The effect of the physical distribution service quality of online shopping sites on consumer e-satisfaction and e-loyalty

As a result of the increase in internet usage with the development of technology, people have turned to e-commerce from traditional shopping. The concept of physical distribution service quality comes to the fore in online shopping sites together with the concept of logistics at the point of delivering the products to the consumer in a more reliable and faster way on the internet. Accordingly, the safe and trouble-free physical distribution activity contributes to the creation of e-satisfaction and e-loyalty in customers. There is also a relationship between consumers' perception of service quality, loyalty and satisfaction and incomeIn this direction, the aim of the research is to examine the effect of physical distribution service quality in online shopping sites on consumer's e-satisfaction and e-loyalty in the context of income. The sample of the study consists of 988 people aged 18 and over who use online shopping sites living in Turkey. The data were collected through the online survey technique and analyzed with the structural equation model. According to the results of the research, consumers prefer online shopping for reasons such as being reliable, easy and fast, abundance and quality of varieties, affordability and ease of return. In addition, punctuality and delivery status positively affect e-satisfaction, e-loyalty and e-satisfaction positively affect e-loyalty in those with an income of 6000 TL and below, and punctuality and delivery status affect e-satisfaction, punctuality and e-satisfaction in those with an income of 6001 TL and above. It has been seen that satisfaction predicts e-loyalty positively.