, 16(3): 51–65.
• Kivijarvi, M., Laukkaneni, T. Ve Cruz, P. (207M.S.). “Consumer Trust Electronic Service Consumption: A Cross-Cultural Comparison Between Finland and Portugal”. Journal of Euromarketing, 16(3): 51–65.
• Kluckhohn, F.R. ve Strodtbeck, F.L. (1961). Variations in Value Orientations. Row Peterson, Evanston.
• Kluckhohn, F.R. ve Strodtbeck, F.L. (1961). Variations in Value Orientations. Row Peterson, Evanston.
• Kluckhohn, F.R. ve Strodtbeck, F.L. (1961). Variations in Value Orientations. Row Peterson, Evanston.
• Lee, G. G. ve Lin, H. F. (2005). “Customer perceptions of e-service quality in online shopping”. International Journal of Retail & Distribution Management, 33(2): 161-176.
• Lee, G. G. ve Lin, H. F. (2005). “Customer perceptions of e-service quality in online shopping”. International Journal of Retail & Distribution Management, 33(2): 161-176.
• Lee, G. G. ve Lin, H. F. (2005). “Customer perceptions of e-service quality in online shopping”. International Journal of Retail & Distribution Management, 33(2): 161-176.
• Lee, H., Lee, Y. ve Yoo, D. (2000). “The Determinants of Perceived Service Quality and Its Relationship with Satisfaction”. Journal of Service Marketing,14(3): 217-231
• Lee, H., Lee, Y. ve Yoo, D. (2000). “The Determinants of Perceived Service Quality and Its Relationship with Satisfaction”. Journal of Service Marketing,14(3): 217-231
• Lee, H., Lee, Y. ve Yoo, D. (2000). “The Determinants of Perceived Service Quality and Its Relationship with Satisfaction”. Journal of Service Marketing,14(3): 217-231
• Lewis, E. and Morrison, D.S. (2000), “Ten Ways to Build a Better Business”, News Media Age, 30(3):30-38.
• Lewis, E. and Morrison, D.S. (2000), “Ten Ways to Build a Better Business”, News Media Age, 30(3):30-38.
• Lewis, E. and Morrison, D.S. (2000), “Ten Ways to Build a Better Business”, News Media Age, 30(3):30-38.
• Li, Y. N., Tan, K. C. ve Xie, M. (2002). “Measuring Web-Based Service Quality”. Total Quality Management, 13(5): 685-700.
• Li, Y. N., Tan, K. C. ve Xie, M. (2002). “Measuring Web-Based Service Quality”. Total Quality Management, 13(5): 685-700.
• Li, Y. N., Tan, K. C. ve Xie, M. (2002). “Measuring Web-Based Service Quality”. Total Quality Management, 13(5): 685-700.
• Lin, H. F. (2007). “The İmpact of Website Quality Dimensions on Customer Satisfaction in the B2C E-commerce Context. Total Quality Management and Business Excellence, 18(4): 363–378.
• Lin, H. F. (2007). “The İmpact of Website Quality Dimensions on Customer Satisfaction in the B2C E-commerce Context. Total Quality Management and Business Excellence, 18(4): 363–378.
• Lin, H. F. (2007). “The İmpact of Website Quality Dimensions on Customer Satisfaction in the B2C E-commerce Context. Total Quality Management and Business Excellence, 18(4): 363–378.
• Lin, G.T.R. ve Sun, C. (2009), “Factors Influencing Satisfaction and Loyalty in Online Shopping: an İntegrated Model”. Online Infortmation Review, 33(3): 458-475.
• Lin, G.T.R. ve Sun, C. (2009), “Factors Influencing Satisfaction and Loyalty in Online Shopping: an İntegrated Model”. Online Infortmation Review, 33(3): 458-475.
• Lin, G.T.R. ve Sun, C. (2009), “Factors Influencing Satisfaction and Loyalty in Online Shopping: an İntegrated Model”. Online Infortmation Review, 33(3): 458-475.
• Loiacono, E. T., Watson, R. T. ve Goodhue, D. L. (2002). “WebQual: A Measure of Website Quality”. Marketing Theory And Applications, 13(3): 432-438.
• Loiacono, E. T., Watson, R. T. ve Goodhue, D. L. (2002). “WebQual: A Measure of Website Quality”. Marketing Theory And Applications, 13(3): 432-438.
