A Comparison of Customers Responses to E-Service Quality Statements: Customer Encountered vs. Not Encountered Problems
Nur ÖZER CANARSLAN

Abstract
In recent years, quick growing of online shopping all around the world and differentiation of online shopping from traditional shopping at many points (such as service quality perceptions, sources of problems encountered) have been accompanied new issues. Since the rules of traditional shopping are not completely valid related to these issues, new researches have been required in terms of online shopping. In this study performed, according to whether e-costumers encountered problems in the course of online shopping, it was aimed to compare the responses given to statements of E-S-Qual (E-service quality) scale and determine the differences emerged. Observing difference between the customers encountered and not encountered problems in only 4 statements out of 22. It shows that these 4 statements (“This site is well organized”, “This site does not crash”, “It delivers orders when promised”, “It has in stock the items the company claims to have”)are important factors about encountering problem during online shopping and eliminating the deficiencies in these areas of online stores influential on not encountering problems.

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