Araştırma Makalesi
BibTex RIS Kaynak Göster

Yıl 2023, Cilt: 21 Sayı: 3, 238 - 252, 14.10.2023

Rabia Manisa Sema Sarı

https://doi.org/10.11611/yead.1335927

Öz

Kaynakça

  • Aaker, D. A. ve Jacobson, R. (1994) “The Financial İnformation Content of Perceived Quality”, Journal Of Marketing Research, 31(2): 191-201.
  • Aaker, D. A. (2009) “Marka Değeri Yönetimi”, Translator: Ender Orfanlı, Mediacat Yayın.
  • Aaker, D. A. (2020) “Markalama Başarıya Ulaştıran 20 Temel İlke”, Mediacat Yayın.
  • Akkuş, A. (2019) “Developing a Scale to Measure Students’ Attitudes Toward Science”, International Journal Of Assessment Tools In Education, 6 (4): 706-720.
  • Akoglu, H. E. ve Özbek, O. (2022) “The Effect of Brand Experiences on Brand Loyalty Through Perceived Quality and Brand Trust: a Study on Sports Consumers”, Asia Pacific Journal of Marketing and Logistics, 34(10): 2130-2148.
  • Alhaddad, A. (2015) “Perceived Quality, Brand Image and Brand Trust as Determinants of Brand Loyalty”, Quest Journals Journal of Research in Business and Management, 3(4): 01-08.
  • Aliji, F. (2016) “Dijital Pazarlama ve Marka Sadakati İlişkisi: Online Alışveriş Sitelerine Yönelik Bir İnceleme”, Yüksek Lisans Tezi, Marmara Üniversitesi, Sosyal Bilimler Enstitüsü, İstanbul.
  • Alpar, R. (2001) “Spor Bilimlerinde Uygulamalı İstatistik”, Nobel Yayın.
  • Atulkar, S. (2020) “Brand Trust and Brand Loyalty in Mall Shoppers”, Marketing Intelligence and Planning, 38(5): 559-572.
  • Başanbas, S. (2013) “Algılanan Kalite ile Müşteri Tatmini Arasındaki İlişki: Filtre Kullanıcıları Üzerine Yapılan Amprik Bir Çalışma”, Akademik Bakış Dergisi, 34(1): 1-21.
  • Başer, İ., Cintamür, İ. ve Arslan, F. (2015) “Examining the Effect of Brand Experience on Consumer Satisfaction, Brand Trust and Brand Loyalty”, Marmara Üniversitesi İktisadi ve İdari Bilimler Dergisi, 37(2): 101-128.
  • Bhaskar, P. P. ve Kumar, D. P. (2016) “Customer Loyalty on E-Commerce”, International Journal of Management Research and Reviews, 6(12): 1661.
  • Bhatti, N., Bouch, A. ve Kuchinsky, A. (2000) “Integrating User-Perceived Quality İnto Web Server Design”, Computer Networks, 33(1-6): 1-16.
  • Biçer, Ö. ve Şahin, B. (2020) “Turistik Tüketicilerde Marka Aşkı ve Marka Sadakati: Otel Müşterileri Örneği”, Tourism Academic Journal, 7(1): 133-147.
  • Biedenbach, G. ve Marell, A. (2009) “The Impact of Customer Experience on Brand Equity in a Business-to-Business Services Setting”, Journal of Brand Management, 17(6): 446–458.
  • Bilgili, B. ve Özkul, E. (2015) “Brand Awareness, Brand Personality, Brand Loyalty and Consumer Satisfaction Relations in Brand Positioning Strategies (A Torku Brand Sample)”, Journal of Global Strategic Management, 9 (2).
  • Bowen, J. T. ve Chen, S. L. (2001) “The Relationship Between Customer Loyalty and Customer Satisfaction”, International Journal of Contemporary Hospitality Management, 213-217.
  • Brogi, S., Calabrese, A., Campisi, D., Capece, G., Costa, R. ve Pillo, F. D. (2013) “The Effects of Online Brand Communities on Brand Equity in the Luxury Fashion Industry”, International Journal of Engineering Business Management Special Issue On Innovations in Fashion Industry, 1-9.
  • Cao M., Zhang Q. ve Seydel J. (2005) “B2C E-Commerce Web Site Quality: An Empirical Examination”, Industrial Management & Data Systems, 105 (5): 645-661.
