Abstract:

With the rapid development of internet technologies and the beginning to be widely used by the public, e-commerce is considered the new method of shopping in the Information Age. The e-shopers, who initially formed low-cost and low-cost marketing strategies, then showed a significant development with consumers moving towards online shopping by adopting the widespread variety and prominent benefits such as fast delivery, especially in major cities. In particular, in the e-commerce sector, which has become an important alternative to traditional retail, along with the healthy and secure shopping opportunities that emerged during the COVID-19 pandemic period, the transition to a price-oriented, not service-oriented competition concept is undertaken. The subject of this research is to determine the customer relationships, delivery, guarantee, information and return processes offered to customers after sale in the e-commerce industry on the customer satisfaction and the impact of the services on the customer's intention to re-buy. The analysis of the data collected by the online survey method of 379 participants found that after-sales services have a positive and meaningful impact on the customer satisfaction in the e-commerce industry and the intention of customers to re-buy.

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