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- Title
E-PERAKENDE SEKTÖRÜNDE SATIŞ SONRASI HİZMETLERİN MÜŞTERİ TATMİNİ VE TEKRAR SATIN ALMA NİYETİNE ETKİSİ.
- Authors
AYDIN, Samet; MERMERTAŞ, Kübra
- Abstract
With the rapid development of Internet technologies and their widespread use, e-retailing is considered as the new shopping method of the Information Age. E-retailers, who previously created marketing strategies for low cost and low price, have shown a significant development with consumers turning to online shopping by adopting prominent benefits such as widespread variety and fast delivery especially in metropolitan cities. Especially e-retail has become an important alternative to traditional retail by providing healthy and safe shopping opportunities during the COVID-19 pandemic period, causing a transition towards a serviceoriented competition, rather than price-oriented. The subject of this research is to determine the effects of after-sales services related to customer relations, delivery, guarantee, information and return processes on customer satisfaction and customers' repurchase intention. As a result of the study, the data collected from 379 participants through an online survey revealed that after-sales services have a positive and significant effect on customer satisfaction and repurchase intention in e-retailing business.
- Publication
Kafkas University, Journal of Economics & Administrative Sciences Faculty / Kafkas Üniversitesi Iktisadi ve Idari Bilimler Fakültesi Dergisi, 2020, Vol 11, Issue 22, p840
- ISSN
1309-4289
- Publication type
Article
- DOI
10.36543/kauiibfd.2020.036