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LOJİSTİK HİZMET KALİTESİ İLE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ: E-TİCARET ÜZERİNE BİR ARAŞTIRMA

Year 2014, Issue: 7 - İstanbul Sosyal Bilimler Dergisi, 1 - 24, 03.02.2016

Abstract

Son yıllarda internet erişimi ve akıllı telefon kullanımındaki artışa paralel olarak e-ticaret ülkemizde giderek yaygın hale gelmektedir. Bu çalışmada lojistik hizmet kalitesinin müşteri memnuniyeti üzerindeki etkisi ile demografik değişkenlerin lojistik hizmet kalitesi boyutları ve müşteri memnuniyeti algılamalarında farklılık oluşturup oluşturmadığı incelenmiştir. Çalışmada 397 katılımcıdan toplanan veriler ve araştırma hipotezleri SPSS (Statistical Package for Social Science) paket programı kullanılarak faktör analizi, t-testi, ANOVA testi ve regresyon analizi ile test edilmiştir. Müşterilerin lojistik hizmet kalitesi algıları zamanındalık, sipariş kalitesi, bilgi kalitesi ve cevap verebilirlik olarak ölçülmüştür. Regresyon analizi lojistik hizmet kalitesinin tüm boyutlarının müşteri memnuniyeti üzerinde etkili olduğunu göstermektedir. Ayrıca zamanındalık ve sipariş kalitesi boyutlarının memnuniyette öncelik taşıdığı görülmüştür.

