Effects of E-Service Quality in E-Logistics Applications on Shopping Satisfaction, Payment Options, and Re-Purchasing Intention

Abstract

In today's changing economic and social structure, companies need to use their existing resources more effectively and efficiently. For this purpose, companies have begun to examine different methods to increase their productivity and gain a competitive advantage. At this point, it has become a necessity for companies to switch to technology-oriented logistics activities instead of traditional logistics activities to maintain their efficiency. In this respect, within the scope of the study, the effect of e-service quality on shopping satisfaction, repurchase intention, and payment options in e-logistics applications has been tried to be measured by creating a model. The model created within the scope of the study was analyzed with the structural equation model through the statistical package program and it was tried to prove that the model created was a valid model. After it was understood as a result of the data that the model was structurally compatible, the hypotheses created within the study were tested. The scales used within the scope of the research were obtained by combining the scales obtained as a result of the literature review. The data obtained in the study were obtained from 528 e- commerce users living in Turkiye, using the survey method. According to the results and findings of the hypothesis obtained within the scope of the study; in e-logistics applications, it has been determined that service quality affects shopping satisfaction in a positive and meaningful way. In addition, shopping satisfaction affects the repurchase scale positively and significantly. From this, it is possible to assume that the increase in service quality in consumers' preferences brings shopping satisfaction and as a result, consumers tend to re-purchase the product or service.