The effect of e-service quality and after-sales e-servicequality on e-satisfaction

Abstract

His study investigates the effects of e-service quality and after-sales e-service dimensions of e commerce sites on customers' e-satisfaction. E-commerce site hepsiburada.com operating in Turkey, was selected as an example for their e-commerce website. The survey method collected the data, and417 hepsiburada.com customers reached by random sampling method were included in the study. E S-QUAL and E-RecS-QUAL scales were used to measure the concepts of e-service quality and after sales e-service quality. The data were analyzed by confirmatory factor analysis and structural equationmodel. According to the analysis findings, system availability, fulfilment, responsiveness, andcompensation had a significant and positive effect on e-satisfaction, and efficiency, privacy, andcontact have no significant and positive effect on e-satisfaction. The findings were interpreted, andsuggestions were provided.