RELATIONSHIP BETWEEN SERVICE QUALITY PRESENTED IN E-COMMERCE MOBILE APPLICATIONS AND CUSTOMER SATISFACTION IN LOGISTIC MANAGEMENT

36873

The increase in the use of the Internet and smart phones has made the e-commerce mobile applications more widespread in our country. The number of e-commerce mobile applications is increasing rapidly proportionally to the rapid growth of shopping made via e-commerce mobile applications. Owing to the competition in this sector, today the companies that present ecommerce mobile applications are trying to differentiate the way they approach customers. The best way that the companies can achieve this goal is to improve the service quality they present their customers. In this study, service quality that presented by e-commerce mobile application companies and its impact on satisfaction and whether the demographic features effects to service quality and customer satisfaction were examined through a research. Research hypotheses and the data provided from 415 participants are tested with factor analyze, t-test, ANOVA, reliability test and structural equation model through SPSS and LISREL software. Service quality perceptions were measured in five factors which are tangibles, reliability, responsiveness, assurance and empathy. The study suggests that dimensions of service quality has an impact on customer satisfaction. Besides it is also understood that assurance and empathy dimensions have a priority in customers’ satisfaction.

155

Logistics , Logistics Managament , Service Quality , Customer Satisfaction , E , Commerce Mobile Applications , E , Commerce

Journal Of Economics and Administrative Sciences, Ataturk University

173

Journal Of Economics and Administrative Sciences, Ataturk University