Lojistikte Operasyon Süreçleri ve Müşteri Memnuniyeti: Denizcilik Sektörüne Yönelik Bir Araştırma

Abstract

Denizcilik sektörü, talebinin ticaretten kaynaklandığı bir hizmet sektörü olarak sınıflandırılmakta, uluslararasılaşma ve rekabetçilik ile karakterize edilmektedir. Müşteri memnuniyeti ise bu alandaki süreç yönetimiyle, uzun süreli ortaklıklarda ve sürdürülebilir işbirliklerinde etkili olmaktadır. Müşteri odaklılık ve müşteri memnuniyeti, operasyonel verimlilik ile birleştiğinde işletmelere büyük rekabet avantajı sağlamaktadır. Sektörde katma değer yaratan hizmetler, verilen hizmetlerde hız ve güvenilirlik müşteri memnuniyetini etkileyen unsurlar olarak öne çıkmaktadır. Bu çalışmada, lojistik sektöründe yer alan şirketlerin özellikle deniz taşımacılığı alanında gerçekleştirdikleri faaliyetlerde operasyon süreçleri ve işlemleri açıklanarak, bu şirketlerden lojistik hizmet satın alan müşterilerin tercih nedenlerini ve memnuniyetlerini belirlemek amaçlanmaktadır. Literatür taramasından elde edilen bilgiler doğrultusunda bir anket formu hazırlanarak, lojistik şirketlerinden hizmet satın alan farklı sektörlerde faaliyet gösteren müşteri şirketlere anket uygulanmıştır. Araştırmada, 2021 yılında 80 müşteri şirket üzerinden elde edilen veriler analiz edilmiştir. Değerlendirme sonucunda, lojistik şirketin müşteriler tarafından tercih edilmesinde zamanlama, maliyet ve işlem süreleri olduğu belirlenmiştir. Ayrıca sektörün uluslararası yapısından kaynaklanan ve süreçleri doğrudan etkileyen uluslararası standartlara uyum, güvenilirlik ve olumlu ilişkilerin sürdürülmesi tercihlerde öne çıkmaktadır. Lojistik şirketlerin, müşterilerine katma değerli ve alternatif hizmetler sunması, süreçlerin takibi ve müşterisini süreçler sırasında bilgilendirmesi de büyük önem taşımaktadır.

Keywords

• Lojistik
• Denizcilik
• Müşteri Memnuniyeti
• Müşteri Hizmetleri

The Operation Processes and Customer Satisfaction in Logistics: A Research on Maritime Sector

Abstract

The maritime sector is classified as a service sector, demand derives from trade, and is characterized by internationalization and competitiveness. Customer satisfaction, on the other hand, is effective in process management, long-term partnerships and sustainable collaborations in this area. Customer satisfaction and customer orientation, combined by operational efficiency, provide a great competitive advantage to businesses. In the sector, value-added services, quickness and reliability in the services provided stand out as factors affecting customer satisfaction. In this study, it is aimed to explain the operation processes of the companies in the logistics sector, especially maritime transportation, and to determine the preference reasons and satisfaction of the customers who purchase logistics services from these companies. A questionnaire was developed based on the information obtained from the literature review and this questionnaire was applied to customer companies in different sectors that purchase services from the logistics company. In the research, the data collected in 2021 from 80 customer companies were analyzed. As a result of the evaluation, it was determined that there are timing, costs and transit times in the preference of the logistics company by the customers. In addition, compliance with international standards, reliability and maintaining positive relations, which arise from the international structure of the sector and directly affecting the processes stands out in the preferences. It is of great importance for logistics companies to provide value-added and alternative services to their customers, to monitor the processes and to inform their customers during the processes.

Keywords

• Logistics
• Maritime
• Customer Satisfaction
• Customer Service

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