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E-Ticaret Lojistiğinin Müşteri Memnuniyeti ve Yeniden Satın Alma Niyeti Üzerindeki Etkileri: Covid-19 Küresel Salgın Dönemi

Year 2022, Volume: 17 Issue: 67, 800 - 820, 31.07.2022
https://doi.org/10.19168/jyasar.1075232

Abstract

E-Ticaret siteleri artık günlük hayatın önemli bir bölümünde yer almaktadır. İşletmeler de her geçen gün verdikleri hizmetlere yeni boyutlar kazandırarak yeniden ziyaret edilmek, alışveriş yapılırken ilk tercih konumunda olmak arzusundadırlar. Bunun en önemli yolu da müşterileri memnun etmek ve bağlılıklarını artırmaktan geçmektedir. Bu çalışmanın amacı; e-ticaret sitelerinin vermiş oldukları lojistik hizmetlerin müşteri memnuniyeti ve yeniden satın alma niyetleri üzerinde herhangi bir etkisinin olup olmadığını ortaya çıkarmaktır. Bu kapsamda Türkiye’de ikamet etmekte olan 337 e-ticaret kullanıcısından anket yoluyla veriler toplanmıştır. Elde edilen verilere keşfedici faktör analizi, korelasyon ve regresyon analizleri uygulanmıştır. Araştırma neticesinde sipariş kalitesi, bilgi kalitesi, iade ve müşteri hizmetlerinin müşteri memnuniyeti üzerinde anlamlı bir etkiye sahip olduğu ortaya çıkmıştır. Zamanındalık ve kargo hizmetlerinin ise müşteri memnuniyeti üzerinde anlamlı bir etkiye sahip olmadığı belirlenmiştir. Ayrıca sipariş kalitesi, zamanındalık, iade ve müşteri hizmetlerinin yeniden satın alma niyeti üzerinde anlamlı bir etkisi varken bilgi kalitesi ve kargo hizmetlerinin anlamlı bir etkiye sahip olmadığı sonucuna varılmıştır.

