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Factors That Impact the Logistics Service Performance in Online Marketplaces

Yıl 2019, Cilt: 14 Sayı: 54, 152 - 167, 30.04.2019
https://doi.org/10.19168/jyasar.492426

Öz

This study aims to reveal factors that impact the logistics service performance of sellers in online marketplaces. The convenience of online shopping is changing the shopping habits and steering consumers towards online channels. This situation compels retailing firms to be visible online. However, unlike big retailing firms, smaller firms (especially SMEs) find it very difficult to sell their products on their proprietary websites due to high marketing, technical, and marketing costs. For this reason, many of them choose to sell their products in online marketplaces, but price-based competition among sellers in these marketplaces increases the importance of logistics service performance for competitiveness. Therefore, there is a need to reveal factors that impact the sellers’ logistics service performance in online marketplaces. To this end, this study examines the sellers on a Turkish online shopping site GittiGidiyor, using a multi-group structural equational modelling. As a result of this examination, the factors found to affect logistics service performance are as follows: i) the number of different product categories offered by sellers, ii) selling items within particular product categories,  iii) the 3PL company choice, iv) free shipping policy, v) the city from which products are shipped. These findings provide both theoretical and managerial insights. They not only enhance the understanding on the determinants of logistics service quality in an online marketplace context, but also provide guidance to e-tailers in elevating their logistics service performance in online marketplaces.

