Araştırma Makalesi
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The Mediation Role of Customer Satisfaction in the Effect of Retail Channel Integration on Repurchase Intention

Yıl 2023, Sayı: 77, 248 - 271, 28.07.2023

Seyda Fatih Harmandaroğlu Remzi Altunışık

https://doi.org/10.51290/dpusbe.1298038
Cited By: 2

Öz

Retail channel integration is one of the prominent issues in the context of multi-channel marketing practices in recent years. The emergence of individuality during the pandemic has accelerated the introduction of digitalization into our lives earlier than expected. This increase has made the rapid use of online and offline channels in the retail sector, as in every sector, inevitable. This situation has revealed the importance of retail channel integration. The purpose of this research is to examine the effect of retail channel integration on repurchase intention and whether customer satisfaction has a mediating role in this interaction. In the context of the research, people who shopped from both physical and online stores constitute the universe of the research. Within the scope of the research, the data were collected through a questionnaire on the participants who were determined by convenience sampling method and analyzed by SPSS and AMOS programs. The findings reveal that retail channel integration includes a four-dimensional structure and the relative effects of these dimensions on repurchase intentions are different. It has been revealed that some dimensions have a direct effect on repeat purchase behavior while other dimensions have an indirect effect on repeat purchase behavior through customer satisfaction. One of the dimensions of retail channel integration, flexibility in shopping has both direct and indirect effects on repurchase intention. On the other hand, it is observed that digital support and personalized offer dimensions do not have any direct or indirect effect on repurchase intention.

Anahtar Kelimeler

Retail channel integration customer satisfaction repurchase intention multi-channel omni channel