References

  • Avarkan, D. (2018). E-Ticarette Tersine Lojistik Faaliyetlerinin Müşteri Memnuniyetine Etkisi. Yalova Üniversitesi Sosyal Bilimler Enstitüsü.
  • Aydın, S., & Mermertaş, K. (2020). E-Perakende Sektöründe Satış Sonrası Hizmetlerin Müşteri Tatmini ve Tekrar Satın Alma Niyetine Etkisi. Kafkas Üniversitesi İktisadi ve İdari Bilimler Fakültesi, 840-863.
  • Başkol, M. (2016). E-Perakende Hizmet Kalitesinin Tekrar Satın Alma Üzerindeki Etkileri. Business and Economics Research Journal, 107-121.
  • Brummelman, H., Kuipers, B., & Vale, N. (2003). Effecten van Packstations op Verkeerbewegingen (Impacts of Locker Points on Mobility). TNO Inro, Delft.
  • Cao, Y., Ajjan, H., & Hong, P. (2017). Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction. Asia Pasific Journal of Marketing and Logistics, 400-416.
  • Chamola, V., Hassija, V., Gupta, V., & Guizani, M. (2020). A Comprehensive Review of the COVID-19 Pandemic and the Role of IoT, Drones, AI, Blockchain, and 5G in Managing its Impact. IEEE Access, 90225-90265.
  • Chen, Z., Ling, K., Ying, G., & Meng, T. (2012). Antecedents of Online Customer Satisfaction in China. International Business Management, 168-175.
  • Durmuş, B., Yurtkoru, E., & Çinko, M. (2016). Sosyal Bilimlerde Spss'le Veri Analizi. Beta.
  • Dutta, P., Mishra, A., Khandelwal, S., & Katthawala, I. (2020). A multiobjective optimization model for sustainable reverse logistics in Indian E-commerce market. Journal of Cleaner Production.
  • E-Ticaret Bilgi Platformu. (2020). https://www.eticaret.gov.tr: https://www.eticaret.gov.tr/istatistikler adresinden alındı
  • Fernades, N. (2020). Economic Effects of Coronavirus Outbreak (Covid-19) on THe World Economy. IESE Business School.
  • Gajewska, T., Zimon, D., Kaczor, G., & Madzik, P. (2020). The impact of the level of customer satisfaction on the quality of e-commerce services. International Journal of Productivity and Performance Management, 666-684.
  • Güven, H. (2020). Covid-19 Sürecinde E-Ticaret Sitelerine Yöneltilen Müşteri Şikayetlerinin İncelenmesi. Electronic Turkish Studies, 511-530.
  • Hacıalloğlu, A., & Sağlam, M. (2020). Covid-19 Pandemi Sürecinde Tüketici Davranışları ve E-Ticaretteki Değişimler. Medya ve Kültürel Çalışmalar Dergisi, 16-29.
  • Hirsh, S., & Alman, S. (2020). Blockchain. ALA Neal-Schuman.
  • Ho, C.-F., & Wu, W.-H. (1999). Antecedents of Customer Satisfaction on the Internet: An Empirical Study of Online Shopping. Proceedings of the 32nd Hawaii International Conference on System Sciences.
  • Huq, F., Bhutta, M., & Cutright, K. (2015). Excess warehouse space allocation for cost reduction and customer service improvement. International Journal of Business Continuity and Risk Management, 68-76.
  • Hurtado, P., Dornoles, C., & Frazzon, E. (2019). Big Data Application for E-Commerce's Logistics: A Research Assessment and Conceptual Model. IFAC PapersOnLine, 838-843.
  • Ilyas, G., Rahmi, S., Tamsah, H., Munir, A., & Putra, A. (2020). Reflective Model of Brand Awareness on Repurchase Intention and Customer Satisfaction. Journal of Asian Finance, Economics and Business, 427-438.
  • Jalil, E. (2019). Customer Satisfaction and Reverse Logistics in E-Commerce: The Case of Klang Valley. International Conference on Operations and Supply Chain Management.
  • Janjevic, M., & Winkenbach, M. (2020). Characterizing urban last-mile distribution strategies in mature and emerging e-commerce markets. Transportation Research Part A, 164-196.
  • Karadeniz, M., & Işık, M. (2014). Lojistik Hizmet Kalitesi ile Müşteri Memnuniyeti İlişkisi: E-Ticaret Üzerinde Bir Araştırma. İstanbul Journal of Social Sciences.
  • Kaya, S., & Turğut, M. (2018). Impact of Logistics Activities on The Intention to Re-Purchase from E-Commerce Perspective. The Journal of International Scientific Researches, 188-204.
  • Kayıkçı, Y. (2018). E-Commerce in Logistics and Supply Chain Management. M. Khosrow-Pour içinde, Encyclopedia of Information Science and Technology, Fourth Edition (s. 5367). IGI Global.
  • Khanh, H. (2020). Customer Satisfaction at Tiki.vn E-Commerce Platform. The Journal of Asian Finance, Economics and Business, 173-183.
