Effect of e-service quality, e-customer satisfacion and e-customer value on the formation of e-loyalty

Internet is used for different purposes by individuals. Associated with the change of life style, reasons such as that time constraints, information access and alternatives comparison easiness, consumers are directed shopping on the internet. Shopping is done along with the initiation by the internet, in the scope of study such as web site quality, perceived e-service quality, e-customer satisfaction, e-customer value, e-customer loyalty has begun to take place in the marketing literature. The aim of this study was the formation of loyalty, impact of perceived service quality, customer value and customer satisfaction factors are assessed on the shopping sites within. In addition to this, web site quality dimensions are include, the quality of the web site is examine the impact on the perceived overall e-services quality. Among individuals who shop on the internet, data were collected through survey method. Regression analysis was applied and assumed research model was tested. As a result of the study, by supporting over the literature, effect of web site quality to perceived overall e-service quality, effect of perceived overall e-service quality, e-customer satisfaction, e-customer value to e-customer loyalty. On the study context within the framework of the proposed research model have been found out strong effects among variables in this study. Keywords: E-commerce, E-loyalty, E-satisfaction, E-value, E-service quality.