Özet:

Today, the importance of online shopping is gradually increasing, while the shopping habits of consumers are changing, a significant increase is observed in the number of people who shop online. In parallel, the number of companies that open online stores is increasing, and the services offered by companies are diversified. In this context, the courier services offered have also become important for consumers and have become an important factor in the purchase decision. Issues such as the variety of courier services offered in online shopping, the possibility of choosing the courier company to which the order will be sent, and the speed of cargo reaching to the consumer are among the primary factors that consumers pay attention to when choosing the online stores where they shop. In this study, using the scenario-based experiment method, the time of collecting the shipping fee, the shipping time of the parcel and the choice of the shipping company were manipulated and the effects on the intention of online shopping, online consumer satisfaction and perceived service quality were examined. The results show that the payment of the parcel at the time of purchase, the delivery of the product within three working days and the possibility of choosing the shipping company increases the online shopping intention, online consumer satisfaction and perceived service quality.

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