  • Krishnamoorthy, D., & Sandhiya, M. (2020). A study on e-logistics service quality and its impact on customer satisfaction in e-commerce industry. Journal of Contemporary Issues in Business and Government, 849-857.
  • Kysh, L. (2020). Adaptation of B2C E-Commerce to The Conditions of The Covid-19 Pandemic. East European Scientific Journal, 14-19.
  • Lin, C. (2003). A Critical Apprisal of Customer Satisfaction and E-Commerce. Managerial Auditing Journal, 202-212.
  • Lin, Y., Luo, J., Cai, S., Ma, S., & Rong, K. (2016). Exploring the service quality in the e-commerce context: a triadic view. Industrial Management & Data Systems, 388-415.
  • Mahale, K. (2016). Privacy Preservation of Data in Amalgamation with Cloud Computing and E-commerce. MIT- SOM PGRC KJIMRP National Research Conference (Special Issue), 254-259.
  • McKinnon, A., & Tallam, D. (2003). Unattended delivery to the home: an assessment of the security implications. International Journal of Retail & Distribution Management, 30-41.
  • Mentzer, J., Flint, D., & Hult, G. (2001). Logistics service quality as a segment customized process. Journal of Marketing, 82-104.
  • Ming, N., & Ruihui, L. (2009). Four types of reverse logistics model based on e-commerce environment. Journal of E-Business, 137-139.
  • Öner, Y. (2020). www.kpmg.com: https://home.kpmg/tr/tr/home/gorusler/2020/10/covid-19-eticaret-kargo-tasimaciligina-etkileri.html adresinden alındı
  • Özgül, E., Börühan, G., & Tek, Ö. (2018). Özel Alışveriş Sitelerinde Siparişlerin Yerine Getirilmesinde Lojistik Hizmet Kalitesinin Müşteri Memnuniyetine Etkisi. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 629-664.
  • Pal, A., & Purushothaman, B. (2017). IoT Technical Challenges and Solutions. Artech House.
  • Pham, Q., Tran, X., Misra, S., Maskeliunas, R., & Damasevicius, R. (2018). Relationship between Convenience, Perceived Value, and Repurchase Intention in Online Shopping in Vietnam. Sustainability.
  • Puschmann, T., & Alt, R. (2016). Sharing Economy. Business & Information Systems Engineering, 93-99.
  • Rajendran, S., Wahab, S., Ling, Y., & Yun, L. (2018). The Impact of Logistics Services On The E-Shoppers' Satisfaction. International Journal of Supply Chain Management, 461-469.
  • Singh, S., Kumar, R., Panchal, R., & Kumar Tiwari, M. (2020). Impact of COVID-19 on logistics system and disruptions in food supply chain. International Journal of Production Research.
  • Stank, T., Goldsby, T., & Vickery, S. (2003). Logistics service performance: estimating its influence on market share. Journal of Business Logistics, 27-55.
  • Steinberg, E. (2019). Big Data and Personalized Pricing. Business Ethics Quarterly , 97-117.
  • Suhaily, L., & Soelasih, Y. (2017). What Effects Repurchase Intention of Online Shopping. International Business Research, 113-122.
  • Sullivan, Y., & Kim, D. (2017). Assessing the effects of customers' product evaluations and trust on repurchase intention in e-commerce environments. International Journal of Information Management, 199-219.
  • Tarn, J., Razi, M., Wen, H., & Perez Jr, A. (2003). E-fulfillment: the strategy and operational requirements. Logistics Information Management, 350-362.
  • Turban, E., Whiteside, J., King, D., & Outland, J. (2017). Introduction to Electronic Commerce and Social Commerce. Springer.
  • UİB. (2020). Covid 19'un E-Ticaret Üzerindeki Etkileri. Uludağ İhracatçı Birlikleri Genel Sekreterliği Arge Şubesi.
  • Vakulenko, Y., Hellström, D., & Hjort, K. (2018). What's in the parcel locker? Exploring customer value in e-commerce last mile delivery. Journal of Business Research, 421-427.
  • Van Duin, J., Wiegmans, B., Van Arem, B., & Van Amstel, Y. (2020). From Home Delivery to Parcel Lockers: A Case Study in Amsterdam. Transportation Research Procedia, 37-44.
  • Weltevreden, J. (2008). B2C E-Commerce Logistics: The Rise of Collection and Delivery Points in The Netherlands. International Journal of Retail & Distribution Management, 638-660.
  • Yıldız, B. (2020). E-Ticaret Lojistik Hizmet Kalitesinin Güven, Memnuniyet ve Sadakat Üzerindeki Etkisi. Giresun Üniversitesi İktisadi ve İdari Bilimler Dergisi, 37-59.
  • Yu, Y., Wang, X., Zhong, R., & Huang, G. (2017). E-Commerce Logistics in Supply Chain Management Implementations and Future Perspective in Furniture Industry. Industrial Management & Data Systems, 2263-2286.

