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İMALAT İŞLETMELERİNDE LOJİSTİK HİZMET KALİTESİNİN İŞLETME VERİMLİLİĞİNE ETKİSİNİN LOJİSTİK REGRESYON ANALİZİ İLE BELİRLENMESİ: ERZİNCAN İLİ ÖRNEĞİ

Year 2018, Volume: 11 Issue: 2, 30 - 43, 29.12.2018

Abstract

Bu çalışmada, Erzincan ilinde
yer alan imalat işletmelerinde çalışan personele sunulan lojistik hizmet
kalitesinin çalışanlar tarafından nasıl algılandığının saptanması ve lojistik
hizmet kalitesinin işletme verimliliği üzerine olan etkileri araştırılmıştır.
Lojistik hizmet kalitesinin unsurları olan personel iletişim kalitesi, bilgi
kalitesi, sipariş işleme kalitesi, fiziksel dağıtım kalitesi, imaj ile güven
kalitesi, zamanındalık (dakiklik), 
sosyal sorumluluk kalitesi ve teknoloji kalitesinin imalat
işletmelerinde işletme verimliliğini etkileme düzeyleri lojistik regresyon
analizi ile incelenmiştir. Elde edilen sonuçlar lojistik hizmet kalitesinin
işletme verimliliği üzerinde; personel iletişim kalitesi, bilgi kalitesi,
sipariş işleme kalitesi, fiziksel dağıtım kalitesi ve teknoloji kalitesi
unsurlarında etkili olduğu belirlenmiştir. Ancak lojistik hizmet kalitesinin
sosyal sorumluluk kalitesi ve imaj ile güven kalitesi unsurlarında ise işletme
verimliliği üzerinde herhangi bir etkisinin olmadığı tespit edilmiştir.

