The customer satisfaction impact of e-commerce on small and medium-sized retail companies and their supply chain: A research on nourishment shop's customers

With the development of the new economy and the acceleration of information technology applications, the concept of e-commerce has become more common. E-commerce radically changes the perceptions of production, marketing and sales in the business world. This change creates a very different competitive environment for companies. E-commerce causes the perception of competition to be transferred to digital platforms, and this change is becoming increasingly difficult as a winner in the competition if companies are not fully prepared. In the last years of web's direct effect on business world, e-commerce has the biggest impact on SMEs. SMEs are accepted as the core power of the economy all over the world and they have an important share in the national economies of almost all countries, regardless of the development level of the countries. SMEs have been in an extremely busy process in terms of supply chain management in recent years. The SME world, where competition is extremely intense, has made it compulsory for companies to take important steps in supply chain management and technology use. The purpose of this study is to investigate the effect of e-commerce web sites' general applications and their supply chain mechanism on customer satisfaction in e-commerce activities. In the research section of the study, a questionnaire was conducted among the customers of the e-commerce website of a nourishment company, which is specifically qualified in the food sector. In the study with this survey, the e-commerce activities of this nourishment company try to understand the quality of the supply chain element commercially. The research sample is composed of customers who shop in the e-commerce businesses in Istanbul. In this context, 355 questionnaires were collected for the analysis of the research depending on the sampling method.