  • Chen, C.C. ve Chang, S.C. (2006) “Research on Customer Satisfaction: Take the Loan Market of the Taiwaness Region as an Examle”, Journal of American Academy of Business, Cambridge, 9 (1): 197-201.
  • Cohen, L., Manion, L. ve Morrison, K. (2007) “Research Methods in Education”, Routledge, New York.
  • Coşkun, A. N. (2014) “Marka Sadakatinin Tüketici Tutumları ve Davranışlarına Yansımaları: Hızlı Tüketim Ürünlerinde Marka Sadakati Oluşumu Üzerine Bir Araştırma”, Doktora Tezi, İstanbul Üniversitesi, Sosyal Bilimler Enstitüsü, İstanbul.
  • Coyne, K. (1989) “Beyond Service Fads Meaningful Strategies for the Real World”, Sloan Management Review, 30: 9-76.
  • Çapık, C. (2014) “İstatistiksel Güç Analizi ve Hemşirelik Araştirmalarinda Kullanimi: Temel Bilgiler”, Anadolu Hemşirelik ve Sağlık Bilimleri Dergisi, 17(4): 268-274.
  • Çatı, K. ve Koçoğlu, C. M. (2008) “Müşteri Sadakati ile Müşteri Tatmini Arasındaki İlişkiyi Belirlemeye Yönelik Bir Araştırma”, The Journal of Selcuk University Social Sciences Institute, 167-188.
  • Doğan, İ. (2015) “Farklı Veri Yapısı ve Örneklem Büyüklüklerinde Yapısal Eşitlik Modellerinin Geçerliği ve Güvenirliğinin Değerlendirilmesi”, Doktora Tezi, Eskişehir Osmangazi Üniversitesi. Sağlık Bilimleri Enstitüsü, Eskişehir.
  • Doğanlar, T. (2016) “Türkiye’de Elektronik Ticaret Pazarı ve Pazarın Gelişimi”, İstanbul Ticaret Üniversitesi Dış Ticaret Enstitüsü, Working Paper Series. WPS NO/ 14 / 2016-01.
  • Faullant, R., Matzler, K. ve Fuller, J. (2008) “The Impact of Satisfaction and Image on Loyalty: The Case of Alpine Ski Resorts”, Managing Service Quality, 18(2): 163-178.
  • Fenk, J. ve Yanru, H. (2013) “Study on the Relationships Among Customer Satisfaction, Brand Loyalty and Repurchase Intention”, Journal of Theoretical and Applied Information Technology, 49(1): 180-186.
  • Hsu. H. (2006) “An Empirical Study of Web Site Quality, Customer Value, and Customer Satisfaction Based One-Shop”, The Business Review, 5(1): 190-193.
  • Ilıcalı, İ. B., Yönet, Ö., Şahin, Ş. ve Suher, H. K. (2016) “Algılanan Marka Benzerliğinin; Marka Sadakati, Marka Tatmini ve Servis Kalitesi ile Olan İlişkisi: Kargo Kategorisine Yönelik Bir Araştırma”, Marmara Universitesi, Öneri, 295-319.
  • Iyer, R. ve Muncy, J. A. (2005) “The Role of Brand Parity in Developing Loyal Customers”, Journal of Advertising Research, 222-228.
  • Kuo, Y. F. (2003) “A Study on Service Quality of Community Websites”, Total Quality Management and Business Excellence, 14(4): 461-473.
  • Kurutaç, H. (2019) “Satış Yöneticileri Gözünden Marka Sadakati ve İzmir İli Gsm Sektörü Örneği”, Yüksek Lisans Üniversitesi, Manisa Celal Bayar Üniversitesi, Sosyal Bilimler Üniversitesi, Manisa.
  • Marangoz, M. ve Akyıldız, M. (2007) “Algılanan Şirket İmajı ve Müşteri Tatmininin Müşteri Sadakatine Etkileri”, Journal of Administrative Sciences, 5(1): 194-218.
  • Mellens, M., M.G.Dekimpe ve Steenkamp, J. B. (1996) “A Review Of Brand- Loyalty Measures in Marketing”, Tijdschrift Voor Economie En Management, 4: 507-533.
  • Meydan, C. M. ve Şeşen, H. (2015) “Yapısal Eşitlik Modellemesi Amos Uygulamaları”, Detay Yayıncılık.
  • Nguyen, T. D., Barrett, N. J. ve Miller, K. E. (2011) “Brand Loyalty in Emerging Markets”, Marketing Intelligence & Planning, 29(3): 222-232.
  • Odabaşı, Y. (2010) “Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi”, Sistem Yayıncılık.
  • Othman, M., Kamarohim, N. ve Nizam, F. M. (2017) “Brand Credibility, Perceived Quality and Perceived Value: A Study of Customer Satisfaction”, International Journal of Economics & Management, 11.
