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LOJİSTİK HİZMET KALİTESİ BİLEŞENLERİNİN TEDARİKÇİ SEÇİM TERCİHLERİ ÜZERİNE ETKİSİ: HEPSIBURADA.COM SİTESİ MÜŞTERİ YORUMLARI İÇERİK ANALİZİ

Year 2024, Volume: 23 Issue: 90, 611 - 626, 16.04.2024
https://doi.org/10.17755/esosder.1363159

Abstract

Oyun kurallarını belirleyen en büyük aktör: “Tüketici”. Müşteri istek ve beklentilerini dikkate almadan arz edilen hiçbir mal veya hizmet ürününün piyasada tutunma şansının olmadığı net bir şekilde görülebiliyor. Klasik pazarlama anlayışının “Ne üretirsem onu satarım” şeklinde sloganlaşan yaklaşımı, tüketicilerin deneyimlerini rahatlıkla paylaştıkları modern iletişim dünyasında artık eskisi kadar rağbet görmemekte. Pandemi dönemiyle birlikte talep seviyesi dikkat çekici bir oranda artan internet alışverişlerine ait müşteri deneyimleri incelendiğinde, ürünlerin teknik özellikleri ve niteliklerinin yanısıra tedarikçilerle yaşanan olumlu veya olumsuz tecrübelere ait yorumların da önemli bir seviyede olduğu görülmekte. Bu çalışmada, müşteri istek ve beklentilerini karşılama düzeyi olarak ifade edebileceğimiz kalite kavramına ait önemli bir boyut olarak tanımlanan “Lojistik hizmet kalitesi” bileşenlerine ait tüketici yorumları üzerinden bir nitel içerik analizi yapmak ve ilgili alanda faaliyet gösteren işletmelere bir yol haritası oluşturmak amaçlanmaktadır. Çalışmada gerçekleştirilen sistematik literatür araştırması iki aşamalı planlanmış; ilk aşamada alanyazın içerisinde araştırma yapılan konuya ilişkin çalışmalarda kullanılan anahtar kelimelerin tercih sıklıkları ve ilişkileri bir bibliyometrik analiz ile belirlenmiş, sonraki aşamada ise bu belirlenen anahtar kelimelerin tüm veritabanlarında sistematik olarak taraması gerçekleştirilmiştir.