References

  • Awasthi A. Sayyadi, R. ve Khabbazian, (2017). A Combined Approach Integrating Gap Analysis, QFD And AHP For Improving Logistics Service Quality, International Journal of Logistics Systems and Management, Volume, 29, Issue, 2, 190-214.
  • Berkowitz, E. N.,Roger A. K. Steven, W. H. ve William, R. (1997). Marketing, Irwin McGraw-Hill, USA.
  • Bienstock, C,C. Mentzer, J. ve Bird, M. (1997). Measuring Physical Distribution Service Quality, J, Acad. Mark. Sci. 25, 31–44.
  • Bienstock, C, C. ve Royne, M,B. (2010). Technology Acceptance and Satisfaction with Logistics Services, The International Journal of Logistics Management, 1/2, 271-292.
  • Börühan, G. (2014). Elektronik Ticarette Siparişlerin Yerine Getirilmesinde Lojistik Hizmet Kalitesinin Müşteri Memnuniyetine Etkisi: Özel Alış Veriş Sitelerinde Uygulamalar, (Yayımlanmamış Doktora Tezi), İzmir:Yaşar Üniversitesi Soysal Bilimler Enstitüsü.
  • Collier, D,A. (1991). Evaluating Marketing and Operations Service Quality Information: A Preliminary Report, in: S.W. Brown E, Gummesson, B. Edvardsson, B. Gustavsson (eds.), service quality: multidisciplinary and multinational perspectives, LexingtonBooks, Lexington, 143–154.
  • Collier, J, E. ve Bienstock, C,C. (2006). Measuring Service Quality in E-Retailing, Journalof Service Research, 8/3, 260-275.
  • Davis,S, B. Mentzer,J,T. ve Stank, T. (2008). Creating Consumer Durable Retailer Customer Loyalty Through Order Fulfillment Service Operations, Journal of Operations Management, 26, 781-797.
  • Dodds, W,B. (2002). The Effect of Perceived and Objective Market Cues On Consumers’ Products Evaluation. Marketing Bulletin,13 (2), 1-14.
  • Elliot, R. ve Bailey, J,P. (2004). Physica Ldistibution Service Quality in Internet Retailing: Service Pricing, Transaction Attributes, and Firm Attributes, Journal of Operations Management, Sayı: 21,651-672.
  • Franceschini, F. ve Rafele, C. (2000). International Journal of Agile Management Systems, 2(1), 49-53.
  • Giovanis, A, N. Tomaras, P. ve Zondiros, D. (2013). Supplier Logistics Service Quality Performance and its Effecton Retailers’ Behavioral Intentions, Procedia- Social and Behavirol Sciences, 73, 302-309.
  • Grand D, B. ve Philipp, B. (2014). A Planned Study of The Impact of B2C Logistics Service Quality on Shopper Satisfaction and Loyalty, Market Innovation, 45-63.
  • Han, S.L. ve Baek, S. (2004). Antecedents and Consequences of Service Quality in Online Banking: An Application of The Servqual Instrument, Advances in Consumer Research,31 / 1, 208-214.
  • Ho, S.Z, Lai, D, O. Tiffaniy ,F, Fatt, L. ve Teh, T,Y. (2012). Singapore, Logistic Service Quality Among Courier Services in Malaysia, 2012 International Conference on Economics, Business Innovation, IPEDR, 38, IACSIT Press.
  • Gulc, A. (2017). Models and Methods of Measuring The Quality of Logistic Service, 7th International Conference on Engineering, Project, and Production Management,Procedia Engineering 182, 255 – 264.
  • Huang, Y. Yi-Wei, K,. ve Shi-Wei,X. (2009). Applying Importance –Performance Analysis To Evaluate Logistics Service Quality For Online Shopping Among Retailing Delivery ,International Journal of Electronic Business Management, 7/ 2,128-136.
  • Kayapınar, Ö. (2016). Lojistik Hizmet Kalitesi Ile Firma Performansı Arasındaki Ilişkide Lojistik Performansı Ve Teknoloji Düzeyinin Rolü, (Yayımlanmamış Doktora Tezi), Edirne: Trakya Üniversitesi Sosyal Bilimler Enstitüsü.
  • Kothandaraman, P. ve Wilson, D,T. (2000). The Future of Competition: Value-Creating Networks, Industrial Marketing Management, 30 (4), 379-389.
  • Kou, B. (2015). Analysis and Evaluation on Logistics Service Quality for Online Network Ecommerce, Instrumentataion and Measurementi, Computer, Communication and Control (IMCCC), 2015 Fifth International Conferance, 1987-1996.
  • Kusnierz, M,L. ve Teresa, G.(2014). Customer Satisfaction with the Quality of the Logistic Services, Scientific Journal of Logistics, 10/ 1,13-19.
