Research Information System
Journal of South Asian Studies, vol.11, no.03, pp.253-266, 2023 (Peer-Reviewed Journal)
Establishing e-customer loyalty in e-commerce, which is the form of commerce of our age, is quite difficult compared to
traditional commerce. There are many options for customers. In this context, e-commerce businesses should design
their websites according to the wishes and needs of their customers to gain an advantage over their competitors. This
study aims to reveal the effect of information quality, system quality, service quality, and user-friendliness of ecommerce websites and the net benefit on e-customer loyalty. To examine these variables, a questionnaire was applied
to 506 customers of a shopping mall in Istanbul with 8 branches. The collected data were analyzed with statistical
package programs used in the social sciences. A positive and significant relationship was observed between website
information quality, website system quality, website service quality, website user-friendliness, net benefit, and eloyalty. As a result of the regression analysis, a positive and significant effect of the website's information quality, system
quality, service quality, user-friendliness, and net benefit on e-customer loyalty was observed. Information quality alone
does not affect e-customer loyalty. The disclosure rate of the model is 87.5%.
Keywords: Business, Customer Loyalty, E-Commerce, Net Benefit, Website.