  • Park, C. H. ve Kim, Y. G. (2006) “The Effect of Information Satisfaction and Relational Benefit of Consumers' Online Shopping Site Commitments”, Journal of Electronic Commerce in Organizations, 4(1): 70-90.
  • Perry, A. ve Wisnom, D. (2004) “Markanın DNA’sı, Essiz ve Dayanıklı Markalar Yaratmanın Kuralları”, Mediacat Yayınları.
  • Pira, A., Kocabaş, F. ve Yeniçeri, M. (2005) “Küresel Pazarda Marka Yönetimi ve Halkla İlişkiler”, Dönence Basım ve Yayın Hizmetleri.
  • Rahman, M. (2014) “Differentiated Brand Experience in Brand Parity Through Branded Branding Strategy”, Journal of Strategic Marketing, 22(7): 1-13.
  • Roy, S. K., Shekhar, V., Lassar, W. M. ve Chen, T. (2018) “Customer Engagement Behaviors: The Role of Service Convenience, Fairness and Quality” Journal of Retailing and Consumer Services, 44: 293-304.
  • Saleem, S., Rahman, S. U. ve Umar, R. M. (2015) “Measuring Customer Based Beverage Brand Equity: Investigating the Relationship Between Perceived Quality, Brand Awareness, Brand Image, and Brand Loyalty”, International Journal of Marketing Studies, 7(1), 66.
  • Samsunlu, G. ve Baş, M. (2016) “Marka Değerinin Tüketici Satın Alma Tutumları Üzerine Etkisi ve Mcdonald’s ve Burger King Üzerine Bir Araştırma”, 15. Ulusal İşletmecilik Kongresi Bildiriler Kitabı, 341-351.
  • Sandıkçı, M. (2007) “Müşteri Memnuniyeti Ölçülmesi ve Sandıklı Hüdai Kaplıcasında Bir Alan Araştırması”, Afyon Kocatepe University Journal of Economics and Administrative Sciences, 9 (2): 39-53.
  • Shanahan, T., Tran, T.P. ve Taylor, E.C. (2019) “Getting to Know You: Social Media Personalization as a Means of Enhancing Brand Loyalty and Perceived Quality”, Journal of Retailing and Consumer Services, 47: 57-65.
  • Szymanski, D.M. ve Henard, D.D. (2001) “Customer Satisfaction: A Meta-Analysis of the Empirical Evidence”, Journal of the Academy of Marketing Science, 29 (1): 16-35.
  • Tek, Ö. B. (1999) “Pazarlama İlkeleri: Global Yönetimsel Yaklaşım”, Türkiye Uygulamaları, Beta Yayın.
  • Tukiran, M., Tan, P. ve Sunaryo, W. (2021) “Obtaining Customer Satisfaction by Managing Customer Expectation, Customer Perceived Quality and Perceived Value”, Uncertain Supply Chain Management, 9(2): 481-488.
  • Waltz C.F., Strcikland O.L. ve Lenz E.R. (2010) “Measurement in Nursing and Health Research”, New York: Springer Publishing Company, 176-8.
  • Wen C., Prybutok V.R., Blankson C. ve Fang J. (2014) “The Role of E-Quality Within the Consumer Decision Making Process”, International Journal of Operations & Production Management, 34 (12): 1506-1536.
  • Yoon, Y. ve Uysal, M. (2005) “An Examination of the Effects of Motivation and Satisfaction on Destination Loyalty: A Structural Model”, Tourism Management, 26 (1): 45-56.
  • Yu, C. M. J., Wu, L. Y., Chiao, Y. C. ve Tai, H. S. (2005) “Perceived Quality, Customer Satisfaction, and Customer Loyalty: The Case of Lexus in Taiwan”, Total Quality Management, 16 (6): 707-719.
  • Yulisetiarini, D. (2016) “The Effect of Relationship Marketing towards Costumer Satisfaction and Customer Loyalty on Franchised Retails in East Java”, Mediterranean Journal of Social Sciences, 7 (1): 333.
  • Zerenler, M. ve Öğüt, A. (2007) “Sağlık Sektöründe Algılanan Hizmet Kalitesi ve Hastane Tercih Nedenleri Araştırması: Konya Örneği”, The Journal of Selcuk University Social Sciences Institute, 18: 501-519.