References

  • Addo, P. C., Akpatsa, S. K., Nukpe, P., Ohemeng, A. A. & Kulbo, N. B. (2022). Digital analytics approach to understanding short video advertising in digital marketing. Journal of Marketing Theory and Practice, 30(3), 405-420.
  • Alkusal, M. (2006). Dondurulmuş gıda sektöründe bütünleşik lojistik ilişkilerin lojistik hizmet kalitesine ve performansına etkisi. DEÜ Sosyal Bilimleri Enstitüsü Doktora Tezi, 13.
  • Bienstock, C. C. & Royne, M. B. (2010). Technology acceptance and satisfaction with logistics services. The International Journal of Logistics Management Vol. 21 No. 2, 271-292.
  • Bouzaabia, O., Allard, C. R. & Semeijn, J. (2013). Managing in‐store logistics: a fresh perspective on retail service. Journal of Service Management Vol. 24 No. 2, 112-129.
  • Canoz, Y. & Gündüz, Ş. (2022). Elektronik ticarette lojistik hizmet kalitesi müşteri tatmini ve müşteri sadakati bakımından ne denli önemli? . Uluslararası Yönetim İktisat ve İşletme Dergisi, 18(4), 1250-1269.
  • Chow, H. K., Choy, K. L., Lee, W. B. & Lam, T. C. (2007). A knowledge and analytical-based intelligent system for customising logistics management . International journal of information technology and management, 6(1), 40-62.
  • Çerri, S. (2012). The impact of the quality of logistics activities on customer commitment, loyalty and firm's performance. Journal of Advanced Research in Management (JARM), 3(06), 79-88.
  • Dhaigude, S. A. & Mohan, B. C. (2021). Logistics service quality in online shopping: A bibliometric analysis. Journal of Internet Commerce Vol. 22 No. 1, 1-32.
  • Do, Q. H., Kim, T. Y. & Wang, X. (2023). Effects of logistics service quality and price fairness on customer repurchase intention: The moderating role of cross-border e-commerce experiences. Journal of Retailing and Consumer Services, 70, 1-12.
  • Fernandes, D. W., Moori, R. G. & Filho, V. A. (2018). Logistic service quality as a mediator between logistics capabilities and customer satisfaction. Revista de Gestão, 25(4), 358-372.
  • Garver, M. S., Williams, Z. & LeMay, S. A. (2010). Measuring the importance of attributes in logistics research. The International Journal of Logistics Management Vol. 21 No. 1, 22-44.
  • Gaudenzi, B., Confente, I. & Russo, I. (2020). Logistics service quality and customer satisfaction in B2B relationships: a qualitative comparative analysis approach. The TQM Journal, 33(1), 125-140.
  • Gil Saura, I., Ruiz Molina, M. E. & Servera Frances, D. (2008). Logistic service quality and technology: a comparison between supplier–retailer and retailer–consumer relationships. The International Review of Retail, Distribution and Consumer Research, 18(5), 495-510.
  • Gil-Saura, I., Servera-Frances, D. & Fuentes-Blasco, M. (2010). Antecedents and consequences of logistics value: And empirical investigation in the Spanish market. Industrial Marketing Management, 39(3), 493-506.
  • Han, Y. & Xie, G. (2019). Determinants of customer perceived online shopping logistics service quality value: An empirical study from China. International Journal of Logistics Research and Applications, 22(6), 614-637.
  • Hartono, M., Santoso, A. & Prayogo, D. N. (2017). How Kansei Engineering, Kano and QFD can improve logistics services. International Journal of Technology, 8(6), 1070-1081.
  • İlhan, K. (2021). İnternet üzerinden alışverişlerde elektronik hizmet kalitesi ve lojistik hizmet kalitesinin müşteri memnuniyeti ve sadakatine etkisi. Journal of International Social Research, 14(80), 15-28.
  • Jang, H. M., Marlow, P. B. & Mitroussi, K. (2013). The effect of logistics service quality on customer loyalty through relationship quality in the container shipping context. Transportation Journal, 52(4), 493-521.
  • Jang, P., Kwon, O. K., & Kim, M. (2014). The role of logistics service quality in Long-Term partnership development with shippers. In Supply Chain Forum: An International Journal, 15(2), 82-108.
  • Karadeniz, M. & Işık, M. (2014). Lojistik hizmet kalitesi ile müşteri memnuniyeti ilişkisi: E-ticaret üzerine bir araştırma. İstanbul Journal of Social Sciences, Summer, 7, 1-24.
  • Kaswengi, J. & Lambey-Checchin, C. (2020). How logistics service quality and product quality matter in the retailer–customer relationship of food drive-throughs: The role of perceived convenience. International Journal of Physical Distribution & Logistics Management, 50(5), 535-555.
  • Lin, X., Mamun, A. A., Yang, Q. & Masukujjaman, M. (2023). Examining the effect of logistics service quality on customer satisfaction and re-use intention. PloS one, 18(5), 1-24.
