THE IMPACT OF ONLINE CUSTOMER EXPERIENCE ON TRUST: A RESEARCH ON CONSUMER SHOPPING ONLINE

The advances in computer technology has greatly simplifies daily life. The internet has become an important tool to supply with the human needs that grows exponentially. In this way, many advantages has emerged in the way that people can shop whenever they want and be able to buy at more affordable...

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Autores principales:	Gülizar AKKUŞ, T. Şükrü YAPRAKLI, Çetin AKKUŞ
Formato:	article
Lenguaje:	DE EN FR TR
Publicado:	Fırat University 2019
Materias:	customer experience, online customer experience, flow, online trust, e retailing Social Sciences H Social sciences (General) H1-99
Acceso en línea:	https://doaj.org/article/65920375a93a457aa99f3941be3dae39
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spelling	oai:doaj.org-article:65920375a93a457aa99f3941be3dae392021-11-24T09:20:58ZTHE IMPACT OF ONLINE CUSTOMER EXPERIENCE ON TRUST: A RESEARCH ON CONSUMER SHOPPING ONLINE2148-416310.9761/JASSS2481https://doaj.org/article/65920375a93a457aa99f3941be3dae392019-08-01T00:00:00Zhttps://jasstudies.com/index.jsp?mod=tammetin&makaleadi=1956622881_24-Ar%C5%9F.%20G%C3%B6r.%20G%C3%BClizar%20AKKU%C5%9E-son.pdf&key=27187https://doaj.org/toc/2148-4163The advances in computer technology has greatly simplifies daily life. The internet has become an important tool to supply with the human needs that grows exponentially. In this way, many advantages has emerged in the way that people can shop whenever they want and be able to buy at more affordable price by disintermediating. But it is also observed that shoppers, who markets especially on the internet, have trust issues. These problems have been eliminated as a result of experience or give rise to larger prejudice. In this study, it has been investigated that whether the experience of online shoppers affects the trust or not. The target population of the study includes online shoppers that live in Erzurum and are at the age of 18 and over and in total, 460 questionnaires have been distributed by using convenience sampling method. The 440 questionnaires have been evaluated by eliminating the incomplete questionnaires. The data analysis have been performed by using SPSS 20.0 software package. As a result of the regression analysis it has been determined that the antecedents of the online customer experience for CES (interactive speed, telepresence, challenge, skill) have a significant and positive impact on cognitive-experiential state. Likewise, the antecedents of the online customer experience for AES (perceived control, aesthetics, perceived benefits) have a significant and positive impact on the affective-experiential state. In addition to this, cognitive-experiential state (flow) and affective-experiential state have significant and positive effects on trust (integrity, ability, benevolence). All research hypotheses have been accepted.Gülizar AKKUŞT. Şükrü YAPRAKLIÇetin AKKUŞFırat Universityarticlecustomer experience, online customer experience, flow, online trust, eretailingSocial SciencesHSocial sciences (General)H1-99DEENFRTRJournal of Academic Social Science Studies , Vol 7, Iss 29, Pp 403-425 (2019)
institution	DOAJ
collection	DOAJ
language	DE EN FR TR
topic	customer experience, online customer experience, flow, online trust, e retailing Social Sciences H Social sciences (General) H1-99
spellingShingle	customer experience, online customer experience, flow, online trust, e retailing Social Sciences H Social sciences (General) H1-99 Gülizar AKKUŞ T. Şükrü YAPRAKLI Çetin AKKUŞ THE IMPACT OF ONLINE CUSTOMER EXPERIENCE ON TRUST: A RESEARCH ON CONSUMER SHOPPING ONLINE
description	The advances in computer technology has greatly simplifies daily life. The internet has become an important tool to supply with the human needs that grows exponentially. In this way, many advantages has emerged in the way that people can shop whenever they want and be able to buy at more affordable price by disintermediating. But it is also observed that shoppers, who markets especially on the internet, have trust issues. These problems have been eliminated as a result of experience or give rise to larger prejudice. In this study, it has been investigated that whether the experience of online shoppers affects the trust or not. The target population of the study includes online shoppers that live in Erzurum and are at the age of 18 and over and in total, 460 questionnaires have been distributed by using convenience sampling method. The 440 questionnaires have been evaluated by eliminating the incomplete questionnaires. The data analysis have been performed by using SPSS 20.0 software package. As a result of the regression analysis it has been determined that the antecedents of the online customer experience for CES (interactive speed, telepresence, challenge, skill) have a significant and positive impact on cognitive-experiential state. Likewise, the antecedents of the online customer experience for AES (perceived control, aesthetics, perceived benefits) have a significant and positive impact on the affective-experiential state. In addition to this, cognitive-experiential state (flow) and affective-experiential state have significant and positive effects on trust (integrity, ability, benevolence). All research hypotheses have been accepted.
format	article
author	Gülizar AKKUŞ T. Şükrü YAPRAKLI Çetin AKKUŞ
author_facet	Gülizar AKKUŞ T. Şükrü YAPRAKLI Çetin AKKUŞ
author_sort	Gülizar AKKUŞ
title	THE IMPACT OF ONLINE CUSTOMER EXPERIENCE ON TRUST: A RESEARCH ON CONSUMER SHOPPING ONLINE
title_short	THE IMPACT OF ONLINE CUSTOMER EXPERIENCE ON TRUST: A RESEARCH ON CONSUMER SHOPPING ONLINE
title_full	THE IMPACT OF ONLINE CUSTOMER EXPERIENCE ON TRUST: A RESEARCH ON CONSUMER SHOPPING ONLINE
title_fullStr	THE IMPACT OF ONLINE CUSTOMER EXPERIENCE ON TRUST: A RESEARCH ON CONSUMER SHOPPING ONLINE
title_full_unstemmed	THE IMPACT OF ONLINE CUSTOMER EXPERIENCE ON TRUST: A RESEARCH ON CONSUMER SHOPPING ONLINE
title_sort	impact of online customer experience on trust: a research on consumer shopping online
publisher	Fırat University
publishDate	2019
url	https://doaj.org/article/65920375a93a457aa99f3941be3dae39
work_keys_str_mv	AT gulizarakkus theimpactofonlinecustomerexperienceontrustaresearchonconsumershoppingonline AT tsukruyaprakli theimpactofonlinecustomerexperienceontrustaresearchonconsumershoppingonline AT cetinakkus theimpactofonlinecustomerexperienceontrustaresearchonconsumershoppingonline AT gulizarakkus impactofonlinecustomerexperienceontrustaresearchonconsumershoppingonline AT tsukruyaprakli impactofonlinecustomerexperienceontrustaresearchonconsumershoppingonline AT cetinakkus impactofonlinecustomerexperienceontrustaresearchonconsumershoppingonline
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THE IMPACT OF ONLINE CUSTOMER EXPERIENCE ON TRUST: A RESEARCH ON CONSUMER SHOPPING ONLINE

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