Kaynakça

  • Ailawadi, K. L. ve Farris, P. W. (2017). Managing multi- and omni-channel distribution: metrics and research directions. Journal of Retailing, 93(1), 120–135.
  • Al Idrus, S., Abdussakir, A., Djakfar, M., & Al Idrus, S. (2021). The effect of product knowledge and service quality on customer satisfaction. The Journal of Asian Finance, Economics and Business, 8(1), 927-938.
  • Altunışık, R., Boz, H., Gegez, E. Koç, E., Sığrı, Ü., Yıldız, E. ve Yüksel (2022). Sosyal bilimlerde araştırma yöntemleri: yeni perspektifler. Ankara: Seçkin Yayıncılık.
  • Anderson, J. C., ve Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological bulletin, 103(3), 411.
  • Anita, M., Maria, K. ve Endro, S. (2021). Customer experience and repurchase intention in multi-channel: customer satisfaction as a mediating variable. Journal of Industrial Distribution & Business, 12(3), 7–19.
  • Baron, R. M. ve Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173.
  • Berman, B., Evans, J. R., & Chatterjee, P. (2018). Retail management a strategic approach. Pearson Education Limited.
  • Blom, A., Lange, F. ve Hess, R. L. (2017). Omnichannel-based promotions’ effects on purchase behavior and brand image. Journal of Retailing and Consumer Services, 39, 286–295.
  • Chen, J. V., Yen, D. C., Kuo, W. R. ve Capistrano, E. P. S. (2016). The antecedents of purchase and re-purchase intentions of online auction consumers. Computers in Human Behavior, 54, 186–196.
  • Coelho, P. S., & Henseler, J. (2012). Creating customer loyalty through service customization. European Journal of Marketing, 46(3/4), 331-356.
  • Dodds, W. B., Monroe, K. B. ve Grewal, D. (1991). Effects of price, brand, and store information on buyers’ product evaluations. Journal of Marketing Research, 28(3), 307–319.
  • Fornell, C. ve Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 1, 39–50.
  • George, D. ve Mallery, P. (2010). IBM SPSS statistics 27 step by step: A simple guide and reference Routledge.
  • Hagberg, J., Sundstrom, M. ve Egels-Zandén, N. (2016). The digitalization of retailing: an exploratory framework. International Journal of Retail and Distribution Management, 44(7), 694–712.
  • Hair, J. F., Black, W. C., Babin, B. J. ve Anderson, R. E. (2019). Multivariate data analysis.
  • Hair, J. F., Hult, G. T. M., Ringle, C. M. ve Sarstedt, M. (2017). Primer on partial least squares structural equation modeling (PLS-SEM). Sage Publications.
  • Hamouda, M. (2019). Omni-channel banking integration quality and perceived value as drivers of consumers’ satisfaction and loyalty. Journal of Enterprise Information Management, 32, 608–625.
  • Hoyle, R. H. (1995). The structural equation modeling approach: Basic concepts and fundamental issues.
  • Hsu, M. H., Chang, C. M., Chu, K. K. ve Lee, Y. J. (2014). Determinants of repurchase intention in online group-buying: The perspectives of DeLone & McLean IS success model and trust. Computers in Human Behavior, 36(1), 234–245.
  • Hure, E., Picot-Coupey, K. ve Ackermann, C. L. (2017). Understanding omni-channel shopping value: A mixed-method study. Journal of Retailing and Consumer Services, 39, 314–330.
  • Ilyas, G. B., Rahmi, S., Tamsah, H., Munir, A. R. ve Putra, A. H. P. K. (2020). Reflective model of brand awareness on repurchase intention and customer satisfaction. The Journal of Asian Finance, 7(9), 427–438.
  • Jahanshahi, A. A., Gashti, M. A. H., Mirdamadi, S. A., Nawaser, K., & Khaksar, S. M. S. (2011). Study the effects of customer service and product quality on customer satisfaction and loyalty. International Journal of Humanities and Social Science, 1(7), 253-260.
  • Juaneda-Ayensa, E., Mosquera, A. ve Murillo, Y. S. (2016). Omnichannel customer behavior: Key drivers of technology acceptance and use and their effects on purchase intention. Frontiers in Psychology.
  • Kang, J.-Y. M. (2019). What drives omnichannel shopping behaviors? Fashion lifestyle of social-local-mobile consumers. Journal of Fashion Marketing and Management: An International Journal, 23, 224–238.
  • Karagöz, Y. (2016). SPSS 23 ve AMOS 23 uygulamalı istatistiksel analizler. Nobel Ankara: Akademik Yayıncılık.
  • Kazançoğlu, I. ve Aydin, H. (2018). An investigation of consumers’ purchase intentions towards omni-channel shopping A qualitative exploratory study. International Journal of Retail & Distribution Management, 46(10), 959–976.
  • Kline, R. (1998). Principles and Practice of Structural Equation Modeling. Guilford publications.
  • Kotler, P. ve Keller, K. L. (2016). Marketing Management. Pearson.
  • Lee W. J. (2020). Unraveling consumer responses to omni-channel approach. Journal of Theoretical and Applied Electronic Commerce Research, 15(3), 37–49.
  • Lee, Z. W. Y., Chan, T. K. H., Chong, A. Y. L. Ve Thadani, D. R. (2019). Customer engagement through omnichannel retailing: The effects of channel integration quality. Industrial Marketing Management, 77, 90–101.
  • McGoldrick, P. J. ve Collins, N. (2007). Multichannel retailing: Profiling the multichannel shopper. International Review of Retail, Distribution and Consumer Research, 17(2), 139–158.
  • Melero, I., Sese, F. ve Verhoef P.C. (2016). Recasting the customer experience in today’s omni-channel environment. Universia Business Review, 50, 18–37.
  • Meydan C. H. ve Şeşen, H. (2011). Yapısal eşitlik modellemesi AMOS uygulamaları. Ankara: Detay Yayıncılık.
  • Murfield, M., Boone, C. A., Rutner, P. ve Thomas, R. (2017). Investigating logistics service quality in omni-channel retailing. International Journal of Physical Distribution & Logistics Management, 47(4), 263–296.
  • Oh, L. Bin, Teo, H. H. ve Sambamurthy, V. (2012). The effects of retail channel integration through the use of information technologies on firm performance. Journal of Operations Management, 30(5), 368–381.
  • Oliver R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction. Journal of Marketing Research, 17, 460–469.
  • Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(4), 33–44.
  • Oliver R. L. (2014). Satisfaction: A behavioral perspective on the consumer. Journal of Service Management. Emerald.
  • Rigopoulou, I. D., Chaniotakis, I. E., Lymperopoulos, C., & Siomkos, G. I. (2008). After‐sales service quality as an antecedent of customer satisfaction: The case of electronic appliances. Managing Service Quality: An International Journal, 18(5), 512-527.
  • Rose, S., Clark, M., Samouel, P. ve Hair, N. (2012). Online customer experience in e-retailing: an empirical model of antecedents and outcomes. Journal of Retailing, 88(2), 308–322.
  • Saghiri, S., Wilding, R., Mena, C. ve Bourlakis, M. (2017). Toward a three-dimensional framework for omni-channel. Journal of Business Research, 77, 53–67.
  • Suchánek, P., & Králová, M. (2019). Customer satisfaction, loyalty, knowledge and competitiveness in the food industry. Economic research-Ekonomska istraživanja, 32(1), 1237-1255.
  • Şen, V. (2020). Çok kanallı perakendecilikte bütünleşik kanal stratejisinin perakendeci marka değerine etkisi. [Yayımlanmamış doktora tezi]. Akdeniz Üniversitesi Sosyal Bilimler Enstitüsü, Antalya.
  • Tandon, U., Kiran, R. ve Sah, A. (2017). Analyzing customer satisfaction: users perspective towards online shopping. Nankai Business Review International, 8(3), 266–288.
  • Tsai, H. T., Chang, H. C. ve Tsai, M. T. (2016). Predicting repurchase intention for online clothing brands in Taiwan: quality disconfirmation, satisfaction, and corporate social responsibility. Electronic Commerce Research, 16(3), 375–399.
  • Verhoef, P. C., Kannan, P. K. ve Inman, J. J. (2015). From multi-channel retailing to omni-channel retailing. introduction to the special issue on multi-channel retailing. Journal of Retailing, 91(2), 174–181.
  • Yıldız, E. (2021). SmartPLS ile yapısal eşitlik modellemesi reflektif ve formatif yapılar. Ankara: Seçkin Yayıncılık.
  • Yoon, V. Y., Hostler, R. E., Guo, Z., & Guimaraes, T. (2013). Assessing the moderating effect of consumer product knowledge and online shopping experience on using recommendation agents for customer loyalty. Decision Support Systems, 55(4), 883-893.
  • Zhang, M., Ren, C., Wang, G. A. ve He, Z. (2018). The impact of channel integration on consumer responses in omni-channel retailing: The mediating effect of consumer empowerment. Electronic Commerce Research and Applications, 28, 181–193.
  • Zhao, X., Lynch Jr, J. G., & Cheni Q. (2010). Reconsidering Baron and Kenny: Myths and truths about mediation analysis. Journal of Consumer Research, 37(2), 197–206.