References

  • ALTUNIŞIK, Remzi; COŞKUN, Recai; BAYRAKTAROĞLU, Serkan ve YILDIRIM, Engin; (2007), Sosyal Bilimlerde Araştırma Yöntemleri, 5.Baskı, Sakarya:Sakarya Yayıncılık.
  • BERKOWITZ, Eric; KERIN, Roger; HARTLEY, W. and RUDELIUS, William; (2000), Marketing, 6.Edition, Mcgraw Hill.
  • BARNES, Stuart J. and VIDGEN, Richard T; (2002), “An Integrative Approach to the Assessment of E-Commerce Quality”, Journal of Electronic Commerce Research, Vol.3 No.3, pp.114-127.
  • BOLTON, Ruth N. and DREW, James H.; (1991), “A Multistage Model of Consumer Feelings And Purchase Likelihood, Psychology and Marketing, Vol.9, pp.347–363.
  • CACERES, Ruben Chumpitaz and PAPAROIDAMIS, Nicholas G.; (2007), “Service Quality, Relationship Satisfaction, Trust, Commitment and Business-To-Business Loyalty”, European Journal of Marketing, 41 (7/8), p.836–867.
  • DOUGLAS, Hoffman and BATESON, John E.G.; (1997), Essential of Services Marketing, The Dryden Pres,USA.
  • GORLA, Narasimhaiah; SOMERS, Toni M. and WONG, Betty; (2010), “Organizational Impact of System Quality, Information Quality and Service Quality”, Journal of Strategic Information Systems, Vol.19, pp.207–228.
  • GRONROOS, Christian; (1990), Service Management and Marketing: Managing The Moments Of Truth In Service Competition, Lexington Books, Lexington:Massachusetts.
  • GRONROOS, Christian; (1984), “A Service Quality Model and Its Marketing Implications”, European Journal of Marketing, 18(4), pp.36- 44.
  • HAIR, Joseph F.; ANDERSON, Rolph E.; BLACK, William C. and BABIN Barry, (2009), Multivariate Data Analysis, 5th edition, Prentice Hall.
  • HAN, Sang-Lin and BAEK Seung; (2004), “Antecedents and Consequences of Service Quality in Online Banking: An Application of the SERVQUAL Instrument”, Advances in Consumer Research, 31 (1), pp.208-214.
  • HO, Jessica Sze Yin; TEIK, Derek Ong Lai; TIFFANY, Felicia; KOK, Loong Fatt and TEH, Tat Yang; (2012), Logistic Service Quality Among Courier Services in Malaysia, International Conference on Economics, Business Innovation IPEDR, Vol.38., pp.113-117. (İnternet adresi: http://www.ipedr.com/vol38/023-ICEBI2012-A10013.pdf)
  • HOFFMAN, K.Douglas and BATESON, John E; (1997), Essential of Service Marketing, The Dryden Press, USA.
  • İSLAMOĞLU, A.Hamdi; CANDAN, Burcu; HACIEFENDİOĞLU, Şenol ve AYDIN, Kenan; (2006), Hizmet Pazarlaması, İstanbul: Beta Yayınları.
  • JAISWAL Anand K.; (2008) Customer Satisfaction And Service Quality Measurement In Indian Call Centres, Managing Service Quality, 18 (4), pp.405–416.
  • KALAYCI, Şeref; (2010), SPSS Uygulamalı Çok Değişkenli İstatistik Teknikleri, 5.Baskı, Ankara: Asil Yayın Dağıtım.
  • KLEINBAUM, David G.; KUPPER, Lawrance; MULLER Keith E. and NIZAM Azhar; (1998), Applied Regression Analysis and Other Multivariable Methods, Third Edition, Duzbury Press, Pacific Grover.
  • KOTLER, Philip; (1997), Marketing Management; Analysis, Planning, Implementation and Control, New Jersey:Prentice Hall.
  • LOCIACONO, Eleanor; WATSON, Richard T. and GOODHUE, Dale; (2000), “WebQual: A Web Site Quality Instrument,” Working Paper, Worcester:Polytechnic Institute.
  • MENTZER, John T.; DANIEL, J. Flini and KENT, John L.; (1999), “Developing A Logistics Service Quality Scale” Journal of Husmess Logistics, 20(1), pp.9-32.
  • MENTZER, John T.; DANIEL, J. Flini and HULT Tomas M.; (2001), “Logistic Service Quality As A Segment-Customised Process”, Journal of Marketing, 64(4), pp.82-104.
  • NAKIBOĞLU, M.A.B.; (2008), “Hizmet İşletmelerindeki İlişkisel Pazarlama Uygulamalarının Müşteri Bağlılığı Üzerindeki Etkileri”, Yayınlanmamış Doktora Tezi, Adana: Çukurova Üniversitesi.
  • OLIVER, Richard L.; (1997), Satisfaction: A Behavioral Perspective On The Consumer, New York: McGraw-Hill.
  • ÖZTÜRK, Sevgi Ayşe; (2005), Hizmet Pazarlaması, 5.Baskı, Bursa:Ekin Kitapevi.
  • ÖZER, P. S. ve Özdemir P. Ö., (2007), “Hizmet Kavramı, Ekonomideki Yeri, Tanımı ve Özellikleri”, iç. Şeref Gümüşoğlu (Ed.), İ. Pırnar, P. Akan ve A. Akbaba, Hizmet Kalitesi, Kavramlar, Yaklaşımlar ve Uygulamalar, Ankara:Detay Yayıncılık, ss.2-28.
  • PARASURAMAN, A.; ZEITHAML Valarie A. and BERRY Leonard L.; (1985), “A Conceptual Model of Service Quality and Implications for Further Research”, Journal Of Marketing, Vol.49, pp.41-50.
  • PARASURAMAN, A.; ZEITHAML Valarie A. and BERRY Leonard L.; (1988), “Servqual: A Multiple Item Scale For Measuring Consumer Perceptions Of Service Quality”, Journal of Retailing, 64(1), pp.12-40.
  • PARASURAMAN, A.; ZEITHAML Valarie A. and BERRY Leonard L.; (1991), “Refinement and Reassessment of the SERVQUAL Scale”, Journal of Retailing, 67(4), pp.420-450.
  • PARASURAMAN, A.; ZEITHAML Valarie A. and MALHOTRA Arvind; (2005), “E-SQUAL: A Multiple-Item Scale For Assessing Electronic Service Quality,” Journal of Service Research, 7 (3), pp.213-33.
  • ROSS, Glenn F.; (1994), “Service Quality Ideals Among Hospitality Industry Employees”, Tourism Management, 15(4), pp.273-280.
  • RUST Roland T. and Oliver Richard L.; (1994), “Service Quality: Insights and Managerial Implications From The Frontier, in Roland T. RUST and Richard L. Oliver (Ed.), Service Quality: New Directions In Theory And Practice, Thousand Oaks, CA: Sage Publications, pp.1–20.
  • SAURA, Iren G.;FRACES David Servera; CONTRI, Gloria Berenguer and BLASCO, Maria Fuentes; (2008), Logistic Service Quality: A New Way to Loyalty, Industrial Management and Data Systems, 108(5), pp.650-668.
  • TAYLOR, S.A. and BAKER, T.L.; (1994), “An Assessment of The Relationship Between Service Quality and Customer Satisfaction in The Formation Of Consumers’ Purchase Intentions, Journal of Retailing, 70(2), pp.163–178.
  • WELLS, William D. and PRENSKY, David; (2000), Consumer Behavior, John Wiley&Sons Inc.,New York, pp.185-190.
  • WOLFINBARGER, Mary F. and GILLY, Mary C.; (2003), “.comQ: Dimensionalizing, Measuring and Predicting Quality Of The E-tail Experience,” Working Paper No:02-100, Marketing Science Institute, Cambridge MA.
  • YOO, Boonghee and NAVEEN, Donthu; (2001), “Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (Sitequal),” Quarterly Journal of Electronic Commerce, 2(1), pp.31- 46.
  • ZEITHAML, Valarie A., PARASURAMAN, A. and MALHOTRA Arvind; (2002), Service Quality Delivery Through Web Sites: A Critical Review of Extant, Academy of Marketing Science, 30(4), pp.362-375.

