Research Article
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The Effect of Website Service Quality on Customer Satisfaction

Year 2017, Volume: 28 Issue: 2, 293 - 303, 01.12.2017

Özge Kocabulut Tahir Albayrak

https://doi.org/10.17123/atad.362636
Cited By: 4

Abstract

Researchers assume that there is a linear relationship between product attributes’ performance and customer satisfaction. However, recent studies indicated that this relationship could not be linear. In this study, the relationship between website service quality belong to a national airline company and customer satisfaction was investigated by using these two approaches. Based on the exploratory factor analysis, “convenience and response time”, “entertainment”, “trust”, and “special communication” were identified as the dimensions of website service quality. The results of regression analysis revealed that “convenience and response time” was the most important determinant of customer satisfaction. However, four service quality dimensions were identified as the basic factor by penalty-reward contrast analysis. In other words, results revealed that increasing the performance of these attributes only prevent from customer dissatisfaction.

Keywords

Customer satisfaction Nonlinear relationship Website service quality Penalty-reward contrast analysis.

References

  • Abou-Shouk, M.A. ve Khalifa, G.S. (2016). The Influence of Website Quality Dimensions on E-Purchasing Behaviour and E-Loyalty: A Comparative Study of Egyptian Travel Agents and Hotels, Journal of Travel and Tourism Marketing, 1-16.
  • Aladwani, A.M. ve Palvia, P.C. (2002). Developing and Validating an Instrument for Measuring User-Perceived Web Quality, Information and Management, 39 (6): 467-476.
  • Albayrak, T. (2015). Ürün Özelliklerinin Performansı ile Müşteri Memnuniyeti Arasındaki Doğrusal ve Doğrusal Olmayan İlişkinin Karşılaştırılması, Anatolia: Turizm Araştırmaları Dergisi, 26 (1): 17-28.
  • Albayrak, T. ve Caber, M. (2013). The Symmetric and Asymmetric Influences of Destination Attributes on Overall Visitor Satisfaction, Current Issues in Tourism, 16 (2): 149-166.
  • Ali, F. ve Ali, F. (2016). Hotel Website Quality, Perceived Flow, Customer Satisfaction and Purchase İntention, Journal of Hospitality and Tourism Technology, 7 (2): 213-228.
  • Anderson, E.W. ve Mittal, V. (2000). Strengthening the Satisfaction-Profit Chain, Journal of Service Research, 3 (2): 107-120.
  • Byamba, B ve Chang, K.C. (2012). The Influence Factors of Online Purchase on Customer Satisfaction in Mongolian Airlines, International Proceedings of Economics Development and Research, 57 (15): 80-85. DOI: 10.7763/1PEDR.
  • Caber, M., Albayrak, T. ve Loiacono, E.T. (2013). The Classification of Extranet Attributes in Terms of Their Asymmetric Influences on Overall User Satisfaction: An Introduction to Asymmetric Impact-Performance Analysis, Journal of Travel Research, 52 (1): 106-116.
  • Cheung, C.M. ve Lee, M.K. (2009). User Satisfaction with an Internet‐Based Portal: An Asymmetric and Nonlinear Approach, Journal of the American Society for Information Science and Technology, 60 (1): 111-122.
  • Dedeke, A.N. (2016). Travel Web-Site Design: Information Task-Fit, Service Quality and Purchase Intention, Tourism Management, 54: 541-554.
  • Elias, N.F., Mohamed, H. ve Arridha, R.R. (2015). A Study on the Factors Affecting Customer Satisfaction in Online Airline Services, International Journal of Business Information Systems, 20 (3): 274-288.
  • Flavián, C., Guinalíu, M. ve Gurrea, R. (2006). The Role Played by Perceived Usability, Satisfaction and Consumer Trust on Website Loyalty, Information and Management, 43 (1): 1-14.
  • Falk, T., Hammerschmidt, M. ve Schepers, J.J. (2010). The Service Quality-Satisfaction Link Revisited: Exploring Asymmetries and Dynamics, Journal of the Academy of Marketing Science, 38 (3): 288-302.
  • Fassnacht, M. ve Köse, I. (2007). Consequences of Web-Based Service Quality: Uncovering A Multi-Faceted Chain of Effects, Journal of Interactive Marketing, 21 (3): 35-54.
  • Füller, J. ve Matzler, K. (2008). Customer Delight and Market Segmentation: An Application of the Three-Factor Theory of Customer Satisfaction on Life Style Groups, Tourism Management, 29 (1): 116-126.
  • Gefen, D. (2002). Reflections on the Dimensions of Trust and Trustworthiness among Online Consumers, ACM Sigmis Database, 33 (3): 38-53.
  • Hausman, A.V. ve Siekpe, J.S. (2009). The Effect of Web Interface Features on Consumer Online Purchase Intentions, Journal of Business Research, 62 (1): 5-13.
  • Herzberg, F., Mausner, B. ve Snyderman B. (1959). The Motivation to Work. New York: John Wiley and Sons. Ho, C.I. ve Lee, Y.L. (2007). The Development of an E-Travel Service Quality Scale, Tourism Management, 28 (6): 1434-1449.
  • Hsu, S.H. (2008). Developing an Index for Online Customer Satisfaction: Adaptation of American Customer Satisfaction Index, Expert Systems with Applications, 34 (4): 3033-3042. https://istatistik.yok.gov.tr/ Erişim tarihi: 9 Mayıs 2017.
  • Jeong, M., Oh, H. ve Gregoire, M. (2003). Conceptualizing Web Site Quality and its Consequences in the Lodging Industry, International Journal of Hospitality Management, 22 (2): 161-175.