The Effects of E-Commerce Logistics on Customer Satisfaction and Repurchase Intention: Covid-19 Global Epidemic Period

Year 2022, Volume: 17 Issue: 67, 800 - 820, 31.07.2022
https://doi.org/10.19168/jyasar.1075232

Abstract

E-Commerce sites are now an important part of our lives. Companies also want to add new dimensions to the services they provide every day and to be visited again. They want to be in the position of first choice when shopping again. The aim of this study is to reveal whether the logistics services provided by e-commerce sites have any effect on customer satisfaction and repurchase intentions. In this context, data were collected from 337 e-commerce users residing in Turkey through questionnaires. Exploratory factor analysis, correlation and regression analysis were applied to the data. As a result of the study, it has been revealed that order quality, information quality, returns and customer services have a significant effect on customer satisfaction. On the other hand, it was determined that timeliness and cargo services did not have a significant effects on customer satisfaction. In addition, it was concluded that order quality, timeliness, return and customer services had a significant effect on repurchase intention, while information quality and cargo services did not have a significant effect.

References

  • Avarkan, D. (2018). E-Ticarette Tersine Lojistik Faaliyetlerinin Müşteri Memnuniyetine Etkisi. Yalova Üniversitesi Sosyal Bilimler Enstitüsü.
  • Aydın, S., & Mermertaş, K. (2020). E-Perakende Sektöründe Satış Sonrası Hizmetlerin Müşteri Tatmini ve Tekrar Satın Alma Niyetine Etkisi. Kafkas Üniversitesi İktisadi ve İdari Bilimler Fakültesi, 840-863.
  • Başkol, M. (2016). E-Perakende Hizmet Kalitesinin Tekrar Satın Alma Üzerindeki Etkileri. Business and Economics Research Journal, 107-121.
  • Brummelman, H., Kuipers, B., & Vale, N. (2003). Effecten van Packstations op Verkeerbewegingen (Impacts of Locker Points on Mobility). TNO Inro, Delft.
  • Cao, Y., Ajjan, H., & Hong, P. (2017). Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction. Asia Pasific Journal of Marketing and Logistics, 400-416.
  • Chamola, V., Hassija, V., Gupta, V., & Guizani, M. (2020). A Comprehensive Review of the COVID-19 Pandemic and the Role of IoT, Drones, AI, Blockchain, and 5G in Managing its Impact. IEEE Access, 90225-90265.
  • Chen, Z., Ling, K., Ying, G., & Meng, T. (2012). Antecedents of Online Customer Satisfaction in China. International Business Management, 168-175.
  • Durmuş, B., Yurtkoru, E., & Çinko, M. (2016). Sosyal Bilimlerde Spss'le Veri Analizi. Beta.
  • Dutta, P., Mishra, A., Khandelwal, S., & Katthawala, I. (2020). A multiobjective optimization model for sustainable reverse logistics in Indian E-commerce market. Journal of Cleaner Production.
  • E-Ticaret Bilgi Platformu. (2020). https://www.eticaret.gov.tr: https://www.eticaret.gov.tr/istatistikler adresinden alındı
  • Fernades, N. (2020). Economic Effects of Coronavirus Outbreak (Covid-19) on THe World Economy. IESE Business School.
  • Gajewska, T., Zimon, D., Kaczor, G., & Madzik, P. (2020). The impact of the level of customer satisfaction on the quality of e-commerce services. International Journal of Productivity and Performance Management, 666-684.
  • Güven, H. (2020). Covid-19 Sürecinde E-Ticaret Sitelerine Yöneltilen Müşteri Şikayetlerinin İncelenmesi. Electronic Turkish Studies, 511-530.
  • Hacıalloğlu, A., & Sağlam, M. (2020). Covid-19 Pandemi Sürecinde Tüketici Davranışları ve E-Ticaretteki Değişimler. Medya ve Kültürel Çalışmalar Dergisi, 16-29.
  • Hirsh, S., & Alman, S. (2020). Blockchain. ALA Neal-Schuman.
  • Ho, C.-F., & Wu, W.-H. (1999). Antecedents of Customer Satisfaction on the Internet: An Empirical Study of Online Shopping. Proceedings of the 32nd Hawaii International Conference on System Sciences.
  • Huq, F., Bhutta, M., & Cutright, K. (2015). Excess warehouse space allocation for cost reduction and customer service improvement. International Journal of Business Continuity and Risk Management, 68-76.
  • Hurtado, P., Dornoles, C., & Frazzon, E. (2019). Big Data Application for E-Commerce's Logistics: A Research Assessment and Conceptual Model. IFAC PapersOnLine, 838-843.
  • Ilyas, G., Rahmi, S., Tamsah, H., Munir, A., & Putra, A. (2020). Reflective Model of Brand Awareness on Repurchase Intention and Customer Satisfaction. Journal of Asian Finance, Economics and Business, 427-438.
  • Jalil, E. (2019). Customer Satisfaction and Reverse Logistics in E-Commerce: The Case of Klang Valley. International Conference on Operations and Supply Chain Management.
  • Janjevic, M., & Winkenbach, M. (2020). Characterizing urban last-mile distribution strategies in mature and emerging e-commerce markets. Transportation Research Part A, 164-196.
  • Karadeniz, M., & Işık, M. (2014). Lojistik Hizmet Kalitesi ile Müşteri Memnuniyeti İlişkisi: E-Ticaret Üzerinde Bir Araştırma. İstanbul Journal of Social Sciences.