Perakende Kanal Entegrasyonun Tekrar Satın Alma Niyetine Etkisinde Müşteri Memnuniyetinin Aracı Rolü

Yıl 2023, Sayı: 77, 248 - 271, 28.07.2023

Seyda Fatih Harmandaroğlu Remzi Altunışık

https://doi.org/10.51290/dpusbe.1298038
Cited By: 2

Öz

Perakende kanal entegrasyonu çok kanallı pazarlama uygulamaları bağlamında son yıllarda öne çıkan konuların başında gelmektedir. Pandemiyle birlikte bireyselliğin ön plana çıkması, beklenenden daha erken bir zaman diliminde dijitalleşmenin yaşamımıza girmesini hızlandırmıştır. Bu artış her sektörde olduğu gibi perakende sektöründe de çevrimiçi ve çevrim dışı kanalların hızlı bir şekilde birlikte kullanımını kaçınılmaz bir hale sokmuştur. Bu durum perakende kanal entegrasyonun önemini ortaya çıkarmıştır. Bu araştırmanın amacı perakende kanal entegrasyonun tekrar satın alma niyetine etkisi ile bu etkileşimde müşteri tatmininin aracılık rolünün olup olmadığının incelenmesidir. Araştırma bağlamında hem fiziki hem de çevrimiçi mağazalardan alışveriş yapmış kişiler araştırmanın evrenini oluşturmaktadır. Araştırma kapsamında veriler kolayda örnekleme yöntemiyle belirlenmiş olan katılımcılardan anket yoluyla toplanmış olup, SPSS ve AMOS programları yardımıyla analiz edilmiştir. Bulgular perakende kanal entegrasyonunun dört boyutlu bir yapıyı içermekte olduğunu ve bu boyutların tekrar satın alma niyeti üzerindeki görece etkilerinin farklı olduğunu ortaya koymaktadır. Alışverişte esneklik boyutunun tekrar satın alma davranışı üzerinde doğrudan, bilgiye erişim kolaylığı ve alışverişte esneklik boyutlarının müşteri tatmini üzerinden dolaylı olarak tekrar satın alma davranışı üzerinde etkili olduğu ortaya konmaktadır. Perakende kanal entegrasyonu boyutlarından alışverişte esnekliğin tekrar satın alma niyetine hem doğrudan hem de dolaylı etkisi olduğu; öte yandan dijital destek ve kişiselleştirilmiş teklif boyutlarının ne tekrar satın alma niyetine ne doğrudan ne de dolaylı olarak bir etkilerinin olmadığı gözlenmektedir.