THE ROLE OF PERCEIVED QUALITY, CUSTOMER SATISFACTION AND BRAND PARITY IN DEVELOPING BRAND LOYALTY IN GLOBAL E-COMMERCE SITES

Yıl 2023, Cilt: 21 Sayı: 3, 238 - 252, 14.10.2023

Rabia Manisa Sema Sarı

https://doi.org/10.11611/yead.1335927

Öz

E-commerce has changed shopping habits and increased the competition of businesses while expanding consumers' options. Therefore, e-commerce businesses have begun to actively seek ways to increase brand loyalty in order to survive and differentiate themselves in a highly competitive environment. In this context, this study investigates the role of perceived quality, customer satisfaction, and brand parity in cultivating brand loyalty within the realm of global e-commerce.
In this study, an online survey has been conducted on the customers of Amazon, Global JD (JoyBuy) and Aliexpress e-commerce sites. SPSS 25 program was used for validity, reliability and frequency analysis in the research, and the AMOS 21 software was utilized to assess the structural soundness of the scales and conduct confirmatory factor analysis. The findings suggest that customer satisfaction and brand parity positively affect brand loyalty. In addition, the empirical evidences have revealed a favorable impact of perceived quality on customer satisfaction.

Anahtar Kelimeler

E-Commerce Brand Loyalty Perceived Quality Brand Parity Customer Satisfaction

Kaynakça

  • Aaker, D. A. ve Jacobson, R. (1994) “The Financial İnformation Content of Perceived Quality”, Journal Of Marketing Research, 31(2): 191-201.
  • Aaker, D. A. (2009) “Marka Değeri Yönetimi”, Translator: Ender Orfanlı, Mediacat Yayın.
  • Aaker, D. A. (2020) “Markalama Başarıya Ulaştıran 20 Temel İlke”, Mediacat Yayın.
  • Akkuş, A. (2019) “Developing a Scale to Measure Students’ Attitudes Toward Science”, International Journal Of Assessment Tools In Education, 6 (4): 706-720.
  • Akoglu, H. E. ve Özbek, O. (2022) “The Effect of Brand Experiences on Brand Loyalty Through Perceived Quality and Brand Trust: a Study on Sports Consumers”, Asia Pacific Journal of Marketing and Logistics, 34(10): 2130-2148.
  • Alhaddad, A. (2015) “Perceived Quality, Brand Image and Brand Trust as Determinants of Brand Loyalty”, Quest Journals Journal of Research in Business and Management, 3(4): 01-08.
  • Aliji, F. (2016) “Dijital Pazarlama ve Marka Sadakati İlişkisi: Online Alışveriş Sitelerine Yönelik Bir İnceleme”, Yüksek Lisans Tezi, Marmara Üniversitesi, Sosyal Bilimler Enstitüsü, İstanbul.
  • Alpar, R. (2001) “Spor Bilimlerinde Uygulamalı İstatistik”, Nobel Yayın.
  • Atulkar, S. (2020) “Brand Trust and Brand Loyalty in Mall Shoppers”, Marketing Intelligence and Planning, 38(5): 559-572.
  • Başanbas, S. (2013) “Algılanan Kalite ile Müşteri Tatmini Arasındaki İlişki: Filtre Kullanıcıları Üzerine Yapılan Amprik Bir Çalışma”, Akademik Bakış Dergisi, 34(1): 1-21.