  • Lin, Y., Luo, J., Cai, S., Ma, S. & Rong, K. (2016). Exploring the service quality in the e-commerce context: a triadic view. Industrial Management & Data Systems Vol. 116 No. 3, 388-415.
  • Ma, S. (2017). Fast or free shipping options in online and Omni-channel retail? The mediating role of uncertainty on satisfaction and purchase intentions. The International Journal of Logistics Management Vol. 28 No. 4, 1099-1122.
  • Masudin, I., Safitri, N. T., Restuputri, D. P., Wardana, R. W. & Amallynda, I. (2020). The effect of humanitarian logistics service quality to customer loyalty using Kansei engineering: Evidence from Indonesian logistics service providers. Cogent Business & Management, 7(1), 1826718, 1-30.
  • Mentzer, J. T., Myers, M. B. & Cheung, M. S. (2004). Global market segmentation for logistics services. Industrial marketing management, 33(1), 15-20.
  • Min, H. & Zhou, G. (2002). Supply chain modeling: past, present and future. Computers & industrial engineering, 43(1-2), 231-249.
  • Odintsova, T., Kocherjagnia, N., Gordashnikova, O. & Ryzhova, O. (2019). Formation of logistics services quality management model . Quality-Access to Success, 20(168), 21-27.
  • Otsetova, A. (2016). Validation of the logistics service quality scale in Bulgarian courier sector. Management & Education/Upravlenie i Obrazovanie, 12(2), 46-52.
  • Otsetova, A. (2017). Relationship between logistics service quality, customer satisfaction and loyalty ın courier services industry. Management & Education/Upravlenie i Obrazovanie, 13, 51-58.
  • Özgül, E., Börühan, G. & Tek, Ö. B. (2017). Özel alışveriş sitelerinde siparişlerin yerine getirilmesinde lojistik hizmet kalitesinin müşteri memnuniyetine etkisi. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 19(4), 629-664.
  • Prassida, G. F. & Hsu, P. Y. (2022). The harmonious role of channel integration and logistics service in omnichannel retailing: the case of IKEA. Journal of Retailing and Consumer Services, 68, 103030, 1-13. Rao, S., Goldsby, T. J., Griffis, S. E. & 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.
  • Restuputri, D. P., Indriani, T. R. & Masudin, I. (2021). The effect of logistic service quality on customer satisfaction and loyalty using Kansei engineering during the Covıd-19 pandemic. Cogent Business & Management, 8(1), 1906492, 1-35.
  • Russo, I., Confente, I., & Masorgo, N. (2019). E-logistics service quality in the digital era: key drivers for gaining customer satisfaction and loyalty. In The 7th International Research Symposium of The Society for Global Business and Economic Development, 14-23.
  • Samad, N. A., Muhamad, S. F., Zakaria, N. S., Bahari, N., & Ab Rahman, A. H. (2021). Determinant of Customer Satisfaction Towards Pos Laju Malaysia Services During Movement Control Order. Journal of Entrepreneurship and Business (JEB), 9(2), 97-108.
  • Sen, E. (2006). KOBİ’lerin Uluslararası Rekabet Güçlerini Artırmada Tedarik Zinciri Yönetiminin Önemi. Ankara: Dış Ticaret Müsteşarlığı - İhracatı Geliştirme Merkezi.
  • Servera-Frances, D., Arteaga-Moreno, F., Gil-Saura, I. & Gallarza, M. G. (2013). A multiblock PLS‐based algorithm applied to a causal model in marketing. Applied Stochastic Models in Business and Industry, 29(3), 241-253.
  • Sohn, J. I., Woo, S. H. & Kim, T. W. (2017). Assessment of logistics service quality using the Kano model in a logistics-triadic relationship. The International Journal of Logistics Management, 28(2), 680-698.
  • Sorkun, M. F., Yumurtacı Hüseyinoğlu, I. Ö. & Börühan, G. (2020). Omni-channel capability and customer satisfaction: mediating roles of flexibility and operational logistics service quality. International Journal of Retail & Distribution Management, 48(6). 629-648, 629-648.
  • Weber, C. A., Current, J. & Desai, A. (2000). An optimization approach to determining the number of vendors to employ. Supply Chain Management: An Internatioanl Journal, Vol. 5, Number 2,, 90-98.
  • Weli, A. N., Idris, S. & Yaakob, A. R. (2020). Level of satisfaction among industrial customers in relation to logistics service provider in Sabah. Global Business & Management Research, 12(4), 466-476.
  • Wu, J. & Dong, M. (2023). Research on customer satisfaction of pharmaceutical e-commerce logistics service under service encounter theory. Electronic Commerce Research and Applications, 58, 101246, 1-15.
  • Xiaojun, L., Ming, S. & Yuzhuo, L. (2023). Research on logistics service recommendation model and application under mobile cloud environment. Optik, 273, 170446, 1-11.