  • Johnston, R. (1995). The Determinants of Service Quality: Satisfiers and Dissatisfiers, International Journal of Service Industry Management, 6 (5): 53-71.
  • Kano, N., Seraku N., Takahashi F. ve Tsuji S. (1984). Attractive Quality and Must-Be Quality, The Journal of the Japanese Society for Quality Control, 14 (April): 39-48.
  • Kim, H. ve Fesenmaier, D.R. (2008). Persuasive Design of Destination Web Sites: An Analysis of First Impression, Journal of Travel Research, 47 (1): 3-13.
  • Kim, H. ve Niehm, L.S. (2009). The Impact of Website Quality on Information Quality, Value, and Loyalty Intentions in Apparel Retailing, Journal of Interactive Marketing, 23 (3): 221-233.
  • Kim, S. ve Stoel, L. (2004). Apparel Retailers: Website Quality Dimensions and Satisfaction, Journal of Retailing and Consumer Services, 11 (2): 109-117.
  • Lee, F.H., ve Wu, W.Y. (2011). Moderating Effects of Technology Acceptance Perspectives on E-Service Quality Formation: Evidence from Airline Websites in Taiwan, Expert Systems with Applications, 38 (6): 7766-7773.
  • Lee, G.G. ve Lin, H.F. (2005). Customer Perceptions of E-Service Quality in Online Shopping. International Journal of Retail and Distribution Management, 33 (2): 161-176.
  • Leece, P., Bhandari, M., Sprague, S., Swiontkowski, M.F., Schemitsch, E.H., Tornetta, P. ve Guyatt, G.H. (2004). Internet Versus Mailed Questionnaires: A Randomized Comparison (2), Journal of Medical Internet Research, 6 (3): e30, 1-10.
  • Lin, H.F. (2007). The Impact of Website Quality Dimensions on Customer Satisfaction in the B2C E-Commerce Context, Total Quality Management and Business Excellence, 18 (4): 363-378.
  • Loiacono, E.T., Watson, R.T. ve D.L. Goodhue. (2007). Web-Qual: An Instrument for Consumer Evaluation of Web Sites, International Journal of Electronic Commerce, 11 (3): 51-87.
  • Long, M. ve McMellon, C. (2004). Exploring the Determinants of Retail Service Quality on the Internet, Journal of Services Marketing, 18 (1): 78-90.
  • Matzler, K., Bailom, F., Hinterhuber, H.H., Renzl, B. ve Pichler, J. (2004). The Asymmetric Relationship Between Attribute-Level Performance and Overall Customer Satisfaction: A Reconsideration of the İmportance-Performance Analysis, Industrial Marketing Management, 33 (4): 271-277.
  • Matzler, K., Renzl, B. ve Rothenberger, S. (2006). Measuring the Relative Importance of Service Dimensions in the Formation of Price Satisfaction and Service Satisfaction: A Case Study in the Hotel Industry, Scandinavian Journal of Hospitality and Tourism, 6 (3): 179-196.
  • Matzler, K. ve Sauerwein, E. (2002). The Factor Structure of Customer Satisfaction: An Empirical Test of the Importance Grid and the Penalty-Reward-Contrast Analysis, International Journal of Service Industry Management, 13 (4): 314-332.
  • Mittal, V., Ross, W.T. ve Baldasare, P.M. (1998). The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions, Journal of Marketing, 62 (1): 33-47
  • Nafchi, M.Z., Gandomani, T.J. ve Algunaid, A. (2014). A New Quality Model to Measure Quality of Airlines’ Websites, International Journal of Computer and Information Technology, 3 (5): 1160-1164
  • Parasuraman, A. ve Grewal, D. (2000). The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda, Journal of the Academy of Marketing Science, 28 (1): 168-174.
  • Parasuraman, A., Zeithaml, V.A. ve Malhotra, A. (2005). ESQUAL a Multiple-Item Scale for Assessing Electronic Service Quality, Journal of Service Research, 7 (3): 213-233.
  • Setiandi, A. ve Sardjono, W. (2013). Analisis Kualitas Website pada Industri Penerbangan di Indonesia yang Mempengaruhi Kepuasan Pelanggan Online (Basılmamış Doktora Tezi), Universitas Gadjah Mada.
  • Shchiglik, C. ve Barnes, S.J. (2004). Evaluating Website Quality in the Airline Industry, Journal of Computer Information Systems, 44 (3): 17-25.
  • Shia, B.C., Chen, M. ve Ramdansyah, A.D. (2016). Measuring Customer Satisfaction Toward Localization Website by Webqual and Importance Performance Analysis: Case Study on AliexPress Site in Indonesia, American Journal of Industrial and Business Management, 6 (2): 117-128.
  • Wang, L., Law, R., Guillet, B.D., Hung, K. ve Fong, D.K.C. (2015). Impact of Hotel Website Quality on Online Booking Intentions: e-Trust as a Mediator, International Journal of Hospitality Management, 47: 108-115. We are Social: Digital in 2016 http://wearesocial.com/uk/specialreports/digital-in-2016 Erişim tarihi: 01 Aralık 2016.
  • Xie, Z.C. ve Barnes, S.J. (2008). Web Site Quality in the UK Airline Industry: A Longitudinal Examination, Journal of Computer Information Systems, 49 (2): 50-57.
  • Yang, Z., Cai, S., Zhou, Z. ve Zhou N. (2005). Development and Validation of an Instrument to Measure User Perceived Service Quality of Information Presenting Web Portals, Information and Management, 42: 575-589.
  • Yang, Z. ve Fang, X. (2004). Online Service Quality Dimensions and Their Relationships with Satisfaction: A Content Analysis of Customer Reviews of Securities Brokerage Services, International Journal of Service Industry Management, 15 (3): 302-326.