LOGISTIC SERVICE QUALITY AND CUSTOMER SATISFACTION RELATIONSHIP: A RESEARCH ON E-COMMERCE

Year 2014, Issue: 7 - İstanbul Sosyal Bilimler Dergisi, 1 - 24, 03.02.2016

Abstract

B2C e-commerce market has become widespread in our country in associated with the increase of internet penetration and smart phones usage over the past few years. In this study, logistic service quality and its impact on satisfaction were examined through a research on e-commerce. Research hypotheses are tested with ANOVA, t-test, and regression analysis through SPSS software on data provided from 397 participants. Logistics service quality perceptions were measured in four factors which are timeliness, quality of order, quality of information and responsiveness. Regression analysis indicated that all dimensions of logistic service quality has an impact on customer satisfaction. Besides it is also understood that timeliness and quality of order dimensions take customers’ priority on satisfaction.

References

  • ALTUNIŞIK, Remzi; COŞKUN, Recai; BAYRAKTAROĞLU, Serkan ve YILDIRIM, Engin; (2007), Sosyal Bilimlerde Araştırma Yöntemleri, 5.Baskı, Sakarya:Sakarya Yayıncılık.
  • BERKOWITZ, Eric; KERIN, Roger; HARTLEY, W. and RUDELIUS, William; (2000), Marketing, 6.Edition, Mcgraw Hill.
  • BARNES, Stuart J. and VIDGEN, Richard T; (2002), “An Integrative Approach to the Assessment of E-Commerce Quality”, Journal of Electronic Commerce Research, Vol.3 No.3, pp.114-127.
  • BOLTON, Ruth N. and DREW, James H.; (1991), “A Multistage Model of Consumer Feelings And Purchase Likelihood, Psychology and Marketing, Vol.9, pp.347–363.
  • CACERES, Ruben Chumpitaz and PAPAROIDAMIS, Nicholas G.; (2007), “Service Quality, Relationship Satisfaction, Trust, Commitment and Business-To-Business Loyalty”, European Journal of Marketing, 41 (7/8), p.836–867.
  • DOUGLAS, Hoffman and BATESON, John E.G.; (1997), Essential of Services Marketing, The Dryden Pres,USA.
  • GORLA, Narasimhaiah; SOMERS, Toni M. and WONG, Betty; (2010), “Organizational Impact of System Quality, Information Quality and Service Quality”, Journal of Strategic Information Systems, Vol.19, pp.207–228.
  • GRONROOS, Christian; (1990), Service Management and Marketing: Managing The Moments Of Truth In Service Competition, Lexington Books, Lexington:Massachusetts.
  • GRONROOS, Christian; (1984), “A Service Quality Model and Its Marketing Implications”, European Journal of Marketing, 18(4), pp.36- 44.
  • HAIR, Joseph F.; ANDERSON, Rolph E.; BLACK, William C. and BABIN Barry, (2009), Multivariate Data Analysis, 5th edition, Prentice Hall.
  • HAN, Sang-Lin and BAEK Seung; (2004), “Antecedents and Consequences of Service Quality in Online Banking: An Application of the SERVQUAL Instrument”, Advances in Consumer Research, 31 (1), pp.208-214.
  • HO, Jessica Sze Yin; TEIK, Derek Ong Lai; TIFFANY, Felicia; KOK, Loong Fatt and TEH, Tat Yang; (2012), Logistic Service Quality Among Courier Services in Malaysia, International Conference on Economics, Business Innovation IPEDR, Vol.38., pp.113-117. (İnternet adresi: http://www.ipedr.com/vol38/023-ICEBI2012-A10013.pdf)
  • HOFFMAN, K.Douglas and BATESON, John E; (1997), Essential of Service Marketing, The Dryden Press, USA.
  • İSLAMOĞLU, A.Hamdi; CANDAN, Burcu; HACIEFENDİOĞLU, Şenol ve AYDIN, Kenan; (2006), Hizmet Pazarlaması, İstanbul: Beta Yayınları.
  • JAISWAL Anand K.; (2008) Customer Satisfaction And Service Quality Measurement In Indian Call Centres, Managing Service Quality, 18 (4), pp.405–416.
  • KALAYCI, Şeref; (2010), SPSS Uygulamalı Çok Değişkenli İstatistik Teknikleri, 5.Baskı, Ankara: Asil Yayın Dağıtım.