  • Başer, İ., Cintamür, İ. ve Arslan, F. (2015) “Examining the Effect of Brand Experience on Consumer Satisfaction, Brand Trust and Brand Loyalty”, Marmara Üniversitesi İktisadi ve İdari Bilimler Dergisi, 37(2): 101-128.
  • Bhaskar, P. P. ve Kumar, D. P. (2016) “Customer Loyalty on E-Commerce”, International Journal of Management Research and Reviews, 6(12): 1661.
  • Bhatti, N., Bouch, A. ve Kuchinsky, A. (2000) “Integrating User-Perceived Quality İnto Web Server Design”, Computer Networks, 33(1-6): 1-16.
  • Biçer, Ö. ve Şahin, B. (2020) “Turistik Tüketicilerde Marka Aşkı ve Marka Sadakati: Otel Müşterileri Örneği”, Tourism Academic Journal, 7(1): 133-147.
  • Biedenbach, G. ve Marell, A. (2009) “The Impact of Customer Experience on Brand Equity in a Business-to-Business Services Setting”, Journal of Brand Management, 17(6): 446–458.
  • Bilgili, B. ve Özkul, E. (2015) “Brand Awareness, Brand Personality, Brand Loyalty and Consumer Satisfaction Relations in Brand Positioning Strategies (A Torku Brand Sample)”, Journal of Global Strategic Management, 9 (2).
  • Bowen, J. T. ve Chen, S. L. (2001) “The Relationship Between Customer Loyalty and Customer Satisfaction”, International Journal of Contemporary Hospitality Management, 213-217.
  • Brogi, S., Calabrese, A., Campisi, D., Capece, G., Costa, R. ve Pillo, F. D. (2013) “The Effects of Online Brand Communities on Brand Equity in the Luxury Fashion Industry”, International Journal of Engineering Business Management Special Issue On Innovations in Fashion Industry, 1-9.
  • Cao M., Zhang Q. ve Seydel J. (2005) “B2C E-Commerce Web Site Quality: An Empirical Examination”, Industrial Management & Data Systems, 105 (5): 645-661.
  • Chen, C.C. ve Chang, S.C. (2006) “Research on Customer Satisfaction: Take the Loan Market of the Taiwaness Region as an Examle”, Journal of American Academy of Business, Cambridge, 9 (1): 197-201.
  • Cohen, L., Manion, L. ve Morrison, K. (2007) “Research Methods in Education”, Routledge, New York.
  • Coşkun, A. N. (2014) “Marka Sadakatinin Tüketici Tutumları ve Davranışlarına Yansımaları: Hızlı Tüketim Ürünlerinde Marka Sadakati Oluşumu Üzerine Bir Araştırma”, Doktora Tezi, İstanbul Üniversitesi, Sosyal Bilimler Enstitüsü, İstanbul.
  • Coyne, K. (1989) “Beyond Service Fads Meaningful Strategies for the Real World”, Sloan Management Review, 30: 9-76.
  • Çapık, C. (2014) “İstatistiksel Güç Analizi ve Hemşirelik Araştirmalarinda Kullanimi: Temel Bilgiler”, Anadolu Hemşirelik ve Sağlık Bilimleri Dergisi, 17(4): 268-274.
  • Çatı, K. ve Koçoğlu, C. M. (2008) “Müşteri Sadakati ile Müşteri Tatmini Arasındaki İlişkiyi Belirlemeye Yönelik Bir Araştırma”, The Journal of Selcuk University Social Sciences Institute, 167-188.
  • Doğan, İ. (2015) “Farklı Veri Yapısı ve Örneklem Büyüklüklerinde Yapısal Eşitlik Modellerinin Geçerliği ve Güvenirliğinin Değerlendirilmesi”, Doktora Tezi, Eskişehir Osmangazi Üniversitesi. Sağlık Bilimleri Enstitüsü, Eskişehir.
