Browsing by Author "Yarimoglu, Emel Kursunluoglu"

Now showing 1 - 7 of 7

Citation - WoS: 17
A Review of Service and E-Service Quality Measurements: Previous Literature and Extension
(INT BURCH UNIV, 2015) Emel Kursunluoglu Yarimoglu; Yarimoglu, Emel Kursunluoglu
The purpose of this study is to show the requirement of industry-specific national service quality indices for measuring quality in both traditional and electronic services in various industries in a country. In this study the literature about service and e-service quality measurements was reviewed and a three-dimensional framework was developed. It was found out that the dimensions of each service quality measurement were all different from each other due to the different characteristics of the industries that each study has been conducted in. The study showed that there is a need for an industry-specific national service quality index and suggested that national customer satisfaction indices which have existed in the literature can be a model for industry-specific national service quality indices. An industry-specific national service quality index enables national companies to understand their unique industrial characteristics that needed to be improved continuously in order to increase service quality and gain competitive advantage. The index which was proposed to develop in the future was suggested for the first time in this study.
Citation - WoS: 22
Citation - Scopus: 24
Demographic differences on service quality and perceived value in private online shopping clubs
(ROUTLEDGE JOURNALS TAYLOR & FRANCIS LTD, 2017) Emel Kursunluoglu Yarimoglu; Yarimoglu, Emel Kursunluoglu
The objective of this study was to investigate the differences of demographic variables on e-service quality and perceived value in private online shopping clubs. How demographics differ in service quality and perceived value in private online shopping club was the research question and the hypotheses were developed based on this question. The questionnaire contained three parts as the questions regarding online shopping behavior demographic questions and the constructs of E-S-QUAL and perceived value. The survey was administered to a random sample of 280 college students by the technique of face-to-face survey. Findings showed that there was no significant gender difference on e-service quality and perceived value however age and the length of private online shopping had significant differences on e-service quality and perceived value. Income level had no significant difference on e-service quality whereas it had a significant difference on perceived value. This study was unique and original since there were no studies found in the literature that showed the effects of demographic differences on service quality and value in private online shopping clubs particularly regarding generational age differences in terms of Generation Y and Generation Z.
Citation - Scopus: 2
E-Service marketing
(IGI Global, 2013) Ali Ghorbani; Emel Kursunluoglu Yarimoglu; Ghorbani, Ali; Yarimoglu, Emel Kursunluoglu
In the cyber era the extension of the information economy and electronic networks has caused the shifting of the economy from goods to services and emerging e-service marketing. The synthesis of Internet marketing and services marketing has formed this new area of marketing. This chapter starts with introducing e-service marketing and comparing components of traditional and electronic services marketing. The click-only and click-and-mortar business models are described as types of e-tailing. Afterward the paradigm shift from traditional e-commerce to e-service is investigated. In order to measure of e-service quality some scales are discussed. Finally the chapter suggests 7Cs of the customer interface in e-service marketing. © 2016 Elsevier B.V. All rights reserved.
Citation - WoS: 13
Citation - Scopus: 19
How food retailing changed in Turkey: spread of self-service technologies
(EMERALD GROUP PUBLISHING LTD, 2018) Ipek Kazancoglu; Emel Kursunluoglu Yarimoglu; Yarimoglu, Emel Kursunluoglu; Kazancoglu, Ipek; Kursunluoglu Yarimoglu, Emel
Purpose - The purpose of this paper is to predict customers' intentions to use self-checkouts based on the technology acceptance model (TAM). Design/methodology/approach - The questionnaire consisted of constructs taken from the existing literature such as perceived ease of use (PEU) perceived usefulness (PU) behavioral intentions technology anxiety (TA) perceived risk (PR) need for interaction (NI) and situational factors (SF). Before preparing the questionnaire the focus group studies were organized to gain deeper insights regarding customers' views about self-checkouts. Based on the results of the focus groups some items in the constructs were adapted and the questionnaire was generated. The field study was conducted via face-to-face survey with 500 customers chosen by stratified random sampling. Confirmatory factor analysis and structural equation modeling were used to validate the relationships hypothesized in the conceptual model among constructs. Findings - Out of the 16 hypotheses 10 were found to be significant. The hypotheses related to the effects of PR PEU PU intentions while the effects of NI on PU and intentions, the effects of SF on intentions were not accepted in the study. According to the findings PEU PU and TA affected intentions whereas PR NI and SF did not. Research limitations/implications - There were some limitations related to demographics attitudes SF and actual usage of self-checkouts. Practical implications - To avoid queues retailers should install a sufficient number of user-friendly and simple interfaced self-checkouts with well-trained employees to encourage usage and reduce the perceived risk and anxiety. Originality/value - The main contribution of this study was that the effects of different constructs were measured on Turkish customers' intentions to use self-checkouts which could be used in formulating marketing strategies as well as considering future research directions. The paper also provided additional insights into the effects of SF TA NI and PR all of which were added to the TAM in this study.
Citation - Scopus: 1
Online customer experience
(IGI Global, 2013) Emel Kursunluoglu Yarimoglu; Yarimoglu, Emel Kursunluoglu
Internet has become one of the strongest components of commerce. The number of online customers continues to rise day to day and satisfying them is a vital issue in order for online companies to survive. Customer experience is important in e-commerce as well as in traditional commerce. Online customer experience is a unique subject that should be analyzed for gaining sustainable competitive advantage in e-commerce since there are more intangible elements for online retailers than brick and mortar retailers. The main aim of this chapter is to identify the formation of online customer experience and to show the importance of online customer experience. If online customer experience is created by online retailer customer satisfaction and loyalty can be developed later. For such reasons factors that affect online customer experience and designing a Website for creating online customer experience are discussed in this chapter. © 2016 Elsevier B.V. All rights reserved.
The Asian sports market: Should it be revisited by Turkish football clubs?
(IGI Global, 2015) Metehan Igneci; Emel Kursunluoglu Yarimoglu; Igneci, Metehan; Yarimoglu, Emel Kursunluoglu
Football is considered the most spectated sport in the world. It cannot be considered as a mere entertainment of ninety minutes but instead it is an industry that connects many in one body. Due to difficult financial regulations and fierce competitiveness Turkey as a well-established but re-emerging football country should create new routes to enhance their markets and find new financial supports. In order to achieve sustainable development and compete with the other big clubs of Europe the football environment in Turkey should position itself globally and expand its operations. This chapter aims to adapt the entry strategies in global marketing to sports marketing. It reveals new marketing implementations for Turkish football clubs in Asian sports markets by defining the entry strategies of global markets and giving insights into the existing implementations of both Turkish clubs and other clubs in Asia. © 2015 Elsevier B.V. All rights reserved.
Citation - WoS: 1
The Links Among Quality Service Recovery Value and Loyalty on the Internet
(Springer Science and Business Media B.V., 2017) Emel Kursunluoglu Yarimoglu; Yarimoglu, Emel Kursunluoglu; A. Kavoura , D.P. Sakas , P. Tomaras
The aim of this study was to analyze the relationships among electronic service quality electronic service recovery perceived value and loyalty intentions on the Internet. The survey was applied to 291 college students chosen by random sampling. Multiple regression analyses were used to show the links among variables. Findings showed that loyalty intentions and perceived value were affected by both electronic service quality and electronic service recovery. Besides this it was found out that perceived value affected loyalty intentions regarding electronic services offered by websites. © 2022 Elsevier B.V. All rights reserved.