Are private shopping sites really satisfied customers?

Abstract

Last decade, there is tremendous increase in online shopping sector in Turkey. Private shopping is the most popular type that users have to be sign up to the system and can buy goods at high discounts with in 2 to 6 days. With this limited time and lots of campaign traffic, private shopping sites have to understand and improve their customer's satisfaction level. The extant literature and extensive focus group research in Zeithaml, Parasuraman, & Malhotra's (2000) study suggested that customers' assessment of a Web site's quality includes not only experiences during their interactions with the site but also post interaction service aspects. In this point of view this paper focuses on measuring electronic service quality and service recovery issues by means of E-S-QUAL and E-RecS-QUAL scales based on Parasuraman et al's (2005) framework. The current research aims to understand the e-service quality and e-recovery of private shopping sites from the consumer perspective, by identifying the main factors that are able to predict the e-satisfaction of consumers. 300 questionnaires are distributed to private shopping sites users. (C) 2015 The Authors. Published by Elsevier Ltd.