  • Mentzer, J. Gomes, R. ve Krapfel, R,E. (1989). Physical Distribution Service: A Fundamental Marketing Concept, J. Acad. Mark. Sci. 17, 53–62.
  • Memiş, S. ve Cesur, Z. (2016). Algılanan Hizmet Kalitesi İle Marka Bağlılığı İlişkisi Şehirlerarası Yolcu Taşımacılığı Yapan Otobüs Firmaları Üzerine Bir Araştırma”, Cbü Sosyal Bilimler Dergisi, 14/2, 453-484. Mentzer J,T. Daniel J, F. ve Kent J, L. (1999). Developing A Logistics Service Quality Scale, Journal of Husmess Logistic, 20 (1), 9-32.
  • Mentzer, J, T. Daniel J, F. ve Hult,T,M. (2001). Logistics Service Quality As a Segment-Customized Process, Journal of Marketing, 35,82-104.
  • Micu, A. Aivaz, K. ve Capatina, A. (2013). Implications of Logistic Service Quality on the Satisfaction Level and Retention Rate of an E-Commerce Retailer’s Customers, Economic Computation and Economic Cybernetics Studies and Research, 47/ 2, 147-155.
  • Murfield, M. Boone, C. Rutner, P. ve Thomas, R. (2017). Investigating Logistics Service Quality in Omni-Channel Retailing, International Journal of Physical Distribution &Logistics Management, 47 / 4, 263-296.
  • Öztürk, M. (2003). İşletme ve Yönetim, İstanbul, Papatya Yayıncılık. Parasuraman, A. Zeithaml, V,A. ve Berry, L,L. (1985). A Conceptual Model of Service Quality and its Implications for Future Research, Journal of Marketing, 49,41-50.
  • Prokopenko, J. (2001). Verimlilik Yönetimi Uygulamalı El Kitabı, Milli Prodüktivite Merkezi Yayınları. Ankara.
  • Rahmat, A,K. ve Faisol, N. (2015). Manufacturers Satisfaction on Logistics Service Quality, Operational, Relational and National Culture, 6th International Research Symposium in Service Management, IRSSM-6 2015, 11-15 August 2015, UITM Sarawak, Kuching, Malaysia.
  • Rao, S. Thomas J. G. Griffis, S,E. ve IyengaR, D. (2011). Electronic Logistics Service Quality (e-LSQ): Its Impact on the Customer’s Purchase Satisfaction and Retention” Journal of Business Logistics, 32/2, 167-179.
  • Sabine, L. HoThi Q, G. ve Cools, M. (2016). Logistics Service Quality: The Case of DaNang City, Sustainable Development of Civil, Urban and Transportation Engineering Conference, 142, 124-130.
  • Saura, I, G. Frances,D,S. Contri, G,B . ve Blasco,M. (2008). Logistics Service Quality: A New “Way To Loyalty”, Industrial Management and Data Systems, 108/5, 650-668.
  • Selim, N,I. Dato, S, Zailani.,M. ve Aziz, A,A. (2018). Halal Logistics Service Quality (HLSQ) by Third-Party Providers (3PL) in Malaysia: A Conceptual Pape, Proceedings of the 3rd International Halal Conference, 223-234.
  • Sevim, Ş, Akdemir, A, ve Vatansever, K, (2008). Lojistik Faaliyetlerinde Dış Kaynak Kullanan İşletmelerin Aldıkları Hizmetlerin Kalitesinin Değerlendirilmesine Yönelik Bir İnceleme, Süleyman Demirel Üniversites, İİBF, Dergisi, 13/1, 1-27.
  • Kilibarda, M. Nikolicic S. ve Adrejic, M. (2016). Measurement of Logistics Service Quality in Freight Forwarding Companies: A Case Study of The Serbian Market, The International Journal of Logistics Management 27/3, 770-794.
  • Thai, V, V. (2013). Logistics Service Quality: Conceptual Model and Emprical Evidence, International Journal of Logistics Research and Applications: A Leading Journal of Supply Chain Management, 16/2,114-131.
  • Usta, R,. ve Memiş, S. (2009). Hizmet Kalitesi ve Marka Bağlılığı Arasındaki İlişki Üzerine Müşteri Tatmininin Aracılık Etkisi, Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi, 23/4, 87-108.
  • Yuan, W. Fan, J. ve Zhang, Z, D. (2017). Empirical Study on The Impact of Third-PartyLogistics Service Quality on Customer Loyalty, Journal of University of Science and Technology of China, 2017/6, 135-155.
  • Vitasek, K. (2013). Council of Supply Chain Management Professionals, Supply Chain Management Terms and Glossary.
  • Wang, Y-. (2017). Model for Evaluating the Logistics Service Quality of Cross-Border E-Commerce Enterprises with Intuitionistic Fuzzy Information, 14/2, 1136-1139.
  • Zeithaml, V,. Parasuraman, A. ve Berry, L,L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectation, FreePress, USA.

