Vol. 9 No. 3 (2021): Business & Management Studies: An International Journal
Articles

The effect of e-service quality and after-sales e-service quality on e-satisfaction

Kamil Çelik
Asisst. Prof. Dr., Bartın University

Published 2021-09-24

Keywords

  • E-ticaret, E-hizmet kalitesi, Satış sonrası e-hizmet kalitesi, E-tatmin, E-S-QUAL, E-RecS-QUAL
  • E-commerce, E-service quality, After-sales e-service quality, E-satisfaction, E-S-QUAL, E-RecS-QUAL

How to Cite

Çelik, K. (2021). The effect of e-service quality and after-sales e-service quality on e-satisfaction. Business & Management Studies: An International Journal, 9(3), 1137-1155. https://doi.org/10.15295/bmij.v9i3.1898

Abstract

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.

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