THE EFFECT OF LOGISTICS SERVICE QUALITY COMPONENTS ON SUPPLIER SELECTION PREFERENCES: CONTENT ANALYSIS OF CUSTOMER REVIEWS ON HEPSIBURADA.COM

Year 2024, Volume: 23 Issue: 90, 611 - 626, 16.04.2024
https://doi.org/10.17755/esosder.1363159

Abstract

The biggest actor that determines the rules of the game: "Consumer". It can be clearly seen that no good or service product offered without considering customer requests and expectations has a chance to hold on to the market. In the modern communication world, where consumers share their experiences easily, the sloganized of the classical marketing approach, "I sell what I produce", is no longer as popular as it used to be. When the customer experiences of internet shopping, the demand level of which has increased at a remarkable rate with the pandemic, are examined, it is seen that the comments regarding the positive or negative experiences with the suppliers are at a significant level, as well as the technical features and qualities of the products. This study aims to make a qualitative content analysis and to create a roadmap for businesses operating in the relevant fields, based on consumer comments on the "Logistics service quality" components, which is defined as an important dimension of the concept of quality, which we can express as the level of meeting customer demands and expectations. The systematic literature research carried out in the study was planned in two stages. In the first stage, the frequency of preference and relations of the keywords used in the studies on the subject of the research in the literature were determined by a bibliometric analysis, and in the next stage, these determined keywords were systematically scanned in all databases.