İMALAT İŞLETMELERİNDE LOJİSTİK HİZMET KALİTESİNİN İŞLETME VERİMLİLİĞİNE ETKİSİNİN LOJİSTİK REGRESYON ANALİZİ İLE BELİRLENMESİ: ERZİNCAN İLİ ÖRNEĞİ

Year 2018, Volume: 11 Issue: 2, 30 - 43, 29.12.2018

Abstract

Bu çalışmada, Erzincan ilinde
yer alan imalat işletmelerinde çalışan personele sunulan lojistik hizmet
kalitesinin çalışanlar tarafından nasıl algılandığının saptanması ve lojistik
hizmet kalitesinin işletme verimliliği üzerine olan etkileri araştırılmıştır.
Lojistik hizmet kalitesinin unsurları olan personel iletişim kalitesi, bilgi
kalitesi, sipariş işleme kalitesi, fiziksel dağıtım kalitesi, imaj ile güven
kalitesi, zamanındalık (dakiklik), 
sosyal sorumluluk kalitesi ve teknoloji kalitesinin imalat
işletmelerinde işletme verimliliğini etkileme düzeyleri lojistik regresyon
analizi ile incelenmiştir. Elde edilen sonuçlar lojistik hizmet kalitesinin
işletme verimliliği üzerinde; personel iletişim kalitesi, bilgi kalitesi,
sipariş işleme kalitesi, fiziksel dağıtım kalitesi ve teknoloji kalitesi
unsurlarında etkili olduğu belirlenmiştir. Ancak lojistik hizmet kalitesinin
sosyal sorumluluk kalitesi ve imaj ile güven kalitesi unsurlarında ise işletme
verimliliği üzerinde herhangi bir etkisinin olmadığı tespit edilmiştir.