• Loiacono, E. T., Watson, R. T. ve Goodhue, D. L. (2002). “WebQual: A Measure of Website Quality”. Marketing Theory And Applications, 13(3): 432-438.
• Luarn, P. ve Lin, H. H. (2003). “ A Customer Loyalty Model for E-Service Context”. Commerce Res, 4(4), 156-167.
• Luarn, P. ve Lin, H. H. (2003). “ A Customer Loyalty Model for E-Service Context”. Commerce Res, 4(4), 156-167.
• Luarn, P. ve Lin, H. H. (2003). “ A Customer Loyalty Model for E-Service Context”. Commerce Res, 4(4), 156-167.
• Malhotra, N. K., Ulgado, F. M., Wu, L., Agarwal, J. ve Shainesh, G. (2005). “Dimensions of Service Quality in Developed and Developing Economies: Multi-Country Cross-Cultural Comparisons”. International Marketing Review, 22(3), 256–278.
• Malhotra, N. K., Ulgado, F. M., Wu, L., Agarwal, J. ve Shainesh, G. (2005). “Dimensions of Service Quality in Developed and Developing Economies: Multi-Country Cross-Cultural Comparisons”. International Marketing Review, 22(3), 256–278.
• Malhotra, N. K., Ulgado, F. M., Wu, L., Agarwal, J. ve Shainesh, G. (2005). “Dimensions of Service Quality in Developed and Developing Economies: Multi-Country Cross-Cultural Comparisons”. International Marketing Review, 22(3), 256–278.
• Malakmazde, K., Ünver, S. ve Arıkan, E., (2017). “Çevrimiçi Gizlilik ve E-Sadakat Eğilimi İlişkisi Üzerine Ülkeler Arası Bir İnceleme: Türkiye ve Rusya Arasında Bir Karşılaştırma”. Journal of Business Research-Türk , 9 (1): 439-463.
• Malakmazde, K., Ünver, S. ve Arıkan, E., (2017). “Çevrimiçi Gizlilik ve E-Sadakat Eğilimi İlişkisi Üzerine Ülkeler Arası Bir İnceleme: Türkiye ve Rusya Arasında Bir Karşılaştırma”. Journal of Business Research-Türk , 9 (1): 439-463.
• Malakmazde, K., Ünver, S. ve Arıkan, E., (2017). “Çevrimiçi Gizlilik ve E-Sadakat Eğilimi İlişkisi Üzerine Ülkeler Arası Bir İnceleme: Türkiye ve Rusya Arasında Bir Karşılaştırma”. Journal of Business Research-Türk , 9 (1): 439-463.
• Madu, C. N. ve Madu, A. A. (2002). “Dimensions of E-quality”. International Journal of Quality & Reliability Management, 19(3): 246-258.
• Madu, C. N. ve Madu, A. A. (2002). “Dimensions of E-quality”. International Journal of Quality & Reliability Management, 19(3): 246-258.
• Madu, C. N. ve Madu, A. A. (2002). “Dimensions of E-quality”. International Journal of Quality & Reliability Management, 19(3): 246-258.
• Marimon, F., Petnji Yaya, L. H. ve Casadesus Fa, M. (2012). “Impact of e-Quality and Service Recovery on Loyalty: A Study of e-banking in Spain”. Total Quality Management & Business Excellence, 23(7-8): 769-787.
• Marimon, F., Petnji Yaya, L. H. ve Casadesus Fa, M. (2012). “Impact of e-Quality and Service Recovery on Loyalty: A Study of e-banking in Spain”. Total Quality Management & Business Excellence, 23(7-8): 769-787.
• Marimon, F., Petnji Yaya, L. H. ve Casadesus Fa, M. (2012). “Impact of e-Quality and Service Recovery on Loyalty: A Study of e-banking in Spain”. Total Quality Management & Business Excellence, 23(7-8): 769-787.
• McKnight, D. H., V. Choudhury, ve C. Kacmar (2002a), “Developing and Validating Trust Measures for E-commerce: An Integrative Typology”. Information Systems Research, 13(3): 334-59.
• McKnight, D. H., V. Choudhury, ve C. Kacmar (2002a), “Developing and Validating Trust Measures for E-commerce: An Integrative Typology”. Information Systems Research, 13(3): 334-59.