Web Sitesi Hizmet Kalitesinin Müşteri Memnuniyetine Etkisi

Year 2017, Volume: 28 Issue: 2, 293 - 303, 01.12.2017

Özge Kocabulut Tahir Albayrak

https://doi.org/10.17123/atad.362636
Cited By: 4

Abstract

Araştırmacılar genellikle ürün özelliklerinin performansı ile müşteri memnuniyeti arasında doğrusal bir ilişki bulunduğu varsayımını benimsemektedir. Ancak son yıllarda gerçekleştirilen birçok araştırma, bu ilişkinin doğrusal yönlü olmayabileceğini göstermiştir. Bu çalışmada, ulusal bir havayolu işletmesine ait web sitesinin hizmet kalitesi ile müşteri memnuniyeti arasındaki ilişki, doğrusal ve doğrusal olmayan yaklaşımların karşılaştırılması yoluyla incelenmiştir. Açıklayıcı faktör analizi sonucu “kolaylık ve cevaplandırma süresi”, “eğlence”, “güven” ve “özel iletişim” özellikleri web sitesi hizmet kalitesinin başlıca boyutları olarak tespit edilmiştir. Doğrusal ilişkiyi test eden regresyon analizi sonuçlarına göre “kolaylık ve cevaplandırma süresi” boyutu müşteri memnuniyetinin en önemli belirleyicisi olarak tespit edilmiştir. Ancak doğrusal olmayan ilişkiyi test eden ceza-ödül karşıtlığı analizi sonuçları, dört hizmet kalitesi boyutunun da müşteriler açısından temel faktörler olduğunu göstermiştir. Buna göre, adı geçen özelliklerin performansını arttırmak sadece müşteri memnuniyetsizliğini engellemeye katkı sağlayacak, ancak müşteri memnuniyeti yaratmayacaktır.