References

  • Awasthi A. Sayyadi, R. ve Khabbazian, (2017). A Combined Approach Integrating Gap Analysis, QFD And AHP For Improving Logistics Service Quality, International Journal of Logistics Systems and Management, Volume, 29, Issue, 2, 190-214.
  • Berkowitz, E. N.,Roger A. K. Steven, W. H. ve William, R. (1997). Marketing, Irwin McGraw-Hill, USA.
  • Bienstock, C,C. Mentzer, J. ve Bird, M. (1997). Measuring Physical Distribution Service Quality, J, Acad. Mark. Sci. 25, 31–44.
  • Bienstock, C, C. ve Royne, M,B. (2010). Technology Acceptance and Satisfaction with Logistics Services, The International Journal of Logistics Management, 1/2, 271-292.
  • Börühan, G. (2014). Elektronik Ticarette Siparişlerin Yerine Getirilmesinde Lojistik Hizmet Kalitesinin Müşteri Memnuniyetine Etkisi: Özel Alış Veriş Sitelerinde Uygulamalar, (Yayımlanmamış Doktora Tezi), İzmir:Yaşar Üniversitesi Soysal Bilimler Enstitüsü.
  • Collier, D,A. (1991). Evaluating Marketing and Operations Service Quality Information: A Preliminary Report, in: S.W. Brown E, Gummesson, B. Edvardsson, B. Gustavsson (eds.), service quality: multidisciplinary and multinational perspectives, LexingtonBooks, Lexington, 143–154.
  • Collier, J, E. ve Bienstock, C,C. (2006). Measuring Service Quality in E-Retailing, Journalof Service Research, 8/3, 260-275.
  • Davis,S, B. Mentzer,J,T. ve Stank, T. (2008). Creating Consumer Durable Retailer Customer Loyalty Through Order Fulfillment Service Operations, Journal of Operations Management, 26, 781-797.
  • Dodds, W,B. (2002). The Effect of Perceived and Objective Market Cues On Consumers’ Products Evaluation. Marketing Bulletin,13 (2), 1-14.
  • Elliot, R. ve Bailey, J,P. (2004). Physica Ldistibution Service Quality in Internet Retailing: Service Pricing, Transaction Attributes, and Firm Attributes, Journal of Operations Management, Sayı: 21,651-672.
  • Franceschini, F. ve Rafele, C. (2000). International Journal of Agile Management Systems, 2(1), 49-53.
  • Giovanis, A, N. Tomaras, P. ve Zondiros, D. (2013). Supplier Logistics Service Quality Performance and its Effecton Retailers’ Behavioral Intentions, Procedia- Social and Behavirol Sciences, 73, 302-309.
  • Grand D, B. ve Philipp, B. (2014). A Planned Study of The Impact of B2C Logistics Service Quality on Shopper Satisfaction and Loyalty, Market Innovation, 45-63.
  • Han, S.L. ve Baek, S. (2004). Antecedents and Consequences of Service Quality in Online Banking: An Application of The Servqual Instrument, Advances in Consumer Research,31 / 1, 208-214.
  • Ho, S.Z, Lai, D, O. Tiffaniy ,F, Fatt, L. ve Teh, T,Y. (2012). Singapore, Logistic Service Quality Among Courier Services in Malaysia, 2012 International Conference on Economics, Business Innovation, IPEDR, 38, IACSIT Press.
  • Gulc, A. (2017). Models and Methods of Measuring The Quality of Logistic Service, 7th International Conference on Engineering, Project, and Production Management,Procedia Engineering 182, 255 – 264.
  • Huang, Y. Yi-Wei, K,. ve Shi-Wei,X. (2009). Applying Importance –Performance Analysis To Evaluate Logistics Service Quality For Online Shopping Among Retailing Delivery ,International Journal of Electronic Business Management, 7/ 2,128-136.
  • Kayapınar, Ö. (2016). Lojistik Hizmet Kalitesi Ile Firma Performansı Arasındaki Ilişkide Lojistik Performansı Ve Teknoloji Düzeyinin Rolü, (Yayımlanmamış Doktora Tezi), Edirne: Trakya Üniversitesi Sosyal Bilimler Enstitüsü.
  • Kothandaraman, P. ve Wilson, D,T. (2000). The Future of Competition: Value-Creating Networks, Industrial Marketing Management, 30 (4), 379-389.
  • Kou, B. (2015). Analysis and Evaluation on Logistics Service Quality for Online Network Ecommerce, Instrumentataion and Measurementi, Computer, Communication and Control (IMCCC), 2015 Fifth International Conferance, 1987-1996.
  • Kusnierz, M,L. ve Teresa, G.(2014). Customer Satisfaction with the Quality of the Logistic Services, Scientific Journal of Logistics, 10/ 1,13-19.