• McKnight, D. H., V. Choudhury, ve C. Kacmar (2002a), “Developing and Validating Trust Measures for E-commerce: An Integrative Typology”. Information Systems Research, 13(3): 334-59.
• Nakip, M. (2005). Pazarlama Araştırmalarına Giriş SPSS Destekli. Seçkin Yayıncılık, Ankara.
• Nakip, M. (2005). Pazarlama Araştırmalarına Giriş SPSS Destekli. Seçkin Yayıncılık, Ankara.
• Nakip, M. (2005). Pazarlama Araştırmalarına Giriş SPSS Destekli. Seçkin Yayıncılık, Ankara.
• Parasuraman, A. (1991), Marketing Research. Addison-Wesley Reading, MA.
• Parasuraman, A. (1991), Marketing Research. Addison-Wesley Reading, MA.
• Parasuraman, A. (1991), Marketing Research. Addison-Wesley Reading, MA.
• Parasuraman, A., Zeithaml, V.A. ve Berry, L.L. (1985). “A Conceptual Model of Service Quality and its Implications for Future Research”. Journal of Marketing, 49(4): 41-50.
• Parasuraman, A., Zeithaml, V.A. ve Berry, L.L. (1985). “A Conceptual Model of Service Quality and its Implications for Future Research”. Journal of Marketing, 49(4): 41-50.
• Parasuraman, A., Zeithaml, V.A. ve Berry, L.L. (1985). “A Conceptual Model of Service Quality and its Implications for Future Research”. Journal of Marketing, 49(4): 41-50.
• Parasuraman, A., Zeithaml, V.A. ve Berry, L. L. (1988). SERVQUAL: “A MultipleItem Scale for Measuring Consumer Perceptions of Service Quality”. Journal ofRetailing, 64(2): 1-9.
• Parasuraman, A., Zeithaml, V.A. ve Berry, L. L. (1988). SERVQUAL: “A MultipleItem Scale for Measuring Consumer Perceptions of Service Quality”. Journal ofRetailing, 64(2): 1-9.
• Parasuraman, A., Zeithaml, V.A. ve Berry, L. L. (1988). SERVQUAL: “A MultipleItem Scale for Measuring Consumer Perceptions of Service Quality”. Journal ofRetailing, 64(2): 1-9.
• Parasuraman, A., Zeithaml, V. A. ve Malhotra, A. (2005). “ES-QUAL a Multiple-İtem Scale for Assessing Electronic Service Quality”. Journal of Service Research, 7(3): 213-233. Reichheld, F. F. ve Schefter, P. (2000). “E- Loyalty”. Harvard Business Review, 78(4): 105-113.
• Parasuraman, A., Zeithaml, V. A. ve Malhotra, A. (2005). “ES-QUAL a Multiple-İtem Scale for Assessing Electronic Service Quality”. Journal of Service Research, 7(3): 213-233. Reichheld, F. F. ve Schefter, P. (2000). “E- Loyalty”. Harvard Business Review, 78(4): 105-113.
• Parasuraman, A., Zeithaml, V. A. ve Malhotra, A. (2005). “ES-QUAL a Multiple-İtem Scale for Assessing Electronic Service Quality”. Journal of Service Research, 7(3): 213-233. Reichheld, F. F. ve Schefter, P. (2000). “E- Loyalty”. Harvard Business Review, 78(4): 105-113.
• Sevim, N. (2018). “Çevrimiçi E-Müşteri Sadakatinin Oluşumunda E-Hizmet Kalitesi, E-Güven ve E-Tatminin Etkisi”. Business & Management Studies: An International Journal, 6(1): 107–127.
• Sevim, N. (2018). “Çevrimiçi E-Müşteri Sadakatinin Oluşumunda E-Hizmet Kalitesi, E-Güven ve E-Tatminin Etkisi”. Business & Management Studies: An International Journal, 6(1): 107–127.
• Sevim, N. (2018). “Çevrimiçi E-Müşteri Sadakatinin Oluşumunda E-Hizmet Kalitesi, E-Güven ve E-Tatminin Etkisi”. Business & Management Studies: An International Journal, 6(1): 107–127.
• Srinivasan, S. S., Anderson, R., ve Ponnavolu, K. (2002). “Customer loyalty in e-commerce: An exploration of its antecedents and consequences”. Journal of Retailing, 78(1): 41-50.
