E-S-Quality, Perceived Value and Loyalty Intentions Relationships in Internet Retailers

ZEHİR C., Sehitoglu Y., Narcıkara E., Zehir S.

10th International Strategic Management Conference, Rome, Italy, 19 - 21 June 2014, vol.150, pp.1071-1079 identifier

  • Publication Type: Conference Paper / Full Text
  • Volume: 150
  • Doi Number: 10.1016/j.sbspro.2014.09.120
  • City: Rome
  • Country: Italy
  • Page Numbers: pp.1071-1079
  • Keywords: E-service quality, perceived value, loyalty intention, SERVICE QUALITY, MODEL
  • Yıldız Technical University Affiliated: Yes


E-commerce has become an important phenomenon in today's business life owing to developments in technology and growing internet retailing. More and more people started to prefer internet retailers while shopping and this resulted in giving more emphasis on service quality, customer perceptions and customer loyalty to those online retailers. Consequently, service quality and the factors effecting customer preferences regarding online retailers became a popular field of study. This paper examines the above-mentioned topic in Turkish business context. Our survey applied to 645 respondents using the 10 most prominent internet retailers in Turkey, with the aim of understanding associations between E-Service Quality, Perceived Value and Loyalty Intentions. According to the results of our study, we can infer that there is a strong relationship between E-service Quality and Loyalty Intentions and Perceived Value act as a mediator between them. (C) 2014 The Authors. Published by Elsevier Ltd.