References

  • Addo, P. C., Akpatsa, S. K., Nukpe, P., Ohemeng, A. A. & Kulbo, N. B. (2022). Digital analytics approach to understanding short video advertising in digital marketing. Journal of Marketing Theory and Practice, 30(3), 405-420.
  • Alkusal, M. (2006). Dondurulmuş gıda sektöründe bütünleşik lojistik ilişkilerin lojistik hizmet kalitesine ve performansına etkisi. DEÜ Sosyal Bilimleri Enstitüsü Doktora Tezi, 13.
  • Bienstock, C. C. & Royne, M. B. (2010). Technology acceptance and satisfaction with logistics services. The International Journal of Logistics Management Vol. 21 No. 2, 271-292.
  • Bouzaabia, O., Allard, C. R. & Semeijn, J. (2013). Managing in‐store logistics: a fresh perspective on retail service. Journal of Service Management Vol. 24 No. 2, 112-129.
  • Canoz, Y. & Gündüz, Ş. (2022). Elektronik ticarette lojistik hizmet kalitesi müşteri tatmini ve müşteri sadakati bakımından ne denli önemli? . Uluslararası Yönetim İktisat ve İşletme Dergisi, 18(4), 1250-1269.
  • Chow, H. K., Choy, K. L., Lee, W. B. & Lam, T. C. (2007). A knowledge and analytical-based intelligent system for customising logistics management . International journal of information technology and management, 6(1), 40-62.
  • Çerri, S. (2012). The impact of the quality of logistics activities on customer commitment, loyalty and firm's performance. Journal of Advanced Research in Management (JARM), 3(06), 79-88.
  • Dhaigude, S. A. & Mohan, B. C. (2021). Logistics service quality in online shopping: A bibliometric analysis. Journal of Internet Commerce Vol. 22 No. 1, 1-32.
  • Do, Q. H., Kim, T. Y. & Wang, X. (2023). Effects of logistics service quality and price fairness on customer repurchase intention: The moderating role of cross-border e-commerce experiences. Journal of Retailing and Consumer Services, 70, 1-12.
  • Fernandes, D. W., Moori, R. G. & Filho, V. A. (2018). Logistic service quality as a mediator between logistics capabilities and customer satisfaction. Revista de Gestão, 25(4), 358-372.
  • Garver, M. S., Williams, Z. & LeMay, S. A. (2010). Measuring the importance of attributes in logistics research. The International Journal of Logistics Management Vol. 21 No. 1, 22-44.
  • Gaudenzi, B., Confente, I. & Russo, I. (2020). Logistics service quality and customer satisfaction in B2B relationships: a qualitative comparative analysis approach. The TQM Journal, 33(1), 125-140.
  • Gil Saura, I., Ruiz Molina, M. E. & Servera Frances, D. (2008). Logistic service quality and technology: a comparison between supplier–retailer and retailer–consumer relationships. The International Review of Retail, Distribution and Consumer Research, 18(5), 495-510.
  • Gil-Saura, I., Servera-Frances, D. & Fuentes-Blasco, M. (2010). Antecedents and consequences of logistics value: And empirical investigation in the Spanish market. Industrial Marketing Management, 39(3), 493-506.
  • Han, Y. & Xie, G. (2019). Determinants of customer perceived online shopping logistics service quality value: An empirical study from China. International Journal of Logistics Research and Applications, 22(6), 614-637.
  • Hartono, M., Santoso, A. & Prayogo, D. N. (2017). How Kansei Engineering, Kano and QFD can improve logistics services. International Journal of Technology, 8(6), 1070-1081.
  • İlhan, K. (2021). İnternet üzerinden alışverişlerde elektronik hizmet kalitesi ve lojistik hizmet kalitesinin müşteri memnuniyeti ve sadakatine etkisi. Journal of International Social Research, 14(80), 15-28.
  • Jang, H. M., Marlow, P. B. & Mitroussi, K. (2013). The effect of logistics service quality on customer loyalty through relationship quality in the container shipping context. Transportation Journal, 52(4), 493-521.
  • Jang, P., Kwon, O. K., & Kim, M. (2014). The role of logistics service quality in Long-Term partnership development with shippers. In Supply Chain Forum: An International Journal, 15(2), 82-108.
  • Karadeniz, M. & Işık, M. (2014). Lojistik hizmet kalitesi ile müşteri memnuniyeti ilişkisi: E-ticaret üzerine bir araştırma. İstanbul Journal of Social Sciences, Summer, 7, 1-24.
  • Kaswengi, J. & Lambey-Checchin, C. (2020). How logistics service quality and product quality matter in the retailer–customer relationship of food drive-throughs: The role of perceived convenience. International Journal of Physical Distribution & Logistics Management, 50(5), 535-555.
  • Lin, X., Mamun, A. A., Yang, Q. & Masukujjaman, M. (2023). Examining the effect of logistics service quality on customer satisfaction and re-use intention. PloS one, 18(5), 1-24.
  • Lin, Y., Luo, J., Cai, S., Ma, S. & Rong, K. (2016). Exploring the service quality in the e-commerce context: a triadic view. Industrial Management & Data Systems Vol. 116 No. 3, 388-415.
  • Ma, S. (2017). Fast or free shipping options in online and Omni-channel retail? The mediating role of uncertainty on satisfaction and purchase intentions. The International Journal of Logistics Management Vol. 28 No. 4, 1099-1122.