Kaynakça

  • Ailawadi, Kusum L. and Paul W. Farris. 2017. “Managing multi-and omni-channel distribution: metrics and research directions.” Journal of retailing 93(1): 120-135.
  • Bouzaabia, Rym, Olfa Bouzaabia and Capatina Alexandru. 2013. “Retail Logistics service quality: a cross-cultural survey on customer perceptions.” International Journal of Retail & Distribution Management 41(8): 627-647.
  • Boyer, Kenneth K., Andrea M. Prud'homme and Wenming Chung. 2009. “The last mile challenge: evaluating the effects of customer density and delivery window patterns.” Journal of business logistics 30(1): 185-201.
  • Bruccoleri, Manfredi, Salvatore Cannella and Giula La Porta. 2014. “Inventory record inaccuracy in supply chains: the role of workers’ behavior.” International Journal of Physical Distribution & Logistics Management 44(10): 796-819.
  • Cao, Yingxia, Haya Ajjan and Paul Hong. 2018. “Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction: An empirical study with comparison.” Asia Pacific Journal of Marketing and Logistics 30(2): 400-416.
  • Cavallo, Alberto. 2017. “Are online and offline prices similar? Evidence from large multi-channel retailers.” American Economic Review 107(1): 283-303.
  • Chiu, Chao-Min, Eric T. G. Wang, E. T., Yui-Hui Fang and Hsin-Yi Huang. 2014. “Understanding customers' repeat purchase intentions in B2C e‐commerce: the roles of utilitarian value, hedonic value and perceived risk.” Information Systems Journal 24(1): 85-114.
  • Cho, Yun K. 2014. “Service quality and price perceptions by internet retail customers: linking the three stages of service interaction” Journal of Service Research, 17(4): 432-445.
  • Daugherty, Patricia J., Yemisi Bolumole and Scott J. Grawe. 2018. “The new age of customer impatience: An agenda for reawakening logistics customer service research.” International Journal of Physical Distribution & Logistics Management, Early access available at: https://www.emeraldinsight.com/doi/full/10.1108/IJPDLM-03-2018-0143
  • Demirel, Fırat. 2017. TÜSİAD, Türkiye e-ticaret pazarına dair kapsamlı raporunu yayınladı. Accessed November 9, https://webrazzi.com/2017/04/25/tusiad-turkiye-e-ticaret-pazarina-dair-kapsamli-raporunu-yayinladi/.
  • Dimitrov, Dimiter M. 2006. “Comparing groups on latent variables: A structural equation modeling approach.” Work, 26(4): 429-436.
  • Duch-Brown, Néstor, Lukasz Grzybowski, Andrè Romahn and Frank Verboven. 2017. “The impact of online sales on consumers and firms. Evidence from consumer electronics” International Journal of Industrial Organization 52(May): 30-62.
  • Fisher, Marshall, Santiago Gallino and Jun Li. 2017. “Competition-based dynamic pricing in online retailing: A methodology validated with field experiments.” Management Science 64(6): 2496-2514.
  • GittiGidiyor. 2018. About GittiGidiyor. Accessed November 23, https://yardim.gittigidiyor.com/yeni-uyeler/about-gittigidiyor.
  • Griffis, Stanley E., Shashank Rao, Thomas J. Goldsby and Tarikere T. Niranjan. 2012. “The customer consequences of returns in online retailing: An empirical analysis.” Journal of Operations Management 30(4): 282-294.
  • Hagiu, Andrei and Julian Wright. 2015. “Multi-sided platforms” International Journal of Industrial Organization 43(November): 162-174.
  • Hagiu, Andrei. 2007. “Merchant or two-sided platform?.” Review of Network Economics 6(2): 115-133.
  • Han, Yunxia and Guangying Xie. 2018. “Determinants of customer perceived online shopping logistics service quality value: an empirical study from China” International Journal of Logistics Research and Applications: 1-24. https://doi.org/10.1080/13675567.2018.1517866
  • Hong, Ilyoo B. 2015. “Understanding the consumer's online merchant selection process: The roles of product involvement, perceived risk, and trust expectation” International Journal of Information Management 35(3): 322-336.
  • Hu, Li-Tze and Peter M. Bentler. 1999. “Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives.” Structural Equation Modeling: A Multidisciplinary Journal 6(1): 1-55.
  • Huang, Wen-Hsien and Yi-Ching Cheng. 2015. “Threshold free shipping policies for internet shoppers.” Transportation Research Part A: Policy and Practice, 82(December): 193-203.
  • Hübner, Alexander, Heinrich Kuhn, and Johannes Wollenburg. 2016. “Last mile fulfilment and distribution in omni-channel grocery retailing: A strategic planning framework.” International Journal of Retail & Distribution Management 44(3): 228-247.
  • Ishfaq, Rafay, Clifford C. Defee, Brian J. Gibson and Uzma Raja. 2016. “Realignment of the physical distribution process in omni-channel fulfilment.” International Journal of Physical Distribution & Logistics Management 46(6/7): 543-561.
  • Jain, Nikunj K., Hasmukh Gajjar, Bhavin J. Shah and Ashish Sadh. 2017. “E-fulfillment dimensions and its influence on customers in e-tailing: a critical review.” Asia Pacific Journal of Marketing and Logistics 29(2): 347-369.
  • Jiang, Hao, Shilin Zhan. and Zhengang Shu. 2017. “Two-Sided Market Pricing in Operations Management: Review of Current Literature and Research Directions.” Management Science and Engineering 11(4): 30-35.
  • Jose, San. 2017. eBay Agrees to Acquire Shares in Turkey’s GittiGidiyor. Accessed November 19, https://www.ebayinc.com/stories/news/ebay-agrees-acquire-shares-turkeys-gittigidiyor/.
  • Kline, Rex B. 2011. Principles and practice of structural equation modeling. 3rd ed. New York: Guilford publications.
  • Koufteros, Xenophon, Cornelia Droge, Gregory Heim, Nelson Massad and Shawnee K. Vickery. 2014. “Encounter satisfaction in e‐tailing: are the relationships of order fulfillment service quality with its antecedents and consequences moderated by historical satisfaction?” Decision Sciences 45(1): 5-48.
  • Kwon, Kysang and Taesu Cheong. 2014. “A minimax distribution-free procedure for a newsvendor problem with free shipping.” European journal of operational research 232(1): 234-240.
  • Lee, Jue-Yeon, Eric Fang, Jisu J. Kim, Xiaoling Li and Robert W. Palmatier. 2018. “The Effect of Online Shopping Platform Strategies on Search, Display, and Membership Revenues.” Journal of Retailing 94(3): 247-264.
