Open AccessThe effect of e-service quality and after-sales e-service quality on e-satisfaction
Author(s) -
Kamil Çelik
Publication year - 2021
Publication title -
business and management studies: an international journal
Language(s) - English
Resource type - Journals
ISSN - 2148-2586
DOI - 10.15295/bmij.v9i3.1898
Subject(s) - service quality , structural equation modeling , confirmatory factor analysis , e commerce , service (business) , quality (philosophy) , marketing , measure (data warehouse) , business , psychology , statistics , computer science , mathematics , database , world wide web , philosophy , epistemology
This study investigates the effects of e-service quality and after-sales e-service dimensions of e-commerce sites on customers' e-satisfaction. E-commerce site hepsiburada.com operating in Turkey, was selected as an example for their e-commerce website. The survey method collected the data, and 417 hepsiburada.com customers reached by random sampling method were included in the study. E-S-QUAL and E-RecS-QUAL scales were used to measure the concepts of e-service quality and after-sales e-service quality. The data were analyzed by confirmatory factor analysis and structural equation model. According to the analysis findings, system availability, fulfilment, responsiveness, and compensation had a significant and positive effect on e-satisfaction, and efficiency, privacy, and contact have no significant and positive effect on e-satisfaction. The findings were interpreted, and suggestions were provided.