Anahtar Kelimeler

Perakende kanal entegrasyonu müşteri memnuniyeti tekrar satın alma niyeti çok kanal bütüncül kanal

Kaynakça

  • Ailawadi, K. L. ve Farris, P. W. (2017). Managing multi- and omni-channel distribution: metrics and research directions. Journal of Retailing, 93(1), 120–135.
  • Al Idrus, S., Abdussakir, A., Djakfar, M., & Al Idrus, S. (2021). The effect of product knowledge and service quality on customer satisfaction. The Journal of Asian Finance, Economics and Business, 8(1), 927-938.
  • Altunışık, R., Boz, H., Gegez, E. Koç, E., Sığrı, Ü., Yıldız, E. ve Yüksel (2022). Sosyal bilimlerde araştırma yöntemleri: yeni perspektifler. Ankara: Seçkin Yayıncılık.
  • Anderson, J. C., ve Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological bulletin, 103(3), 411.
  • Anita, M., Maria, K. ve Endro, S. (2021). Customer experience and repurchase intention in multi-channel: customer satisfaction as a mediating variable. Journal of Industrial Distribution & Business, 12(3), 7–19.
  • Baron, R. M. ve Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173.
  • Berman, B., Evans, J. R., & Chatterjee, P. (2018). Retail management a strategic approach. Pearson Education Limited.
  • Blom, A., Lange, F. ve Hess, R. L. (2017). Omnichannel-based promotions’ effects on purchase behavior and brand image. Journal of Retailing and Consumer Services, 39, 286–295.
  • Chen, J. V., Yen, D. C., Kuo, W. R. ve Capistrano, E. P. S. (2016). The antecedents of purchase and re-purchase intentions of online auction consumers. Computers in Human Behavior, 54, 186–196.
  • Coelho, P. S., & Henseler, J. (2012). Creating customer loyalty through service customization. European Journal of Marketing, 46(3/4), 331-356.
  • Dodds, W. B., Monroe, K. B. ve Grewal, D. (1991). Effects of price, brand, and store information on buyers’ product evaluations. Journal of Marketing Research, 28(3), 307–319.
  • Fornell, C. ve Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 1, 39–50.
  • George, D. ve Mallery, P. (2010). IBM SPSS statistics 27 step by step: A simple guide and reference Routledge.
  • Hagberg, J., Sundstrom, M. ve Egels-Zandén, N. (2016). The digitalization of retailing: an exploratory framework. International Journal of Retail and Distribution Management, 44(7), 694–712.
  • Hair, J. F., Black, W. C., Babin, B. J. ve Anderson, R. E. (2019). Multivariate data analysis.
  • Hair, J. F., Hult, G. T. M., Ringle, C. M. ve Sarstedt, M. (2017). Primer on partial least squares structural equation modeling (PLS-SEM). Sage Publications.
  • Hamouda, M. (2019). Omni-channel banking integration quality and perceived value as drivers of consumers’ satisfaction and loyalty. Journal of Enterprise Information Management, 32, 608–625.
  • Hoyle, R. H. (1995). The structural equation modeling approach: Basic concepts and fundamental issues.
  • Hsu, M. H., Chang, C. M., Chu, K. K. ve Lee, Y. J. (2014). Determinants of repurchase intention in online group-buying: The perspectives of DeLone & McLean IS success model and trust. Computers in Human Behavior, 36(1), 234–245.
  • Hure, E., Picot-Coupey, K. ve Ackermann, C. L. (2017). Understanding omni-channel shopping value: A mixed-method study. Journal of Retailing and Consumer Services, 39, 314–330.
  • Ilyas, G. B., Rahmi, S., Tamsah, H., Munir, A. R. ve Putra, A. H. P. K. (2020). Reflective model of brand awareness on repurchase intention and customer satisfaction. The Journal of Asian Finance, 7(9), 427–438.
  • Jahanshahi, A. A., Gashti, M. A. H., Mirdamadi, S. A., Nawaser, K., & Khaksar, S. M. S. (2011). Study the effects of customer service and product quality on customer satisfaction and loyalty. International Journal of Humanities and Social Science, 1(7), 253-260.
  • Juaneda-Ayensa, E., Mosquera, A. ve Murillo, Y. S. (2016). Omnichannel customer behavior: Key drivers of technology acceptance and use and their effects on purchase intention. Frontiers in Psychology.
  • Kang, J.-Y. M. (2019). What drives omnichannel shopping behaviors? Fashion lifestyle of social-local-mobile consumers. Journal of Fashion Marketing and Management: An International Journal, 23, 224–238.
  • Karagöz, Y. (2016). SPSS 23 ve AMOS 23 uygulamalı istatistiksel analizler. Nobel Ankara: Akademik Yayıncılık.