  • Kaya, S., & Turğut, M. (2018). Impact of Logistics Activities on The Intention to Re-Purchase from E-Commerce Perspective. The Journal of International Scientific Researches, 188-204.
  • Kayıkçı, Y. (2018). E-Commerce in Logistics and Supply Chain Management. M. Khosrow-Pour içinde, Encyclopedia of Information Science and Technology, Fourth Edition (s. 5367). IGI Global.
  • Khanh, H. (2020). Customer Satisfaction at Tiki.vn E-Commerce Platform. The Journal of Asian Finance, Economics and Business, 173-183.
  • Krishnamoorthy, D., & Sandhiya, M. (2020). A study on e-logistics service quality and its impact on customer satisfaction in e-commerce industry. Journal of Contemporary Issues in Business and Government, 849-857.
  • Kysh, L. (2020). Adaptation of B2C E-Commerce to The Conditions of The Covid-19 Pandemic. East European Scientific Journal, 14-19.
  • Lin, C. (2003). A Critical Apprisal of Customer Satisfaction and E-Commerce. Managerial Auditing Journal, 202-212.
  • Lin, Y., Luo, J., Cai, S., Ma, S., & Rong, K. (2016). Exploring the service quality in the e-commerce context: a triadic view. Industrial Management & Data Systems, 388-415.
  • Mahale, K. (2016). Privacy Preservation of Data in Amalgamation with Cloud Computing and E-commerce. MIT- SOM PGRC KJIMRP National Research Conference (Special Issue), 254-259.
  • McKinnon, A., & Tallam, D. (2003). Unattended delivery to the home: an assessment of the security implications. International Journal of Retail & Distribution Management, 30-41.
  • Mentzer, J., Flint, D., & Hult, G. (2001). Logistics service quality as a segment customized process. Journal of Marketing, 82-104.
  • Ming, N., & Ruihui, L. (2009). Four types of reverse logistics model based on e-commerce environment. Journal of E-Business, 137-139.
  • Öner, Y. (2020). www.kpmg.com: https://home.kpmg/tr/tr/home/gorusler/2020/10/covid-19-eticaret-kargo-tasimaciligina-etkileri.html adresinden alındı
  • Özgül, E., Börühan, G., & Tek, Ö. (2018). Özel Alışveriş Sitelerinde Siparişlerin Yerine Getirilmesinde Lojistik Hizmet Kalitesinin Müşteri Memnuniyetine Etkisi. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 629-664.
  • Pal, A., & Purushothaman, B. (2017). IoT Technical Challenges and Solutions. Artech House.
  • Pham, Q., Tran, X., Misra, S., Maskeliunas, R., & Damasevicius, R. (2018). Relationship between Convenience, Perceived Value, and Repurchase Intention in Online Shopping in Vietnam. Sustainability.
  • Puschmann, T., & Alt, R. (2016). Sharing Economy. Business & Information Systems Engineering, 93-99.
  • Rajendran, S., Wahab, S., Ling, Y., & Yun, L. (2018). The Impact of Logistics Services On The E-Shoppers' Satisfaction. International Journal of Supply Chain Management, 461-469.
  • Singh, S., Kumar, R., Panchal, R., & Kumar Tiwari, M. (2020). Impact of COVID-19 on logistics system and disruptions in food supply chain. International Journal of Production Research.
  • Stank, T., Goldsby, T., & Vickery, S. (2003). Logistics service performance: estimating its influence on market share. Journal of Business Logistics, 27-55.
  • Steinberg, E. (2019). Big Data and Personalized Pricing. Business Ethics Quarterly , 97-117.
  • Suhaily, L., & Soelasih, Y. (2017). What Effects Repurchase Intention of Online Shopping. International Business Research, 113-122.
  • Sullivan, Y., & Kim, D. (2017). Assessing the effects of customers' product evaluations and trust on repurchase intention in e-commerce environments. International Journal of Information Management, 199-219.
  • Tarn, J., Razi, M., Wen, H., & Perez Jr, A. (2003). E-fulfillment: the strategy and operational requirements. Logistics Information Management, 350-362.
  • Turban, E., Whiteside, J., King, D., & Outland, J. (2017). Introduction to Electronic Commerce and Social Commerce. Springer.
  • UİB. (2020). Covid 19'un E-Ticaret Üzerindeki Etkileri. Uludağ İhracatçı Birlikleri Genel Sekreterliği Arge Şubesi.
  • Vakulenko, Y., Hellström, D., & Hjort, K. (2018). What's in the parcel locker? Exploring customer value in e-commerce last mile delivery. Journal of Business Research, 421-427.
  • Van Duin, J., Wiegmans, B., Van Arem, B., & Van Amstel, Y. (2020). From Home Delivery to Parcel Lockers: A Case Study in Amsterdam. Transportation Research Procedia, 37-44.
  • Weltevreden, J. (2008). B2C E-Commerce Logistics: The Rise of Collection and Delivery Points in The Netherlands. International Journal of Retail & Distribution Management, 638-660.
  • Yıldız, B. (2020). E-Ticaret Lojistik Hizmet Kalitesinin Güven, Memnuniyet ve Sadakat Üzerindeki Etkisi. Giresun Üniversitesi İktisadi ve İdari Bilimler Dergisi, 37-59.
  • Yu, Y., Wang, X., Zhong, R., & Huang, G. (2017). E-Commerce Logistics in Supply Chain Management Implementations and Future Perspective in Furniture Industry. Industrial Management & Data Systems, 2263-2286.
There are 52 citations in total.