  • Doğanlar, T. (2016) “Türkiye’de Elektronik Ticaret Pazarı ve Pazarın Gelişimi”, İstanbul Ticaret Üniversitesi Dış Ticaret Enstitüsü, Working Paper Series. WPS NO/ 14 / 2016-01.
  • Faullant, R., Matzler, K. ve Fuller, J. (2008) “The Impact of Satisfaction and Image on Loyalty: The Case of Alpine Ski Resorts”, Managing Service Quality, 18(2): 163-178.
  • Fenk, J. ve Yanru, H. (2013) “Study on the Relationships Among Customer Satisfaction, Brand Loyalty and Repurchase Intention”, Journal of Theoretical and Applied Information Technology, 49(1): 180-186.
  • Hsu. H. (2006) “An Empirical Study of Web Site Quality, Customer Value, and Customer Satisfaction Based One-Shop”, The Business Review, 5(1): 190-193.
  • Ilıcalı, İ. B., Yönet, Ö., Şahin, Ş. ve Suher, H. K. (2016) “Algılanan Marka Benzerliğinin; Marka Sadakati, Marka Tatmini ve Servis Kalitesi ile Olan İlişkisi: Kargo Kategorisine Yönelik Bir Araştırma”, Marmara Universitesi, Öneri, 295-319.
  • Iyer, R. ve Muncy, J. A. (2005) “The Role of Brand Parity in Developing Loyal Customers”, Journal of Advertising Research, 222-228.
  • Kuo, Y. F. (2003) “A Study on Service Quality of Community Websites”, Total Quality Management and Business Excellence, 14(4): 461-473.
  • Kurutaç, H. (2019) “Satış Yöneticileri Gözünden Marka Sadakati ve İzmir İli Gsm Sektörü Örneği”, Yüksek Lisans Üniversitesi, Manisa Celal Bayar Üniversitesi, Sosyal Bilimler Üniversitesi, Manisa.
  • Marangoz, M. ve Akyıldız, M. (2007) “Algılanan Şirket İmajı ve Müşteri Tatmininin Müşteri Sadakatine Etkileri”, Journal of Administrative Sciences, 5(1): 194-218.
  • Mellens, M., M.G.Dekimpe ve Steenkamp, J. B. (1996) “A Review Of Brand- Loyalty Measures in Marketing”, Tijdschrift Voor Economie En Management, 4: 507-533.
  • Meydan, C. M. ve Şeşen, H. (2015) “Yapısal Eşitlik Modellemesi Amos Uygulamaları”, Detay Yayıncılık.
  • Nguyen, T. D., Barrett, N. J. ve Miller, K. E. (2011) “Brand Loyalty in Emerging Markets”, Marketing Intelligence & Planning, 29(3): 222-232.
  • Odabaşı, Y. (2010) “Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi”, Sistem Yayıncılık.
  • Othman, M., Kamarohim, N. ve Nizam, F. M. (2017) “Brand Credibility, Perceived Quality and Perceived Value: A Study of Customer Satisfaction”, International Journal of Economics & Management, 11.
  • Park, C. H. ve Kim, Y. G. (2006) “The Effect of Information Satisfaction and Relational Benefit of Consumers' Online Shopping Site Commitments”, Journal of Electronic Commerce in Organizations, 4(1): 70-90.
  • Perry, A. ve Wisnom, D. (2004) “Markanın DNA’sı, Essiz ve Dayanıklı Markalar Yaratmanın Kuralları”, Mediacat Yayınları.
  • Pira, A., Kocabaş, F. ve Yeniçeri, M. (2005) “Küresel Pazarda Marka Yönetimi ve Halkla İlişkiler”, Dönence Basım ve Yayın Hizmetleri.
  • Rahman, M. (2014) “Differentiated Brand Experience in Brand Parity Through Branded Branding Strategy”, Journal of Strategic Marketing, 22(7): 1-13.