  • Leuschner, Rudolf, François Charvet and Dale S. Rogers. 2013. “A meta‐analysis of logistics customer service.” Journal of Supply Chain Management 49(1): 47-63.
  • Li, Huifang, Yulin Fang, Youwei Wang, Kai H. Lim and Liang Liang 2015. “Are all signals equal? Investigating the differential effects of online signals on the sales performance of e-marketplace sellers.” Information Technology & People 28(3): 699-723.
  • Lim, Stanley Frederick W. T., Xin Jin and Jagjit Singh Srai. 2018. “Consumer-driven e-commerce: A literature review, design framework, and research agenda on last-mile logistics models.” International Journal of Physical Distribution & Logistics Management 48(3): 308-332.
  • Lu, Jianguo and Dingding Li. 2012. “Sampling online social networks by random walk.” In Proceedings of the First ACM International Workshop on Hot Topics on Interdisciplinary Social Networks Research, 33-40, August 12-16, 2012, Beijing, China.
  • Luo, Jifeng, Sulin Ba and Han Zhang. 2012. “The effectiveness of online shopping characteristics and well-designed websites on satisfaction.” MIS Quarterly 36(4): 1131-1144.
  • Ma, Siqi. 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 28(4): 1099-1122.
  • Murfield, Monique, Christopher A. Boone, Paige Rutner and Rodney Thomas. 2017. “Investigating logistics service quality in omni-channel retailing.” International Journal of Physical Distribution & Logistics Management 47(4): 263-296.
  • Nguyen, Dung H., Sander de Leeuw and Wout E.H. Dullaert. 2018. “Consumer behaviour and order fulfilment in online retailing: a systematic review.” International Journal of Management Reviews 20(2): 255-276.
  • Papagelis, Manos, Gautam Das and Nick Koudas. 2013. “Sampling online social networks.” IEEE Transactions on knowledge and data engineering 25(3): 662-676.
  • Pellathy, Daniel A., Joonhwan In, Diane A. Mollenkopf and Theodore P. Stank. 2018. ”Middle-range theorizing on logistics customer service.” International Journal of Physical Distribution & Logistics Management 48(1): 2-18.
  • Rao, Shashank, Thomas J. Goldsby, Stanley E. Griffis and Deepak Iyengar. 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.
  • Sass, Daniel A. 2011. “Testing measurement invariance and comparing latent factor means within a confirmatory factor analysis framework.” Journal of Psychoeducational Assessment 29(4): 347-363.
  • Sengupta, Sourav, Tarikere T. Niranjan and Mohan Krishnamoorthy. 2018. “Trends and directions in service triads research.” International Journal of Physical Distribution & Logistics Management 48(3): 333-360.
  • Sohn, Jea-Il, Su-Han Woo and Taek-Won Kim. 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.
  • Song, Jiezhen, Yanhong Yin and Youfang Huang. 2017. “A coordination mechanism for optimizing the contingent-free shipping threshold in online retailing.” Electronic Commerce Research and Applications 26(November-December): 73-80.
  • Stank, Theodore P., Thomas J. Goldsby, Shawnee K. Vickery and Katrina Savitskie. 2003. ”Logistics service performance: estimating its influence on market share.” Journal of business logistics 24(1): 27-55.
  • Statista. 2018. Retail e-commerce sales worldwide from 2014 to 2021 (in billion U.S. dollars). Accessed November 9, https://www.statista.com/statistics/379046/worldwide-retail-e-commerce-sales/.
  • Subramanian, Nachiappan, Angappa Gunasekaran, Jie Yu, Jiang Cheng and Kun Ning. 2014. “Customer satisfaction and competitiveness in the Chinese E-retailing: Structural equation modeling (SEM) approach to identify the role of quality factors.” Expert Systems with Applications 41(1): 69-80.
  • Tadelis, Steven. 2016. “Reputation and feedback systems in online platform markets.” Annual Review of Economics 8(October): 321-340.
  • Täuscher, Karl and Sven M. Laudien. 2018. “Understanding platform business models: A mixed methods study of marketplaces” European Management Journal 36(3): 319-329.
  • Wan, Xiang and Niang R. Sanders 2017. “The negative impact of product variety: Forecast bias, inventory levels, and the role of vertical integration” International Journal of Production Economics 186(April): 123-131.
  • Wang, Shan, Hasan Cavusoglu and Ziliang Deng. 2016. “Early mover advantage in e-commerce platforms with low entry barriers: The role of customer relationship management capabilities.” Information & Management 53(2): 197-206.
  • Wei, Kangning, Yuzhu Li, Yong Zha and Jing Ma. 2018. “Trust, risk and transaction intention in consumer-to-consumer e-marketplaces: An empirical comparison between buyers’ and sellers’ perspectives.” Industrial Management & Data Systems, Early access available at: https://www.emeraldinsight.com/doi/full/10.1108/IMDS-10-2017-0489.
  • Wolf, Erica J., Kelly M. Harrington, Shaunna L. Clark and Mark W. Miller. 2013. “Sample size requirements for structural equation models: An evaluation of power, bias, and solution propriety.” Educational and psychological measurement, 76(6): 913-934.
  • Xing, Yuan, David B. Grant, Alan C. McKinnon and John Fernie. 2010. “Physical distribution service quality in online retailing.” International Journal of Physical Distribution & Logistics Management 40(5): 415-432.
  • Yeniova, Gözde. 2017. Online mağaza fırsatları. Accessed November 10, http://www.ekonomist.com.tr/kapak-konusu/online-magaza-firsatlari.html.
  • Yu, Chian-Son. 2006. “Influences on Taiwanese SME E-Marketplace adoption decisions.” Journal of Global Information Technology Management 9(2): 5-21.
  • Yu, Jie, Nachiappan Subramanian, Kun Ning and David Edwards. 2015. “Product delivery service provider selection and customer satisfaction in the era of internet of things: a Chinese e-retailers’ perspective.” International Journal of Production Economics 159(January): 104-116.
  • Yumurtacı Hüseyinoğlu, Işık Ö., Metehan F. Sorkun and Gülmüş Börühan. 2018. “Revealing the Impact of Operational Logistics Service Quality on Omni-Channel Capability.” Asia Pacific Journal of Marketing and Logistics, 30(5): 1200-1221.
  • Zhong, Ming and Kai Shen. 2006. “Random walk based node sampling in self-organizing networks.” ACM SIGOPS Operating Systems Review, 40(3): 49-55.