• Srinivasan, S. S., Anderson, R., ve Ponnavolu, K. (2002). “Customer loyalty in e-commerce: An exploration of its antecedents and consequences”. Journal of Retailing, 78(1): 41-50.
• Srinivasan, S. S., Anderson, R., ve Ponnavolu, K. (2002). “Customer loyalty in e-commerce: An exploration of its antecedents and consequences”. Journal of Retailing, 78(1): 41-50.
• Sun, Q., Wang, C. ve Cao, H. (2009). “Applying E-S-QUAL Scale to Analysis the Factors Affecting Consumers to Use Internet Banking Services”. International Conference on Services Science, Management and Engineering. 2-3 Temmuz 2009, Washington, 242-245.
• Sun, Q., Wang, C. ve Cao, H. (2009). “Applying E-S-QUAL Scale to Analysis the Factors Affecting Consumers to Use Internet Banking Services”. International Conference on Services Science, Management and Engineering. 2-3 Temmuz 2009, Washington, 242-245.
• Sun, Q., Wang, C. ve Cao, H. (2009). “Applying E-S-QUAL Scale to Analysis the Factors Affecting Consumers to Use Internet Banking Services”. International Conference on Services Science, Management and Engineering. 2-3 Temmuz 2009, Washington, 242-245.
• Taherdost, H. (2019). “Electronic Service Quality Measurement: Development of A Survey Instrument to Measure the Quality of E-Service”. International J.Intelligent Engineering Informatics, 7(6): 491-527
• Taherdost, H. (2019). “Electronic Service Quality Measurement: Development of A Survey Instrument to Measure the Quality of E-Service”. International J.Intelligent Engineering Informatics, 7(6): 491-527
• Taherdost, H. (2019). “Electronic Service Quality Measurement: Development of A Survey Instrument to Measure the Quality of E-Service”. International J.Intelligent Engineering Informatics, 7(6): 491-527
• Ueltschy, L. C., Laroche, M., Zhang, M., Cho, H. ve Yingwei, R. (2009). Is There Really an Asian Connection? Professional Service Quality Perceptions and Customer Satisfaction, Journal of Business Research, 62(3): 972-979.
• Ueltschy, L. C., Laroche, M., Zhang, M., Cho, H. ve Yingwei, R. (2009). Is There Really an Asian Connection? Professional Service Quality Perceptions and Customer Satisfaction, Journal of Business Research, 62(3): 972-979.
• Ueltschy, L. C., Laroche, M., Zhang, M., Cho, H. ve Yingwei, R. (2009). Is There Really an Asian Connection? Professional Service Quality Perceptions and Customer Satisfaction, Journal of Business Research, 62(3): 972-979.
• Van Iwaarden, J., T. van der Wiele, L. Ball, ve Millen, R. (2004). “Perceptions about the Quality of Web Sites: A Survey Amongst Students at Northeastern University and Erasmus University”. Information & Management, 41(8): 947-59.
• Van Iwaarden, J., T. van der Wiele, L. Ball, ve Millen, R. (2004). “Perceptions about the Quality of Web Sites: A Survey Amongst Students at Northeastern University and Erasmus University”. Information & Management, 41(8): 947-59.
• Van Iwaarden, J., T. van der Wiele, L. Ball, ve Millen, R. (2004). “Perceptions about the Quality of Web Sites: A Survey Amongst Students at Northeastern University and Erasmus University”. Information & Management, 41(8): 947-59.
• Wa, C. T. T. (2003). “An Integrated Online Customer Loyalty Model”. Journal of Hong Kong University, 20(2): 27-36.
• Wa, C. T. T. (2003). “An Integrated Online Customer Loyalty Model”. Journal of Hong Kong University, 20(2): 27-36.
• Wa, C. T. T. (2003). “An Integrated Online Customer Loyalty Model”. Journal of Hong Kong University, 20(2): 27-36.
• Wakefield, R. L., M. H. Stocks, ve W. M. Wilder (2004). “The Role of Web Site Characterisation in Initial Trust Formation”. Journal Of Computer Information Systems, 45 (1): 94-103.
• Wakefield, R. L., M. H. Stocks, ve W. M. Wilder (2004). “The Role of Web Site Characterisation in Initial Trust Formation”. Journal Of Computer Information Systems, 45 (1): 94-103.
• Wakefield, R. L., M. H. Stocks, ve W. M. Wilder (2004). “The Role of Web Site Characterisation in Initial Trust Formation”. Journal Of Computer Information Systems, 45 (1): 94-103.