  • Mentzer, J. Gomes, R. ve Krapfel, R,E. (1989). Physical Distribution Service: A Fundamental Marketing Concept, J. Acad. Mark. Sci. 17, 53–62.
  • Memiş, S. ve Cesur, Z. (2016). Algılanan Hizmet Kalitesi İle Marka Bağlılığı İlişkisi Şehirlerarası Yolcu Taşımacılığı Yapan Otobüs Firmaları Üzerine Bir Araştırma”, Cbü Sosyal Bilimler Dergisi, 14/2, 453-484. Mentzer J,T. Daniel J, F. ve Kent J, L. (1999). Developing A Logistics Service Quality Scale, Journal of Husmess Logistic, 20 (1), 9-32.
  • Mentzer, J, T. Daniel J, F. ve Hult,T,M. (2001). Logistics Service Quality As a Segment-Customized Process, Journal of Marketing, 35,82-104.
  • Micu, A. Aivaz, K. ve Capatina, A. (2013). Implications of Logistic Service Quality on the Satisfaction Level and Retention Rate of an E-Commerce Retailer’s Customers, Economic Computation and Economic Cybernetics Studies and Research, 47/ 2, 147-155.
  • Murfield, M. Boone, C. Rutner, P. ve Thomas, R. (2017). Investigating Logistics Service Quality in Omni-Channel Retailing, International Journal of Physical Distribution &Logistics Management, 47 / 4, 263-296.
  • Öztürk, M. (2003). İşletme ve Yönetim, İstanbul, Papatya Yayıncılık. Parasuraman, A. Zeithaml, V,A. ve Berry, L,L. (1985). A Conceptual Model of Service Quality and its Implications for Future Research, Journal of Marketing, 49,41-50.
  • Prokopenko, J. (2001). Verimlilik Yönetimi Uygulamalı El Kitabı, Milli Prodüktivite Merkezi Yayınları. Ankara.
  • Rahmat, A,K. ve Faisol, N. (2015). Manufacturers Satisfaction on Logistics Service Quality, Operational, Relational and National Culture, 6th International Research Symposium in Service Management, IRSSM-6 2015, 11-15 August 2015, UITM Sarawak, Kuching, Malaysia.
  • Rao, S. Thomas J. G. Griffis, S,E. ve IyengaR, D. (2011). Electronic Logistics Service Quality (e-LSQ): Its Impact on the Customer’s Purchase Satisfaction and Retention” Journal of Business Logistics, 32/2, 167-179.
  • Sabine, L. HoThi Q, G. ve Cools, M. (2016). Logistics Service Quality: The Case of DaNang City, Sustainable Development of Civil, Urban and Transportation Engineering Conference, 142, 124-130.
  • Saura, I, G. Frances,D,S. Contri, G,B . ve Blasco,M. (2008). Logistics Service Quality: A New “Way To Loyalty”, Industrial Management and Data Systems, 108/5, 650-668.
  • Selim, N,I. Dato, S, Zailani.,M. ve Aziz, A,A. (2018). Halal Logistics Service Quality (HLSQ) by Third-Party Providers (3PL) in Malaysia: A Conceptual Pape, Proceedings of the 3rd International Halal Conference, 223-234.
  • Sevim, Ş, Akdemir, A, ve Vatansever, K, (2008). Lojistik Faaliyetlerinde Dış Kaynak Kullanan İşletmelerin Aldıkları Hizmetlerin Kalitesinin Değerlendirilmesine Yönelik Bir İnceleme, Süleyman Demirel Üniversites, İİBF, Dergisi, 13/1, 1-27.
  • Kilibarda, M. Nikolicic S. ve Adrejic, M. (2016). Measurement of Logistics Service Quality in Freight Forwarding Companies: A Case Study of The Serbian Market, The International Journal of Logistics Management 27/3, 770-794.
  • Thai, V, V. (2013). Logistics Service Quality: Conceptual Model and Emprical Evidence, International Journal of Logistics Research and Applications: A Leading Journal of Supply Chain Management, 16/2,114-131.
  • Usta, R,. ve Memiş, S. (2009). Hizmet Kalitesi ve Marka Bağlılığı Arasındaki İlişki Üzerine Müşteri Tatmininin Aracılık Etkisi, Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi, 23/4, 87-108.
  • Yuan, W. Fan, J. ve Zhang, Z, D. (2017). Empirical Study on The Impact of Third-PartyLogistics Service Quality on Customer Loyalty, Journal of University of Science and Technology of China, 2017/6, 135-155.
  • Vitasek, K. (2013). Council of Supply Chain Management Professionals, Supply Chain Management Terms and Glossary.
  • Wang, Y-. (2017). Model for Evaluating the Logistics Service Quality of Cross-Border E-Commerce Enterprises with Intuitionistic Fuzzy Information, 14/2, 1136-1139.
  • Zeithaml, V,. Parasuraman, A. ve Berry, L,L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectation, FreePress, USA.
Year 2018, Volume: 11 Issue: 2, 30 - 43, 29.12.2018

