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

Abstract

This 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, and 417 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 equation model. According to the analysis findings, system availability, fulfilment, responsiveness, and compensation had a significant and positive effect on e-satisfaction, and efficiency, privacy, and contact have no significant and positive effect on e-satisfaction. The findings were interpreted, and suggestions were provided.