ELEKTRON TICARƏTDƏ MÜŞTƏRI SƏDAQƏTINƏ TƏSİR EDƏN FAKTORLAR: BOLT FOOD VƏ WOLT NÜMUNƏSİ
FACTORS AFFECTING CUSTOMER LOYALTY IN ELECTRONIC COMMERCE: THE EXAMPLE OF BOLT FOOD AND WOLT

Summary/Abstract: Globalization and the development of information technologies, which are taking place in many spheres in the world, have not bypassed the commercial sphere either. As a result of these processes, commerce has changed its form and a new concept, the concept of e-commerce, has emerged. E-commerce creates suitable conditions for consumers to shop on a global level. In conclusion, as a result of these online shopping’s, the circulation of e-commerce increases. As in traditional commerce, the most important element in e-commerce is customer. To create a loyal customer or in other words, to increase customer loyalty, it is necessary to pay attention to a number of nuances. Customer loyalty is influenced by a number of factors, including customer satisfaction, perceived service quality. In this study, the factors affecting customer loyalty were investigated on the samples of Bolt Food and WOLT. A questionnaire survey was created via the internet to conduct the research. 333 people answered the survey. The collected data were analyzed in SPSS 25.0 software. Reliability, Regression and Frequency analyzes were performed. As a result of the analysis, it was determined that perceived service quality and customer satisfaction have a meaningful and positive effect on customer loyalty.

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