Keywords

Müşteri memnuniyeti Doğrusal olmayan ilişki Web sitesi hizmet kalitesi Ceza-ödül karşıtlığı analizi

References

  • Abou-Shouk, M.A. ve Khalifa, G.S. (2016). The Influence of Website Quality Dimensions on E-Purchasing Behaviour and E-Loyalty: A Comparative Study of Egyptian Travel Agents and Hotels, Journal of Travel and Tourism Marketing, 1-16.
  • Aladwani, A.M. ve Palvia, P.C. (2002). Developing and Validating an Instrument for Measuring User-Perceived Web Quality, Information and Management, 39 (6): 467-476.
  • Albayrak, T. (2015). Ürün Özelliklerinin Performansı ile Müşteri Memnuniyeti Arasındaki Doğrusal ve Doğrusal Olmayan İlişkinin Karşılaştırılması, Anatolia: Turizm Araştırmaları Dergisi, 26 (1): 17-28.
  • Albayrak, T. ve Caber, M. (2013). The Symmetric and Asymmetric Influences of Destination Attributes on Overall Visitor Satisfaction, Current Issues in Tourism, 16 (2): 149-166.
  • Ali, F. ve Ali, F. (2016). Hotel Website Quality, Perceived Flow, Customer Satisfaction and Purchase İntention, Journal of Hospitality and Tourism Technology, 7 (2): 213-228.
  • Anderson, E.W. ve Mittal, V. (2000). Strengthening the Satisfaction-Profit Chain, Journal of Service Research, 3 (2): 107-120.
  • Byamba, B ve Chang, K.C. (2012). The Influence Factors of Online Purchase on Customer Satisfaction in Mongolian Airlines, International Proceedings of Economics Development and Research, 57 (15): 80-85. DOI: 10.7763/1PEDR.
  • Caber, M., Albayrak, T. ve Loiacono, E.T. (2013). The Classification of Extranet Attributes in Terms of Their Asymmetric Influences on Overall User Satisfaction: An Introduction to Asymmetric Impact-Performance Analysis, Journal of Travel Research, 52 (1): 106-116.
  • Cheung, C.M. ve Lee, M.K. (2009). User Satisfaction with an Internet‐Based Portal: An Asymmetric and Nonlinear Approach, Journal of the American Society for Information Science and Technology, 60 (1): 111-122.
  • Dedeke, A.N. (2016). Travel Web-Site Design: Information Task-Fit, Service Quality and Purchase Intention, Tourism Management, 54: 541-554.
  • Elias, N.F., Mohamed, H. ve Arridha, R.R. (2015). A Study on the Factors Affecting Customer Satisfaction in Online Airline Services, International Journal of Business Information Systems, 20 (3): 274-288.
  • Flavián, C., Guinalíu, M. ve Gurrea, R. (2006). The Role Played by Perceived Usability, Satisfaction and Consumer Trust on Website Loyalty, Information and Management, 43 (1): 1-14.
  • Falk, T., Hammerschmidt, M. ve Schepers, J.J. (2010). The Service Quality-Satisfaction Link Revisited: Exploring Asymmetries and Dynamics, Journal of the Academy of Marketing Science, 38 (3): 288-302.
  • Fassnacht, M. ve Köse, I. (2007). Consequences of Web-Based Service Quality: Uncovering A Multi-Faceted Chain of Effects, Journal of Interactive Marketing, 21 (3): 35-54.
  • Füller, J. ve Matzler, K. (2008). Customer Delight and Market Segmentation: An Application of the Three-Factor Theory of Customer Satisfaction on Life Style Groups, Tourism Management, 29 (1): 116-126.
  • Gefen, D. (2002). Reflections on the Dimensions of Trust and Trustworthiness among Online Consumers, ACM Sigmis Database, 33 (3): 38-53.
  • Hausman, A.V. ve Siekpe, J.S. (2009). The Effect of Web Interface Features on Consumer Online Purchase Intentions, Journal of Business Research, 62 (1): 5-13.
  • Herzberg, F., Mausner, B. ve Snyderman B. (1959). The Motivation to Work. New York: John Wiley and Sons. Ho, C.I. ve Lee, Y.L. (2007). The Development of an E-Travel Service Quality Scale, Tourism Management, 28 (6): 1434-1449.
  • Hsu, S.H. (2008). Developing an Index for Online Customer Satisfaction: Adaptation of American Customer Satisfaction Index, Expert Systems with Applications, 34 (4): 3033-3042. https://istatistik.yok.gov.tr/ Erişim tarihi: 9 Mayıs 2017.
  • Jeong, M., Oh, H. ve Gregoire, M. (2003). Conceptualizing Web Site Quality and its Consequences in the Lodging Industry, International Journal of Hospitality Management, 22 (2): 161-175.
  • Johnston, R. (1995). The Determinants of Service Quality: Satisfiers and Dissatisfiers, International Journal of Service Industry Management, 6 (5): 53-71.
  • Kano, N., Seraku N., Takahashi F. ve Tsuji S. (1984). Attractive Quality and Must-Be Quality, The Journal of the Japanese Society for Quality Control, 14 (April): 39-48.
  • Kim, H. ve Fesenmaier, D.R. (2008). Persuasive Design of Destination Web Sites: An Analysis of First Impression, Journal of Travel Research, 47 (1): 3-13.
