E-ticaret sitelerinin hizmet kalitesinin değerlendirilmesi üzerine bir çalışma
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Dosyalar
Tarih
2021
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Düzce Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Bu çalışmanın temel amacı tüketicilerin kullanmakta olduğu e-ticaret sitelerinin hizmet kalitesinin belirlenmesidir. E-hizmet kalitesinin; etkinlik, sistem uygunluğu, işlem gerçekleştirme, gizlilik ve duyarlılık boyutları değerlendirilmiştir. Çalışmada tabakalı örneklem tekniğinden yararlanılmış olup, anketlerin bir kısmı çevrimiçi, diğer bir kısmı yüz yüze anket tekniğiyle Bolu, Düzce, Zonguldak, Karabük, Bartın, Kastamonu ve Sinop ili Merkez ilçesinde ikamet etmekte olan 400 tüketiciden elde edilen veriler SPSS istatistik analiz programı ile analiz edilmiştir. Araştırmada betimsel araştırma yöntemi kullanılmıştır. Elde edilen veriler, tanımlayıcı istatistikler, betimleyici analizlerden faydalanılarak değerlendirilmiştir. Çalışmanın sonucunda demografik faktörlerden eğitim durumu ile hizmet kalitesi alt boyutlarından duyarlılık arasındaki ilişkiye bakılmış üniversite mezunlarının ortaokul ve lise mezunlarına göre duyarlılık alt faktöründen daha fazla etkilendikleri, eğitim seviyesi arttıkça online alışveriş sırasında satın alınan ürünle ilgili işlemlerin hızı ve online alışveriş sitesinin uyguladığı politikalar hakkında daha fazla bilgi sahibi olmak istediği görülmüştür.
The main purpose of this study is to determine the service quality of e-commerce sites used by consumers. E-service quality; Efficiency, system compliance, transaction processing, privacy and sensitivity dimensions were evaluated. In the study, stratified sampling technique was used, and some of the questionnaires were online and the other part was face-to-face survey technique, and the data obtained from 400 consumers residing in Bolu, Düzce, Zonguldak, Karabük, Bartın, Kastamonu and Sinop Province Merkez districts were analyzed with the SPSS statistical analysis program. . Descriptive research method was used in the research. The obtained data were evaluated by using descriptive statistics and descriptive analysis. As a result of the study, the relationship between the level of education, one of the demographic factors, and the sensitivity of the service quality sub-dimensions, were examined, and that university graduates were more affected by the sensitivity sub-factor than secondary and high school graduates, and that as the education level increased, there was more information about the speed of transactions related to the product purchased during online shopping and the policies implemented by the online shopping site. seemed to want to know.
The main purpose of this study is to determine the service quality of e-commerce sites used by consumers. E-service quality; Efficiency, system compliance, transaction processing, privacy and sensitivity dimensions were evaluated. In the study, stratified sampling technique was used, and some of the questionnaires were online and the other part was face-to-face survey technique, and the data obtained from 400 consumers residing in Bolu, Düzce, Zonguldak, Karabük, Bartın, Kastamonu and Sinop Province Merkez districts were analyzed with the SPSS statistical analysis program. . Descriptive research method was used in the research. The obtained data were evaluated by using descriptive statistics and descriptive analysis. As a result of the study, the relationship between the level of education, one of the demographic factors, and the sensitivity of the service quality sub-dimensions, were examined, and that university graduates were more affected by the sensitivity sub-factor than secondary and high school graduates, and that as the education level increased, there was more information about the speed of transactions related to the product purchased during online shopping and the policies implemented by the online shopping site. seemed to want to know.
Açıklama
Anahtar Kelimeler
İşletme, Business Administration