  • Masudin, I., Safitri, N. T., Restuputri, D. P., Wardana, R. W. & Amallynda, I. (2020). The effect of humanitarian logistics service quality to customer loyalty using Kansei engineering: Evidence from Indonesian logistics service providers. Cogent Business & Management, 7(1), 1826718, 1-30.
  • Mentzer, J. T., Myers, M. B. & Cheung, M. S. (2004). Global market segmentation for logistics services. Industrial marketing management, 33(1), 15-20.
  • Min, H. & Zhou, G. (2002). Supply chain modeling: past, present and future. Computers & industrial engineering, 43(1-2), 231-249.
  • Odintsova, T., Kocherjagnia, N., Gordashnikova, O. & Ryzhova, O. (2019). Formation of logistics services quality management model . Quality-Access to Success, 20(168), 21-27.
  • Otsetova, A. (2016). Validation of the logistics service quality scale in Bulgarian courier sector. Management & Education/Upravlenie i Obrazovanie, 12(2), 46-52.
  • Otsetova, A. (2017). Relationship between logistics service quality, customer satisfaction and loyalty ın courier services industry. Management & Education/Upravlenie i Obrazovanie, 13, 51-58.
  • Özgül, E., Börühan, G. & Tek, Ö. B. (2017). Özel alışveriş sitelerinde siparişlerin yerine getirilmesinde lojistik hizmet kalitesinin müşteri memnuniyetine etkisi. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 19(4), 629-664.
  • Prassida, G. F. & Hsu, P. Y. (2022). The harmonious role of channel integration and logistics service in omnichannel retailing: the case of IKEA. Journal of Retailing and Consumer Services, 68, 103030, 1-13. Rao, S., Goldsby, T. J., Griffis, S. E. & 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.
  • Restuputri, D. P., Indriani, T. R. & Masudin, I. (2021). The effect of logistic service quality on customer satisfaction and loyalty using Kansei engineering during the Covıd-19 pandemic. Cogent Business & Management, 8(1), 1906492, 1-35.
  • Russo, I., Confente, I., & Masorgo, N. (2019). E-logistics service quality in the digital era: key drivers for gaining customer satisfaction and loyalty. In The 7th International Research Symposium of The Society for Global Business and Economic Development, 14-23.
  • Samad, N. A., Muhamad, S. F., Zakaria, N. S., Bahari, N., & Ab Rahman, A. H. (2021). Determinant of Customer Satisfaction Towards Pos Laju Malaysia Services During Movement Control Order. Journal of Entrepreneurship and Business (JEB), 9(2), 97-108.
  • Sen, E. (2006). KOBİ’lerin Uluslararası Rekabet Güçlerini Artırmada Tedarik Zinciri Yönetiminin Önemi. Ankara: Dış Ticaret Müsteşarlığı - İhracatı Geliştirme Merkezi.
  • Servera-Frances, D., Arteaga-Moreno, F., Gil-Saura, I. & Gallarza, M. G. (2013). A multiblock PLS‐based algorithm applied to a causal model in marketing. Applied Stochastic Models in Business and Industry, 29(3), 241-253.
  • Sohn, J. I., Woo, S. H. & Kim, T. W. (2017). Assessment of logistics service quality using the Kano model in a logistics-triadic relationship. The International Journal of Logistics Management, 28(2), 680-698.
  • Sorkun, M. F., Yumurtacı Hüseyinoğlu, I. Ö. & Börühan, G. (2020). Omni-channel capability and customer satisfaction: mediating roles of flexibility and operational logistics service quality. International Journal of Retail & Distribution Management, 48(6). 629-648, 629-648.
  • Weber, C. A., Current, J. & Desai, A. (2000). An optimization approach to determining the number of vendors to employ. Supply Chain Management: An Internatioanl Journal, Vol. 5, Number 2,, 90-98.
  • Weli, A. N., Idris, S. & Yaakob, A. R. (2020). Level of satisfaction among industrial customers in relation to logistics service provider in Sabah. Global Business & Management Research, 12(4), 466-476.
  • Wu, J. & Dong, M. (2023). Research on customer satisfaction of pharmaceutical e-commerce logistics service under service encounter theory. Electronic Commerce Research and Applications, 58, 101246, 1-15.
  • Xiaojun, L., Ming, S. & Yuzhuo, L. (2023). Research on logistics service recommendation model and application under mobile cloud environment. Optik, 273, 170446, 1-11.
There are 43 citations in total.

Details

Primary Language Turkish
Subjects Business Administration, Digital Marketing, Service Marketing, Customer Relationship Management, Marketing Communications, Consumer Behaviour, Consumer-Oriented Product or Service Development, Product and Brand Management
Journal Section Research Article
Authors

Kadir Kaan Göncü 0000-0002-4810-6336

Early Pub Date March 26, 2024
Publication Date April 16, 2024
Submission Date September 19, 2023
Published in Issue Year 2024 Volume: 23 Issue: 90

Cite

APA Göncü, K. K. (2024). LOJİSTİK HİZMET KALİTESİ BİLEŞENLERİNİN TEDARİKÇİ SEÇİM TERCİHLERİ ÜZERİNE ETKİSİ: HEPSIBURADA.COM SİTESİ MÜŞTERİ YORUMLARI İÇERİK ANALİZİ. Elektronik Sosyal Bilimler Dergisi, 23(90), 611-626. https://doi.org/10.17755/esosder.1363159

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