  • Kim, H. ve Niehm, L.S. (2009). The Impact of Website Quality on Information Quality, Value, and Loyalty Intentions in Apparel Retailing, Journal of Interactive Marketing, 23 (3): 221-233.
  • Kim, S. ve Stoel, L. (2004). Apparel Retailers: Website Quality Dimensions and Satisfaction, Journal of Retailing and Consumer Services, 11 (2): 109-117.
  • Lee, F.H., ve Wu, W.Y. (2011). Moderating Effects of Technology Acceptance Perspectives on E-Service Quality Formation: Evidence from Airline Websites in Taiwan, Expert Systems with Applications, 38 (6): 7766-7773.
  • Lee, G.G. ve Lin, H.F. (2005). Customer Perceptions of E-Service Quality in Online Shopping. International Journal of Retail and Distribution Management, 33 (2): 161-176.
  • Leece, P., Bhandari, M., Sprague, S., Swiontkowski, M.F., Schemitsch, E.H., Tornetta, P. ve Guyatt, G.H. (2004). Internet Versus Mailed Questionnaires: A Randomized Comparison (2), Journal of Medical Internet Research, 6 (3): e30, 1-10.
  • Lin, H.F. (2007). The Impact of Website Quality Dimensions on Customer Satisfaction in the B2C E-Commerce Context, Total Quality Management and Business Excellence, 18 (4): 363-378.
  • Loiacono, E.T., Watson, R.T. ve D.L. Goodhue. (2007). Web-Qual: An Instrument for Consumer Evaluation of Web Sites, International Journal of Electronic Commerce, 11 (3): 51-87.
  • Long, M. ve McMellon, C. (2004). Exploring the Determinants of Retail Service Quality on the Internet, Journal of Services Marketing, 18 (1): 78-90.
  • Matzler, K., Bailom, F., Hinterhuber, H.H., Renzl, B. ve Pichler, J. (2004). The Asymmetric Relationship Between Attribute-Level Performance and Overall Customer Satisfaction: A Reconsideration of the İmportance-Performance Analysis, Industrial Marketing Management, 33 (4): 271-277.
  • Matzler, K., Renzl, B. ve Rothenberger, S. (2006). Measuring the Relative Importance of Service Dimensions in the Formation of Price Satisfaction and Service Satisfaction: A Case Study in the Hotel Industry, Scandinavian Journal of Hospitality and Tourism, 6 (3): 179-196.
  • Matzler, K. ve Sauerwein, E. (2002). The Factor Structure of Customer Satisfaction: An Empirical Test of the Importance Grid and the Penalty-Reward-Contrast Analysis, International Journal of Service Industry Management, 13 (4): 314-332.
  • Mittal, V., Ross, W.T. ve Baldasare, P.M. (1998). The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions, Journal of Marketing, 62 (1): 33-47
  • Nafchi, M.Z., Gandomani, T.J. ve Algunaid, A. (2014). A New Quality Model to Measure Quality of Airlines’ Websites, International Journal of Computer and Information Technology, 3 (5): 1160-1164
  • Parasuraman, A. ve Grewal, D. (2000). The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda, Journal of the Academy of Marketing Science, 28 (1): 168-174.
  • Parasuraman, A., Zeithaml, V.A. ve Malhotra, A. (2005). ESQUAL a Multiple-Item Scale for Assessing Electronic Service Quality, Journal of Service Research, 7 (3): 213-233.
  • Setiandi, A. ve Sardjono, W. (2013). Analisis Kualitas Website pada Industri Penerbangan di Indonesia yang Mempengaruhi Kepuasan Pelanggan Online (Basılmamış Doktora Tezi), Universitas Gadjah Mada.
  • Shchiglik, C. ve Barnes, S.J. (2004). Evaluating Website Quality in the Airline Industry, Journal of Computer Information Systems, 44 (3): 17-25.
  • Shia, B.C., Chen, M. ve Ramdansyah, A.D. (2016). Measuring Customer Satisfaction Toward Localization Website by Webqual and Importance Performance Analysis: Case Study on AliexPress Site in Indonesia, American Journal of Industrial and Business Management, 6 (2): 117-128.
  • Wang, L., Law, R., Guillet, B.D., Hung, K. ve Fong, D.K.C. (2015). Impact of Hotel Website Quality on Online Booking Intentions: e-Trust as a Mediator, International Journal of Hospitality Management, 47: 108-115. We are Social: Digital in 2016 http://wearesocial.com/uk/specialreports/digital-in-2016 Erişim tarihi: 01 Aralık 2016.
  • Xie, Z.C. ve Barnes, S.J. (2008). Web Site Quality in the UK Airline Industry: A Longitudinal Examination, Journal of Computer Information Systems, 49 (2): 50-57.
  • Yang, Z., Cai, S., Zhou, Z. ve Zhou N. (2005). Development and Validation of an Instrument to Measure User Perceived Service Quality of Information Presenting Web Portals, Information and Management, 42: 575-589.
  • Yang, Z. ve Fang, X. (2004). Online Service Quality Dimensions and Their Relationships with Satisfaction: A Content Analysis of Customer Reviews of Securities Brokerage Services, International Journal of Service Industry Management, 15 (3): 302-326.
There are 45 citations in total.

