Özet:

The first resource people frequently consult to while they are looking for an estate on sale is e-commerce web sites. It is very crucial for e-commerce companies that serve for individulal users and real estate agents to satisfy their customers’ needs and expectations, to achieve customer pleasure and customer loyalty. This study has significance especially for e-commerce companies that work in this sector to develop strategies on customers’ e-service expectations and for real estate agencies to evaluate e-service quality. This search investigates the relation among e-service quality, customer pleasure and customer loyalty of three mostly used e-commerce websites (sahibinden.com, hurriyetemlak.com, milliyetemlak.com, ) that are used by real estate agencies in Konya. The objective of this study is to measure the level of expected and perceieved quality of e-commerce websites that real estate agencies use, the customer pleasure and the intention of customer loyalty. In this study, heuristic and conclusive research technics have been used. A questionaire has been applied with 254 real estate agents of 750 in Konya by using E-SQUAL that is the most applied scale for assessing e-service quality. This case will also reflect the individual users’ e-service quality expectations and perceptions, their behaviors and attitudes towards customer pleasure and customer loyalty. According to results of the emprical study have indicated that there is no significant difference between demographic characteristics of participants (gender, age group, education level, income level, site preference) and expected e-service quality. A positive relationship has been identified between customer royalty and customer satisfaction with real estate broker’s perception.

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