A study on the evaluation of the service quality of e-commerce sites

The main purpose of this study is to determine the service quality of e-commerce sites used by consumers. E-service quality; Efficiency, system compliance, transaction processing, privacy and sensitivity dimensions were evaluated. In the study, stratified sampling technique was used, and some of the questionnaires were online and the other part was face-to-face survey technique, and the data obtained from 400 consumers residing in Bolu, Düzce, Zonguldak, Karabük, Bartın, Kastamonu and Sinop Province Merkez districts were analyzed with the SPSS statistical analysis program. . Descriptive research method was used in the research. The obtained data were evaluated by using descriptive statistics and descriptive analysis. As a result of the study, the relationship between the level of education, one of the demographic factors, and the sensitivity of the service quality sub-dimensions, were examined, and that university graduates were more affected by the sensitivity sub-factor than secondary and high school graduates, and that as the education level increased, there was more information about the speed of transactions related to the product purchased during online shopping and the policies implemented by the online shopping site. seemed to want to know.