Abstract

References

  • Awasthi A. Sayyadi, R. ve Khabbazian, (2017). A Combined Approach Integrating Gap Analysis, QFD And AHP For Improving Logistics Service Quality, International Journal of Logistics Systems and Management, Volume, 29, Issue, 2, 190-214.
  • Berkowitz, E. N.,Roger A. K. Steven, W. H. ve William, R. (1997). Marketing, Irwin McGraw-Hill, USA.
  • Bienstock, C,C. Mentzer, J. ve Bird, M. (1997). Measuring Physical Distribution Service Quality, J, Acad. Mark. Sci. 25, 31–44.
  • Bienstock, C, C. ve Royne, M,B. (2010). Technology Acceptance and Satisfaction with Logistics Services, The International Journal of Logistics Management, 1/2, 271-292.
  • Börühan, G. (2014). Elektronik Ticarette Siparişlerin Yerine Getirilmesinde Lojistik Hizmet Kalitesinin Müşteri Memnuniyetine Etkisi: Özel Alış Veriş Sitelerinde Uygulamalar, (Yayımlanmamış Doktora Tezi), İzmir:Yaşar Üniversitesi Soysal Bilimler Enstitüsü.
  • Collier, D,A. (1991). Evaluating Marketing and Operations Service Quality Information: A Preliminary Report, in: S.W. Brown E, Gummesson, B. Edvardsson, B. Gustavsson (eds.), service quality: multidisciplinary and multinational perspectives, LexingtonBooks, Lexington, 143–154.
  • Collier, J, E. ve Bienstock, C,C. (2006). Measuring Service Quality in E-Retailing, Journalof Service Research, 8/3, 260-275.
  • Davis,S, B. Mentzer,J,T. ve Stank, T. (2008). Creating Consumer Durable Retailer Customer Loyalty Through Order Fulfillment Service Operations, Journal of Operations Management, 26, 781-797.
  • Dodds, W,B. (2002). The Effect of Perceived and Objective Market Cues On Consumers’ Products Evaluation. Marketing Bulletin,13 (2), 1-14.
  • Elliot, R. ve Bailey, J,P. (2004). Physica Ldistibution Service Quality in Internet Retailing: Service Pricing, Transaction Attributes, and Firm Attributes, Journal of Operations Management, Sayı: 21,651-672.
  • Franceschini, F. ve Rafele, C. (2000). International Journal of Agile Management Systems, 2(1), 49-53.
  • Giovanis, A, N. Tomaras, P. ve Zondiros, D. (2013). Supplier Logistics Service Quality Performance and its Effecton Retailers’ Behavioral Intentions, Procedia- Social and Behavirol Sciences, 73, 302-309.
  • Grand D, B. ve Philipp, B. (2014). A Planned Study of The Impact of B2C Logistics Service Quality on Shopper Satisfaction and Loyalty, Market Innovation, 45-63.
  • Han, S.L. ve Baek, S. (2004). Antecedents and Consequences of Service Quality in Online Banking: An Application of The Servqual Instrument, Advances in Consumer Research,31 / 1, 208-214.
  • Ho, S.Z, Lai, D, O. Tiffaniy ,F, Fatt, L. ve Teh, T,Y. (2012). Singapore, Logistic Service Quality Among Courier Services in Malaysia, 2012 International Conference on Economics, Business Innovation, IPEDR, 38, IACSIT Press.
  • Gulc, A. (2017). Models and Methods of Measuring The Quality of Logistic Service, 7th International Conference on Engineering, Project, and Production Management,Procedia Engineering 182, 255 – 264.
  • Huang, Y. Yi-Wei, K,. ve Shi-Wei,X. (2009). Applying Importance –Performance Analysis To Evaluate Logistics Service Quality For Online Shopping Among Retailing Delivery ,International Journal of Electronic Business Management, 7/ 2,128-136.
  • Kayapınar, Ö. (2016). Lojistik Hizmet Kalitesi Ile Firma Performansı Arasındaki Ilişkide Lojistik Performansı Ve Teknoloji Düzeyinin Rolü, (Yayımlanmamış Doktora Tezi), Edirne: Trakya Üniversitesi Sosyal Bilimler Enstitüsü.
  • Kothandaraman, P. ve Wilson, D,T. (2000). The Future of Competition: Value-Creating Networks, Industrial Marketing Management, 30 (4), 379-389.
  • Kou, B. (2015). Analysis and Evaluation on Logistics Service Quality for Online Network Ecommerce, Instrumentataion and Measurementi, Computer, Communication and Control (IMCCC), 2015 Fifth International Conferance, 1987-1996.
  • Kusnierz, M,L. ve Teresa, G.(2014). Customer Satisfaction with the Quality of the Logistic Services, Scientific Journal of Logistics, 10/ 1,13-19.
  • Mentzer, J. Gomes, R. ve Krapfel, R,E. (1989). Physical Distribution Service: A Fundamental Marketing Concept, J. Acad. Mark. Sci. 17, 53–62.
  • Memiş, S. ve Cesur, Z. (2016). Algılanan Hizmet Kalitesi İle Marka Bağlılığı İlişkisi Şehirlerarası Yolcu Taşımacılığı Yapan Otobüs Firmaları Üzerine Bir Araştırma”, Cbü Sosyal Bilimler Dergisi, 14/2, 453-484. Mentzer J,T. Daniel J, F. ve Kent J, L. (1999). Developing A Logistics Service Quality Scale, Journal of Husmess Logistic, 20 (1), 9-32.
  • Mentzer, J, T. Daniel J, F. ve Hult,T,M. (2001). Logistics Service Quality As a Segment-Customized Process, Journal of Marketing, 35,82-104.
  • Micu, A. Aivaz, K. ve Capatina, A. (2013). Implications of Logistic Service Quality on the Satisfaction Level and Retention Rate of an E-Commerce Retailer’s Customers, Economic Computation and Economic Cybernetics Studies and Research, 47/ 2, 147-155.
  • Murfield, M. Boone, C. Rutner, P. ve Thomas, R. (2017). Investigating Logistics Service Quality in Omni-Channel Retailing, International Journal of Physical Distribution &Logistics Management, 47 / 4, 263-296.
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There are 41 citations in total.

Details

Primary Language Turkish
Journal Section Articles
Authors

Selçuk Korucuk This is me

Publication Date December 29, 2018
Submission Date October 17, 2018
Acceptance Date November 29, 2018
Published in Issue Year 2018 Volume: 11 Issue: 2

Cite

APA Korucuk, S. (2018). İMALAT İŞLETMELERİNDE LOJİSTİK HİZMET KALİTESİNİN İŞLETME VERİMLİLİĞİNE ETKİSİNİN LOJİSTİK REGRESYON ANALİZİ İLE BELİRLENMESİ: ERZİNCAN İLİ ÖRNEĞİ. Erzincan Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 11(2), 30-43.