INVESTIGATING THE EFFECTS OF USER PERCEPTIONS ON ONLİNE CUSTOMER SATISFACTION AND LOYALTY

Yıl 2018, Cilt: 20 Sayı: 1, 109 - 132, 05.06.2018

Vildan Ateş

https://doi.org/10.16953/deusosbil.270132

Cited By: 1

Öz

The aim of this study is to determine online customer perceptions
affecting the trust and loyalty of online shopping customers in Turkey. By
analyzing the literature in a comprehensive way, customer perceptions affecting
customer trust and loyalty are determined and a theoretical model is proposed.
The study group consists of 553 students attended in a faculty of education of
a state university in Ankara during the spring semester of the 2015-2016
academic year. The data were collected by using a scale consisting of 32 items
and the suitability of the model was tested using exploratory factor analysis
(EFA) and confirmatory factor analysis (CFA) techniques. As a result of the
analysis, online shopping self-efficacy and customisation perceptions were found to have no
statistically significant effect on customer trust, while control, value,
benefit and risk perceptions were found to have statistically significant
effects on online customer trust. Online customer trust has a statistically
significant positive effect on online customer loyalty and it has been
determined that it takes a mediator role between customer perceptions and
customer loyalty. Theoretical model findings were compared with relevant
literature and suggestions were made to the researchers and online shopping
sites.

Anahtar Kelimeler

Customer Perceptions, Customer Trust, Customer Loyalty, Online Shopping

ONLİNE ALIŞVERİŞ SİTESİ KULLANICI ALGILARININ MÜŞTERİ GÜVEN VE SADAKATİNE ETKİLERİNİN İNCELENMESİ

Öz

Bu
çalışmanın amacı, Türkiye’deki online alışveriş sitesi kullanıcı algılarının
müşteri güven ve sadakati üzerine etkilerinin belirlenmesidir. Literatür
kapsamlı bir şekilde incelenerek müşteri güven ve sadakatini etkileyen müşteri
algıları belirlenmiş ve bir kuramsal model önerilmiştir. Çalışma grubu
Ankara’daki bir devlet üniversitesinin eğitim fakültesinde 2015-2016 öğretim
yılı bahar döneminde öğrenim gören 553 öğrenciden oluşmaktadır. Veriler 32
maddeden oluşan ölçek ile toplanmıştır. Açımlayıcı faktör analizi (AFA) ve doğrulayıcı faktör analizi (DFA)
teknikleri kullanılarak modelin uygunluğu test edilmiştir. Analiz sonucunda online müşteri
algılarından kontrol, değer, fayda ve risk algılarının online müşteri güveni
üzerinde istatistiksel olarak anlamlı etkileri olduğu görülürken online
alışveriş öz-yeterlilik ve kişiselleştirme algılarının müşteri güveni üzerinde
istatistiksel olarak anlamlı bir etkisinin bulunmadığı görülmüştür. Online müşteri güveni müşteri sadakati
üzerinde istatistiksel olarak anlamlı ve pozitif etkiye sahip olup müşteri
algıları ile müşteri sadakati arasında aracı bir rol üstlendiği tespit
edilmiştir. Kuramsal modelle bulgular ilgili literatür ile karşılaştırılarak araştırmacılar ile online
alışveriş sitelerine yönelik öneriler sunulmuştur.

Anahtar Kelimeler

Online Alışveriş, Müşteri Algıları, Müşteri Güveni, Müşteri Sadakati

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