  • Kazançoğlu, I. ve Aydin, H. (2018). An investigation of consumers’ purchase intentions towards omni-channel shopping A qualitative exploratory study. International Journal of Retail & Distribution Management, 46(10), 959–976.
  • Kline, R. (1998). Principles and Practice of Structural Equation Modeling. Guilford publications.
  • Kotler, P. ve Keller, K. L. (2016). Marketing Management. Pearson.
  • Lee W. J. (2020). Unraveling consumer responses to omni-channel approach. Journal of Theoretical and Applied Electronic Commerce Research, 15(3), 37–49.
  • Lee, Z. W. Y., Chan, T. K. H., Chong, A. Y. L. Ve Thadani, D. R. (2019). Customer engagement through omnichannel retailing: The effects of channel integration quality. Industrial Marketing Management, 77, 90–101.
  • McGoldrick, P. J. ve Collins, N. (2007). Multichannel retailing: Profiling the multichannel shopper. International Review of Retail, Distribution and Consumer Research, 17(2), 139–158.
  • Melero, I., Sese, F. ve Verhoef P.C. (2016). Recasting the customer experience in today’s omni-channel environment. Universia Business Review, 50, 18–37.
  • Meydan C. H. ve Şeşen, H. (2011). Yapısal eşitlik modellemesi AMOS uygulamaları. Ankara: Detay Yayıncılık.
  • Murfield, M., Boone, C. A., Rutner, P. ve Thomas, R. (2017). Investigating logistics service quality in omni-channel retailing. International Journal of Physical Distribution & Logistics Management, 47(4), 263–296.
  • Oh, L. Bin, Teo, H. H. ve Sambamurthy, V. (2012). The effects of retail channel integration through the use of information technologies on firm performance. Journal of Operations Management, 30(5), 368–381.
  • Oliver R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction. Journal of Marketing Research, 17, 460–469.
  • Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(4), 33–44.
  • Oliver R. L. (2014). Satisfaction: A behavioral perspective on the consumer. Journal of Service Management. Emerald.
  • Rigopoulou, I. D., Chaniotakis, I. E., Lymperopoulos, C., & Siomkos, G. I. (2008). After‐sales service quality as an antecedent of customer satisfaction: The case of electronic appliances. Managing Service Quality: An International Journal, 18(5), 512-527.
  • Rose, S., Clark, M., Samouel, P. ve Hair, N. (2012). Online customer experience in e-retailing: an empirical model of antecedents and outcomes. Journal of Retailing, 88(2), 308–322.
  • Saghiri, S., Wilding, R., Mena, C. ve Bourlakis, M. (2017). Toward a three-dimensional framework for omni-channel. Journal of Business Research, 77, 53–67.
  • Suchánek, P., & Králová, M. (2019). Customer satisfaction, loyalty, knowledge and competitiveness in the food industry. Economic research-Ekonomska istraživanja, 32(1), 1237-1255.
  • Şen, V. (2020). Çok kanallı perakendecilikte bütünleşik kanal stratejisinin perakendeci marka değerine etkisi. [Yayımlanmamış doktora tezi]. Akdeniz Üniversitesi Sosyal Bilimler Enstitüsü, Antalya.
  • Tandon, U., Kiran, R. ve Sah, A. (2017). Analyzing customer satisfaction: users perspective towards online shopping. Nankai Business Review International, 8(3), 266–288.
  • Tsai, H. T., Chang, H. C. ve Tsai, M. T. (2016). Predicting repurchase intention for online clothing brands in Taiwan: quality disconfirmation, satisfaction, and corporate social responsibility. Electronic Commerce Research, 16(3), 375–399.
  • Verhoef, P. C., Kannan, P. K. ve Inman, J. J. (2015). From multi-channel retailing to omni-channel retailing. introduction to the special issue on multi-channel retailing. Journal of Retailing, 91(2), 174–181.
  • Yıldız, E. (2021). SmartPLS ile yapısal eşitlik modellemesi reflektif ve formatif yapılar. Ankara: Seçkin Yayıncılık.
  • Yoon, V. Y., Hostler, R. E., Guo, Z., & Guimaraes, T. (2013). Assessing the moderating effect of consumer product knowledge and online shopping experience on using recommendation agents for customer loyalty. Decision Support Systems, 55(4), 883-893.
  • Zhang, M., Ren, C., Wang, G. A. ve He, Z. (2018). The impact of channel integration on consumer responses in omni-channel retailing: The mediating effect of consumer empowerment. Electronic Commerce Research and Applications, 28, 181–193.
  • Zhao, X., Lynch Jr, J. G., & Cheni Q. (2010). Reconsidering Baron and Kenny: Myths and truths about mediation analysis. Journal of Consumer Research, 37(2), 197–206.
Toplam 50 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular Müşteri İlişkileri Yönetimi
Bölüm ARAŞTIRMA MAKALELERİ
Yazarlar