• Wolfinbarger, M. ve Gilly, M. C. (2003). “eTailQ: Dimensionalizing, Measuring and Predicting Etail Quality”. Journal of Retailing, 79(3): 183-198.
• Wolfinbarger, M. ve Gilly, M. C. (2003). “eTailQ: Dimensionalizing, Measuring and Predicting Etail Quality”. Journal of Retailing, 79(3): 183-198.
• Wolfinbarger, M. ve Gilly, M. C. (2003). “eTailQ: Dimensionalizing, Measuring and Predicting Etail Quality”. Journal of Retailing, 79(3): 183-198.
• Yang, Z. ve Fang, X. (2004), “Online Service Quality Dimensions and Their Relationships with Satisfaction: A Content Analysis of Customer Review of Securities Brokerage Services”. International Journal of Service Industry Management, 15(3),: 302-326.
• Yang, Z. ve Fang, X. (2004), “Online Service Quality Dimensions and Their Relationships with Satisfaction: A Content Analysis of Customer Review of Securities Brokerage Services”. International Journal of Service Industry Management, 15(3),: 302-326.
• Yang, Z. ve Fang, X. (2004), “Online Service Quality Dimensions and Their Relationships with Satisfaction: A Content Analysis of Customer Review of Securities Brokerage Services”. International Journal of Service Industry Management, 15(3),: 302-326.
• Yang, Z. ve Jun, M. (2002), “Customer Perception Of E-Service Quality: from İnternet Purchaser and Non-Purchaser Perspectives”. Journal of Business Strategies, 19(1): 19-41.
• Yang, Z. ve Jun, M. (2002), “Customer Perception Of E-Service Quality: from İnternet Purchaser and Non-Purchaser Perspectives”. Journal of Business Strategies, 19(1): 19-41.
• Yang, Z. ve Jun, M. (2002), “Customer Perception Of E-Service Quality: from İnternet Purchaser and Non-Purchaser Perspectives”. Journal of Business Strategies, 19(1): 19-41.
• Yang, Z., Jun, M. ve Peterson, R.T. (2004). “Measuring Customer Perceived Online Service Quality: Scale Development and Managerial İmplications”. International Journal of Operations & Production Management, 24(11):1149-1174.
• Yang, Z., Jun, M. ve Peterson, R.T. (2004). “Measuring Customer Perceived Online Service Quality: Scale Development and Managerial İmplications”. International Journal of Operations & Production Management, 24(11):1149-1174.
• Yang, Z., Jun, M. ve Peterson, R.T. (2004). “Measuring Customer Perceived Online Service Quality: Scale Development and Managerial İmplications”. International Journal of Operations & Production Management, 24(11):1149-1174.
• Yen, C.-H. ve Lu, H.-P. (2008), “Effects of E-Service Quality on Loyalty İntention: An Empirical Study İn Online Auction”. Managing Service Quality, 18(2): 127-146.
• Yen, C.-H. ve Lu, H.-P. (2008), “Effects of E-Service Quality on Loyalty İntention: An Empirical Study İn Online Auction”. Managing Service Quality, 18(2): 127-146.
• Yen, C.-H. ve Lu, H.-P. (2008), “Effects of E-Service Quality on Loyalty İntention: An Empirical Study İn Online Auction”. Managing Service Quality, 18(2): 127-146.
• Yoo, B. ve Donthu, N. (2001). “Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (SITEQUAL)”. Journal of Business Research, 51(1): 1-14.
• Yoo, B. ve Donthu, N. (2001). “Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (SITEQUAL)”. Journal of Business Research, 51(1): 1-14.
• Yoo, B. ve Donthu, N. (2001). “Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (SITEQUAL)”. Journal of Business Research, 51(1): 1-14.
• Zhang, X. ve Prybutok, V. R. (2005). A Consumer Perspective of E-Service Quality. IEEE Transactions on Engineering Management, 52(4): 461–477.
• Zhang, X. ve Prybutok, V. R. (2005). A Consumer Perspective of E-Service Quality. IEEE Transactions on Engineering Management, 52(4): 461–477.
• Zhang, X. ve Prybutok, V. R. (2005). A Consumer Perspective of E-Service Quality. IEEE Transactions on Engineering Management, 52(4): 461–477.