  • Roy, S. K., Shekhar, V., Lassar, W. M. ve Chen, T. (2018) “Customer Engagement Behaviors: The Role of Service Convenience, Fairness and Quality” Journal of Retailing and Consumer Services, 44: 293-304.
  • Saleem, S., Rahman, S. U. ve Umar, R. M. (2015) “Measuring Customer Based Beverage Brand Equity: Investigating the Relationship Between Perceived Quality, Brand Awareness, Brand Image, and Brand Loyalty”, International Journal of Marketing Studies, 7(1), 66.
  • Samsunlu, G. ve Baş, M. (2016) “Marka Değerinin Tüketici Satın Alma Tutumları Üzerine Etkisi ve Mcdonald’s ve Burger King Üzerine Bir Araştırma”, 15. Ulusal İşletmecilik Kongresi Bildiriler Kitabı, 341-351.
  • Sandıkçı, M. (2007) “Müşteri Memnuniyeti Ölçülmesi ve Sandıklı Hüdai Kaplıcasında Bir Alan Araştırması”, Afyon Kocatepe University Journal of Economics and Administrative Sciences, 9 (2): 39-53.
  • Shanahan, T., Tran, T.P. ve Taylor, E.C. (2019) “Getting to Know You: Social Media Personalization as a Means of Enhancing Brand Loyalty and Perceived Quality”, Journal of Retailing and Consumer Services, 47: 57-65.
  • Szymanski, D.M. ve Henard, D.D. (2001) “Customer Satisfaction: A Meta-Analysis of the Empirical Evidence”, Journal of the Academy of Marketing Science, 29 (1): 16-35.
  • Tek, Ö. B. (1999) “Pazarlama İlkeleri: Global Yönetimsel Yaklaşım”, Türkiye Uygulamaları, Beta Yayın.
  • Tukiran, M., Tan, P. ve Sunaryo, W. (2021) “Obtaining Customer Satisfaction by Managing Customer Expectation, Customer Perceived Quality and Perceived Value”, Uncertain Supply Chain Management, 9(2): 481-488.
  • Waltz C.F., Strcikland O.L. ve Lenz E.R. (2010) “Measurement in Nursing and Health Research”, New York: Springer Publishing Company, 176-8.
  • Wen C., Prybutok V.R., Blankson C. ve Fang J. (2014) “The Role of E-Quality Within the Consumer Decision Making Process”, International Journal of Operations & Production Management, 34 (12): 1506-1536.
  • Yoon, Y. ve Uysal, M. (2005) “An Examination of the Effects of Motivation and Satisfaction on Destination Loyalty: A Structural Model”, Tourism Management, 26 (1): 45-56.
  • Yu, C. M. J., Wu, L. Y., Chiao, Y. C. ve Tai, H. S. (2005) “Perceived Quality, Customer Satisfaction, and Customer Loyalty: The Case of Lexus in Taiwan”, Total Quality Management, 16 (6): 707-719.
  • Yulisetiarini, D. (2016) “The Effect of Relationship Marketing towards Costumer Satisfaction and Customer Loyalty on Franchised Retails in East Java”, Mediterranean Journal of Social Sciences, 7 (1): 333.
  • Zerenler, M. ve Öğüt, A. (2007) “Sağlık Sektöründe Algılanan Hizmet Kalitesi ve Hastane Tercih Nedenleri Araştırması: Konya Örneği”, The Journal of Selcuk University Social Sciences Institute, 18: 501-519.
Toplam 58 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Konular Demografi (Diğer)
Bölüm Makaleler
Yazarlar

