THE RELATIONSHIP BETWEEN DETERMINANTS OF SHOPPING SITES AND CUSTOMER E-TRUST, PURCHASE INTENTION, SATISFACTION, AND REPURCHASE

Serhat ATA, Abdülvahap BAYDAŞ, Mehmet Emin YAŞAR
2021 Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi  
In recent years, the Internet has caused radical changes in business and social life, one of which is online purchasing. The online purchasing status of consumers can be affected by many factors. One of these factors is website determinants. These determinants overwhelmingly shape consumers' behaviors and loyalty in the future. For consumers, online shopping involves more uncertainties than physical shopping. Especially in the current period, even daily basic needs are made with online
more » ... which makes this situation even more difficult for both e-commerce businesses and customers. The aim of this study is to reveal the mediating role of customer e-trust in the relationship between determinants of shopping websites and online purchase intention, satisfaction, and repurchase intention of customers. In this research, based on the literature review, the questionnaire method was applied to 321 participants, only in Bingöl province of Turkey and via e-mail between September and December 2020. The convenience sampling method was used in the choice of the people participating in the study. The population of the research consists of consumers only preferring online shops. For testing the hypotheses, first-factor analysis was conducted, and to reveal mediation effect, multiple regression analysis was applied. In line with this, findings show that image, interface, security, and privacy subdimensions of web determinants positively affect meaningful purchase intention, customer satisfaction, and repurchase of customers. Besides, it was found that e-trust has a partial mediating role in this relationship. The most important limitation in the findings of this study is that the study only covers the consumers in a certain city. Website user intentions may vary in different cities, cultures, countries, regions, and from education levels. In future studies, in addition to these variables, hedonic purchasing, following fashion, planned purchasing behaviors, as well as brand perception, which are effective in customers' preference of online shopping sites, can be added to examine their effect on existing variables.
doi:10.37880/cumuiibf.979417 fatcat:xmpzf3yhmncyxg7fn37wkpnjoy