Details

Primary Language Turkish
Journal Section Articles
Authors

Umut Kazancı 0000-0002-0118-5698

Ebru Beyza Bayarçelik 0000-0003-4886-5719

Early Pub Date September 30, 2022
Publication Date July 31, 2022
Published in Issue Year 2022 Volume: 17 Issue: 67

Cite

APA Kazancı, U., & Bayarçelik, E. B. (2022). E-Ticaret Lojistiğinin Müşteri Memnuniyeti ve Yeniden Satın Alma Niyeti Üzerindeki Etkileri: Covid-19 Küresel Salgın Dönemi. Yaşar Üniversitesi E-Dergisi, 17(67), 800-820. https://doi.org/10.19168/jyasar.1075232
AMA Kazancı U, Bayarçelik EB. E-Ticaret Lojistiğinin Müşteri Memnuniyeti ve Yeniden Satın Alma Niyeti Üzerindeki Etkileri: Covid-19 Küresel Salgın Dönemi. Yaşar Üniversitesi E-Dergisi. July 2022;17(67):800-820. doi:10.19168/jyasar.1075232
Chicago Kazancı, Umut, and Ebru Beyza Bayarçelik. “E-Ticaret Lojistiğinin Müşteri Memnuniyeti Ve Yeniden Satın Alma Niyeti Üzerindeki Etkileri: Covid-19 Küresel Salgın Dönemi”. Yaşar Üniversitesi E-Dergisi 17, no. 67 (July 2022): 800-820. https://doi.org/10.19168/jyasar.1075232.
EndNote Kazancı U, Bayarçelik EB (July 1, 2022) E-Ticaret Lojistiğinin Müşteri Memnuniyeti ve Yeniden Satın Alma Niyeti Üzerindeki Etkileri: Covid-19 Küresel Salgın Dönemi. Yaşar Üniversitesi E-Dergisi 17 67 800–820.
IEEE U. Kazancı and E. B. Bayarçelik, “E-Ticaret Lojistiğinin Müşteri Memnuniyeti ve Yeniden Satın Alma Niyeti Üzerindeki Etkileri: Covid-19 Küresel Salgın Dönemi”, Yaşar Üniversitesi E-Dergisi, vol. 17, no. 67, pp. 800–820, 2022, doi: 10.19168/jyasar.1075232.
ISNAD Kazancı, Umut - Bayarçelik, Ebru Beyza. “E-Ticaret Lojistiğinin Müşteri Memnuniyeti Ve Yeniden Satın Alma Niyeti Üzerindeki Etkileri: Covid-19 Küresel Salgın Dönemi”. Yaşar Üniversitesi E-Dergisi 17/67 (July 2022), 800-820. https://doi.org/10.19168/jyasar.1075232.
JAMA Kazancı U, Bayarçelik EB. E-Ticaret Lojistiğinin Müşteri Memnuniyeti ve Yeniden Satın Alma Niyeti Üzerindeki Etkileri: Covid-19 Küresel Salgın Dönemi. Yaşar Üniversitesi E-Dergisi. 2022;17:800–820.
MLA Kazancı, Umut and Ebru Beyza Bayarçelik. “E-Ticaret Lojistiğinin Müşteri Memnuniyeti Ve Yeniden Satın Alma Niyeti Üzerindeki Etkileri: Covid-19 Küresel Salgın Dönemi”. Yaşar Üniversitesi E-Dergisi, vol. 17, no. 67, 2022, pp. 800-2, doi:10.19168/jyasar.1075232.
Vancouver Kazancı U, Bayarçelik EB. E-Ticaret Lojistiğinin Müşteri Memnuniyeti ve Yeniden Satın Alma Niyeti Üzerindeki Etkileri: Covid-19 Küresel Salgın Dönemi. Yaşar Üniversitesi E-Dergisi. 2022;17(67):800-2.