Seyda Fatih Harmandaroğlu 0000-0001-5111-2940

Remzi Altunışık 0000-0001-7934-1841

Yayımlanma Tarihi 28 Temmuz 2023
Yayımlandığı Sayı Yıl 2023 Sayı: 77

Kaynak Göster

APA Harmandaroğlu, S. F., & Altunışık, R. (2023). Perakende Kanal Entegrasyonun Tekrar Satın Alma Niyetine Etkisinde Müşteri Memnuniyetinin Aracı Rolü. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi(77), 248-271. https://doi.org/10.51290/dpusbe.1298038
AMA Harmandaroğlu SF, Altunışık R. Perakende Kanal Entegrasyonun Tekrar Satın Alma Niyetine Etkisinde Müşteri Memnuniyetinin Aracı Rolü. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi. Temmuz 2023;(77):248-271. doi:10.51290/dpusbe.1298038
Chicago Harmandaroğlu, Seyda Fatih, ve Remzi Altunışık. “Perakende Kanal Entegrasyonun Tekrar Satın Alma Niyetine Etkisinde Müşteri Memnuniyetinin Aracı Rolü”. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, sy. 77 (Temmuz 2023): 248-71. https://doi.org/10.51290/dpusbe.1298038.
EndNote Harmandaroğlu SF, Altunışık R (01 Temmuz 2023) Perakende Kanal Entegrasyonun Tekrar Satın Alma Niyetine Etkisinde Müşteri Memnuniyetinin Aracı Rolü. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi 77 248–271.
IEEE S. F. Harmandaroğlu ve R. Altunışık, “Perakende Kanal Entegrasyonun Tekrar Satın Alma Niyetine Etkisinde Müşteri Memnuniyetinin Aracı Rolü”, Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, sy. 77, ss. 248–271, Temmuz 2023, doi: 10.51290/dpusbe.1298038.
ISNAD Harmandaroğlu, Seyda Fatih - Altunışık, Remzi. “Perakende Kanal Entegrasyonun Tekrar Satın Alma Niyetine Etkisinde Müşteri Memnuniyetinin Aracı Rolü”. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi 77 (Temmuz 2023), 248-271. https://doi.org/10.51290/dpusbe.1298038.
JAMA Harmandaroğlu SF, Altunışık R. Perakende Kanal Entegrasyonun Tekrar Satın Alma Niyetine Etkisinde Müşteri Memnuniyetinin Aracı Rolü. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi. 2023;:248–271.
MLA Harmandaroğlu, Seyda Fatih ve Remzi Altunışık. “Perakende Kanal Entegrasyonun Tekrar Satın Alma Niyetine Etkisinde Müşteri Memnuniyetinin Aracı Rolü”. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, sy. 77, 2023, ss. 248-71, doi:10.51290/dpusbe.1298038.
Vancouver Harmandaroğlu SF, Altunışık R. Perakende Kanal Entegrasyonun Tekrar Satın Alma Niyetine Etkisinde Müşteri Memnuniyetinin Aracı Rolü. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi. 2023(77):248-71.

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 Kapak Resmi İndir

Dergimiz EBSCOhost, ULAKBİM/Sosyal Bilimler Veri Tabanında, SOBİAD ve Türk Eğitim İndeksi'nde yer alan uluslararası hakemli bir dergidir.