E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions

ZEHİR C. , Narcikara E.

5th International Conference on Leadership, Technology, Innovation and Business Management (ICLTIBM), İstanbul, Turkey, 10 - 12 December 2015, vol.229, pp.427-443 identifier

  • Publication Type: Conference Paper / Full Text
  • Volume: 229
  • Doi Number: 10.1016/j.sbspro.2016.07.153
  • City: İstanbul
  • Country: Turkey
  • Page Numbers: pp.427-443
  • Keywords: E- Service Quality, E- Recovery Service Quality, Perceived Value, Loyalty Intention, CONSUMER PERCEPTIONS, SCALE DEVELOPMENT, SWITCHING COSTS, SATISFACTION, IMPACT, TRUST, MODEL


With the raise of internet retailing, service quality of e-retailers has been recognized as an important factor in determining success levels of e-commerce ventures. New shopping habits resulted in a growing number of studies about customer satisfaction, trust, acceptance, service quality, customer perceptions and customer loyalty. Our paper examines the above-mentioned topic in Turkish e-business context. We applied our survey to 645 customers using the most popular 10 online retailers in Turkey, with the aim of understanding relationships between E-Service Quality, Perceived Value, Recovery Service Experiences and Loyalty intentions. We wanted to see the effects of recovery services during nonroutine encounters of customers with the sites as well as e-service quality's effects on routine encounters. 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) 2016 The Authors. Published by Elsevier Ltd.