Rabia Manisa 0000-0002-4608-0216

Sema Sarı 0000-0002-0420-0056

Erken Görünüm Tarihi 17 Ekim 2023
Yayımlanma Tarihi 14 Ekim 2023
Yayımlandığı Sayı Yıl 2023 Cilt: 21 Sayı: 3

Kaynak Göster

APA Manisa, R., & Sarı, S. (2023). THE ROLE OF PERCEIVED QUALITY, CUSTOMER SATISFACTION AND BRAND PARITY IN DEVELOPING BRAND LOYALTY IN GLOBAL E-COMMERCE SITES. Journal of Management and Economics Research, 21(3), 238-252. https://doi.org/10.11611/yead.1335927
AMA Manisa R, Sarı S. THE ROLE OF PERCEIVED QUALITY, CUSTOMER SATISFACTION AND BRAND PARITY IN DEVELOPING BRAND LOYALTY IN GLOBAL E-COMMERCE SITES. Journal of Management and Economics Research. Ekim 2023;21(3):238-252. doi:10.11611/yead.1335927
Chicago Manisa, Rabia, ve Sema Sarı. “THE ROLE OF PERCEIVED QUALITY, CUSTOMER SATISFACTION AND BRAND PARITY IN DEVELOPING BRAND LOYALTY IN GLOBAL E-COMMERCE SITES”. Journal of Management and Economics Research 21, sy. 3 (Ekim 2023): 238-52. https://doi.org/10.11611/yead.1335927.
EndNote Manisa R, Sarı S (01 Ekim 2023) THE ROLE OF PERCEIVED QUALITY, CUSTOMER SATISFACTION AND BRAND PARITY IN DEVELOPING BRAND LOYALTY IN GLOBAL E-COMMERCE SITES. Journal of Management and Economics Research 21 3 238–252.
IEEE R. Manisa ve S. Sarı, “THE ROLE OF PERCEIVED QUALITY, CUSTOMER SATISFACTION AND BRAND PARITY IN DEVELOPING BRAND LOYALTY IN GLOBAL E-COMMERCE SITES”, Journal of Management and Economics Research, c. 21, sy. 3, ss. 238–252, 2023, doi: 10.11611/yead.1335927.
ISNAD Manisa, Rabia - Sarı, Sema. “THE ROLE OF PERCEIVED QUALITY, CUSTOMER SATISFACTION AND BRAND PARITY IN DEVELOPING BRAND LOYALTY IN GLOBAL E-COMMERCE SITES”. Journal of Management and Economics Research 21/3 (Ekim 2023), 238-252. https://doi.org/10.11611/yead.1335927.
JAMA Manisa R, Sarı S. THE ROLE OF PERCEIVED QUALITY, CUSTOMER SATISFACTION AND BRAND PARITY IN DEVELOPING BRAND LOYALTY IN GLOBAL E-COMMERCE SITES. Journal of Management and Economics Research. 2023;21:238–252.
MLA Manisa, Rabia ve Sema Sarı. “THE ROLE OF PERCEIVED QUALITY, CUSTOMER SATISFACTION AND BRAND PARITY IN DEVELOPING BRAND LOYALTY IN GLOBAL E-COMMERCE SITES”. Journal of Management and Economics Research, c. 21, sy. 3, 2023, ss. 238-52, doi:10.11611/yead.1335927.
Vancouver Manisa R, Sarı S. THE ROLE OF PERCEIVED QUALITY, CUSTOMER SATISFACTION AND BRAND PARITY IN DEVELOPING BRAND LOYALTY IN GLOBAL E-COMMERCE SITES. Journal of Management and Economics Research. 2023;21(3):238-52.