  • KLEINBAUM, David G.; KUPPER, Lawrance; MULLER Keith E. and NIZAM Azhar; (1998), Applied Regression Analysis and Other Multivariable Methods, Third Edition, Duzbury Press, Pacific Grover.
  • KOTLER, Philip; (1997), Marketing Management; Analysis, Planning, Implementation and Control, New Jersey:Prentice Hall.
  • LOCIACONO, Eleanor; WATSON, Richard T. and GOODHUE, Dale; (2000), “WebQual: A Web Site Quality Instrument,” Working Paper, Worcester:Polytechnic Institute.
  • MENTZER, John T.; DANIEL, J. Flini and KENT, John L.; (1999), “Developing A Logistics Service Quality Scale” Journal of Husmess Logistics, 20(1), pp.9-32.
  • MENTZER, John T.; DANIEL, J. Flini and HULT Tomas M.; (2001), “Logistic Service Quality As A Segment-Customised Process”, Journal of Marketing, 64(4), pp.82-104.
  • NAKIBOĞLU, M.A.B.; (2008), “Hizmet İşletmelerindeki İlişkisel Pazarlama Uygulamalarının Müşteri Bağlılığı Üzerindeki Etkileri”, Yayınlanmamış Doktora Tezi, Adana: Çukurova Üniversitesi.
  • OLIVER, Richard L.; (1997), Satisfaction: A Behavioral Perspective On The Consumer, New York: McGraw-Hill.
  • ÖZTÜRK, Sevgi Ayşe; (2005), Hizmet Pazarlaması, 5.Baskı, Bursa:Ekin Kitapevi.
  • ÖZER, P. S. ve Özdemir P. Ö., (2007), “Hizmet Kavramı, Ekonomideki Yeri, Tanımı ve Özellikleri”, iç. Şeref Gümüşoğlu (Ed.), İ. Pırnar, P. Akan ve A. Akbaba, Hizmet Kalitesi, Kavramlar, Yaklaşımlar ve Uygulamalar, Ankara:Detay Yayıncılık, ss.2-28.
  • PARASURAMAN, A.; ZEITHAML Valarie A. and BERRY Leonard L.; (1985), “A Conceptual Model of Service Quality and Implications for Further Research”, Journal Of Marketing, Vol.49, pp.41-50.
  • PARASURAMAN, A.; ZEITHAML Valarie A. and BERRY Leonard L.; (1988), “Servqual: A Multiple Item Scale For Measuring Consumer Perceptions Of Service Quality”, Journal of Retailing, 64(1), pp.12-40.
  • PARASURAMAN, A.; ZEITHAML Valarie A. and BERRY Leonard L.; (1991), “Refinement and Reassessment of the SERVQUAL Scale”, Journal of Retailing, 67(4), pp.420-450.
  • PARASURAMAN, A.; ZEITHAML Valarie A. and MALHOTRA Arvind; (2005), “E-SQUAL: A Multiple-Item Scale For Assessing Electronic Service Quality,” Journal of Service Research, 7 (3), pp.213-33.
  • ROSS, Glenn F.; (1994), “Service Quality Ideals Among Hospitality Industry Employees”, Tourism Management, 15(4), pp.273-280.
  • RUST Roland T. and Oliver Richard L.; (1994), “Service Quality: Insights and Managerial Implications From The Frontier, in Roland T. RUST and Richard L. Oliver (Ed.), Service Quality: New Directions In Theory And Practice, Thousand Oaks, CA: Sage Publications, pp.1–20.
  • SAURA, Iren G.;FRACES David Servera; CONTRI, Gloria Berenguer and BLASCO, Maria Fuentes; (2008), Logistic Service Quality: A New Way to Loyalty, Industrial Management and Data Systems, 108(5), pp.650-668.
  • TAYLOR, S.A. and BAKER, T.L.; (1994), “An Assessment of The Relationship Between Service Quality and Customer Satisfaction in The Formation Of Consumers’ Purchase Intentions, Journal of Retailing, 70(2), pp.163–178.
  • WELLS, William D. and PRENSKY, David; (2000), Consumer Behavior, John Wiley&Sons Inc.,New York, pp.185-190.
  • WOLFINBARGER, Mary F. and GILLY, Mary C.; (2003), “.comQ: Dimensionalizing, Measuring and Predicting Quality Of The E-tail Experience,” Working Paper No:02-100, Marketing Science Institute, Cambridge MA.
  • YOO, Boonghee and NAVEEN, Donthu; (2001), “Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (Sitequal),” Quarterly Journal of Electronic Commerce, 2(1), pp.31- 46.
  • ZEITHAML, Valarie A., PARASURAMAN, A. and MALHOTRA Arvind; (2002), Service Quality Delivery Through Web Sites: A Critical Review of Extant, Academy of Marketing Science, 30(4), pp.362-375.
There are 37 citations in total.