Details

Journal Section Articles
Authors

Özge Kocabulut 0000-0002-9774-6911

Tahir Albayrak 0000-0001-6961-0550

Publication Date December 1, 2017
Published in Issue Year 2017 Volume: 28 Issue: 2

Cite

APA Kocabulut, Ö., & Albayrak, T. (2017). Web Sitesi Hizmet Kalitesinin Müşteri Memnuniyetine Etkisi. Anatolia: Turizm Araştırmaları Dergisi, 28(2), 293-303. https://doi.org/10.17123/atad.362636
AMA Kocabulut Ö, Albayrak T. Web Sitesi Hizmet Kalitesinin Müşteri Memnuniyetine Etkisi. Anatolia: Turizm Araştırmaları Dergisi. December 2017;28(2):293-303. doi:10.17123/atad.362636
Chicago Kocabulut, Özge, and Tahir Albayrak. “Web Sitesi Hizmet Kalitesinin Müşteri Memnuniyetine Etkisi”. Anatolia: Turizm Araştırmaları Dergisi 28, no. 2 (December 2017): 293-303. https://doi.org/10.17123/atad.362636.
EndNote Kocabulut Ö, Albayrak T (December 1, 2017) Web Sitesi Hizmet Kalitesinin Müşteri Memnuniyetine Etkisi. Anatolia: Turizm Araştırmaları Dergisi 28 2 293–303.
IEEE Ö. Kocabulut and T. Albayrak, “Web Sitesi Hizmet Kalitesinin Müşteri Memnuniyetine Etkisi”, Anatolia: Turizm Araştırmaları Dergisi, vol. 28, no. 2, pp. 293–303, 2017, doi: 10.17123/atad.362636.
ISNAD Kocabulut, Özge - Albayrak, Tahir. “Web Sitesi Hizmet Kalitesinin Müşteri Memnuniyetine Etkisi”. Anatolia: Turizm Araştırmaları Dergisi 28/2 (December 2017), 293-303. https://doi.org/10.17123/atad.362636.
JAMA Kocabulut Ö, Albayrak T. Web Sitesi Hizmet Kalitesinin Müşteri Memnuniyetine Etkisi. Anatolia: Turizm Araştırmaları Dergisi. 2017;28:293–303.
MLA Kocabulut, Özge and Tahir Albayrak. “Web Sitesi Hizmet Kalitesinin Müşteri Memnuniyetine Etkisi”. Anatolia: Turizm Araştırmaları Dergisi, vol. 28, no. 2, 2017, pp. 293-0, doi:10.17123/atad.362636.
Vancouver Kocabulut Ö, Albayrak T. Web Sitesi Hizmet Kalitesinin Müşteri Memnuniyetine Etkisi. Anatolia: Turizm Araştırmaları Dergisi. 2017;28(2):293-30.

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