• Zeithaml, V. A., Berry, L. L. ve Parasuraman, A. (1988). “Communication and Control Processes in the Delivery of Service Quality”. The Journal of Marketing, 52(2): 35-48.
• Zeithaml, V. A., Berry, L. L. ve Parasuraman, A. (1988). “Communication and Control Processes in the Delivery of Service Quality”. The Journal of Marketing, 52(2): 35-48.
• Zeithaml, V. A., Berry, L. L. ve Parasuraman, A. (1988). “Communication and Control Processes in the Delivery of Service Quality”. The Journal of Marketing, 52(2): 35-48.
• Zeithaml, A.V. ve Bıtner, M. J.(2000) Services Marketing, McGraw Hill, New York.
• Zeithaml, A.V. ve Bıtner, M. J.(2000) Services Marketing, McGraw Hill, New York.
• Zeithaml, A.V. ve Bıtner, M. J.(2000) Services Marketing, McGraw Hill, New York.
• Zeithaml, V. A., Parasuraman, A. ve Berry, L.L. (1990). Delivering QualityService. Free Press, New York.
• Zeithaml, V. A., Parasuraman, A. ve Berry, L.L. (1990). Delivering QualityService. Free Press, New York.
• Zeithaml, V. A., Parasuraman, A. ve Berry, L.L. (1990). Delivering QualityService. Free Press, New York.
• Zeithaml, V.A., Parasuraman, A. ve Malhotra, A. (2002), “Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge”. Journal of the Academy of Marketing Science, 30(4): 362-375.
• Zeithaml, V.A., Parasuraman, A. ve Malhotra, A. (2002), “Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge”. Journal of the Academy of Marketing Science, 30(4): 362-375.
• Zeithaml, V.A., Parasuraman, A. ve Malhotra, A. (2002), “Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge”. Journal of the Academy of Marketing Science, 30(4): 362-375.
• Zeithaml, V.A.; M.J. Bitner ve D.D.Gremler (2006). Services Marketing: Integrating Customer Focus Across the Firm, International Edition, Singapore.
• Zeithaml, V.A.; M.J. Bitner ve D.D.Gremler (2006). Services Marketing: Integrating Customer Focus Across the Firm, International Edition, Singapore.
• Zeithaml, V.A.; M.J. Bitner ve D.D.Gremler (2006). Services Marketing: Integrating Customer Focus Across the Firm, International Edition, Singapore.
• Zhao, X., Lynch, J. G. Jr. ve Chen, Q. (2010). “Reconsidering Baron and Kenny: Myths and Truths about Mediation Analysis”. Journal of Consumer Research, 37(3): 197-206.
• Zhao, X., Lynch, J. G. Jr. ve Chen, Q. (2010). “Reconsidering Baron and Kenny: Myths and Truths about Mediation Analysis”. Journal of Consumer Research, 37(3): 197-206.
• Zhao, X., Lynch, J. G. Jr. ve Chen, Q. (2010). “Reconsidering Baron and Kenny: Myths and Truths about Mediation Analysis”. Journal of Consumer Research, 37(3): 197-206.
• İnternet Kaynakları https://www.statista.com/statistics/1035592/net-sales-amazon-united-kingdom-uk/ (02.04.2020)
• İnternet Kaynakları https://www.statista.com/statistics/1035592/net-sales-amazon-united-kingdom-uk/ (02.04.2020)
• İnternet Kaynakları https://www.statista.com/statistics/1035592/net-sales-amazon-united-kingdom-uk/ (02.04.2020)
• https://ecommercenews.eu/amazon-turkey-has-launched/ (02.04.2020)
• https://ecommercenews.eu/amazon-turkey-has-launched/ (02.04.2020)
• https://ecommercenews.eu/amazon-turkey-has-launched/ (02.04.2020)
• http://www.tubisad.org.tr/tr/images/pdf/tubisad_2019_e-ticaret_sunum_tr.pdf (17.07.2020)
• http://www.tubisad.org.tr/tr/images/pdf/tubisad_2019_e-ticaret_sunum_tr.pdf (17.07.2020)
• http://www.tubisad.org.tr/tr/images/pdf/tubisad_2019_e-ticaret_sunum_tr.pdf (17.07.2020)
• https://www.hofstede-insights.com/ (02.04.2020)
• https://www.hofstede-insights.com/ (02.04.2020)
• https://www.hofstede-insights.com/ (02.04.2020)