Details

Other ID JA24CF58TP
Journal Section Articles
Authors

Mustafa Karadeniz

Muhittin Işık This is me

Publication Date February 3, 2016
Published in Issue Year 2014 Issue: 7 - İstanbul Sosyal Bilimler Dergisi

Cite

APA Karadeniz, M., & Işık, M. (2016). LOJİSTİK HİZMET KALİTESİ İLE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ: E-TİCARET ÜZERİNE BİR ARAŞTIRMA. İstanbul Sosyal Bilimler Dergisi(7), 1-24.
AMA Karadeniz M, Işık M. LOJİSTİK HİZMET KALİTESİ İLE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ: E-TİCARET ÜZERİNE BİR ARAŞTIRMA. İstanbul Sosyal Bilimler Dergisi. May 2016;(7):1-24.
Chicago Karadeniz, Mustafa, and Muhittin Işık. “LOJİSTİK HİZMET KALİTESİ İLE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ: E-TİCARET ÜZERİNE BİR ARAŞTIRMA”. İstanbul Sosyal Bilimler Dergisi, no. 7 (May 2016): 1-24.
EndNote Karadeniz M, Işık M (May 1, 2016) LOJİSTİK HİZMET KALİTESİ İLE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ: E-TİCARET ÜZERİNE BİR ARAŞTIRMA. İstanbul Sosyal Bilimler Dergisi 7 1–24.
IEEE M. Karadeniz and M. Işık, “LOJİSTİK HİZMET KALİTESİ İLE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ: E-TİCARET ÜZERİNE BİR ARAŞTIRMA”, İstanbul Sosyal Bilimler Dergisi, no. 7, pp. 1–24, May 2016.
ISNAD Karadeniz, Mustafa - Işık, Muhittin. “LOJİSTİK HİZMET KALİTESİ İLE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ: E-TİCARET ÜZERİNE BİR ARAŞTIRMA”. İstanbul Sosyal Bilimler Dergisi 7 (May 2016), 1-24.
JAMA Karadeniz M, Işık M. LOJİSTİK HİZMET KALİTESİ İLE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ: E-TİCARET ÜZERİNE BİR ARAŞTIRMA. İstanbul Sosyal Bilimler Dergisi. 2016;:1–24.
MLA Karadeniz, Mustafa and Muhittin Işık. “LOJİSTİK HİZMET KALİTESİ İLE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ: E-TİCARET ÜZERİNE BİR ARAŞTIRMA”. İstanbul Sosyal Bilimler Dergisi, no. 7, 2016, pp. 1-24.
Vancouver Karadeniz M, Işık M. LOJİSTİK HİZMET KALİTESİ İLE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ: E-TİCARET ÜZERİNE BİR ARAŞTIRMA. İstanbul Sosyal Bilimler Dergisi. 2016(7):1-24.