Online Pazaryerlerinde Lojistik Hizmet Performansını Etkileyen Faktörler

Yıl 2019, Cilt: 14 Sayı: 54, 152 - 167, 30.04.2019
https://doi.org/10.19168/jyasar.492426

Öz

Bu çalışma, online
pazaryeri satıcılarının lojistik hizmet performanslarını etkileyen faktörleri
ortaya koymayı amaçlamaktadır. Online alışverişin getirdiği kolaylıklar alışveriş
alışkanlıklarını değiştirerek tüketicileri online kanallara yöneltmiştir. Bu
durum perakende firmalarının online ortamda da görünür olmalarını zorunlu
kılmaktadır. Fakat büyük perakende firmaları haricindeki firmaların (özellikle orta
ve küçük boyutlu firmaların) ürünlerini kendi web sitelerinde satabilmeleri yüksek
pazarlama, teknik ve finans maliyetlerinden ötürü oldukça zordur. Bu sebeple,
birçok firma ürünlerini online pazaryeri platformlarında satmayı tercih
etmektedir fakat bu platformlarda yaşanan fiyat rekabeti lojistik hizmet
kalitesinin rekabetçilik açısından önemini arttırmaktadır. Bu yüzden, online
pazaryeri satıcılarının lojistik hizmet performansını etkileyen faktörlerin
ortaya konması önem arz etmektedir. Bu faktörlerin ortaya çıkarılması için bu
çalışma, Türkiye’nin online alışveriş platformu GittiGidiyor’da ürünlerini
satan satıcıları çok gruplu yapısal eşitlik modellemesi yöntemini kullanarak
incelemiştir. Bu incelemenin sonucunda, online pazaryerlerinde lojistik hizmet
kalitesini etkileyen faktörler şu şekilde tespit edilmiştir: i) satılan
ürünlerin ilişkili olduğu ürün kategorisi sayısı, ii) belirli ürün
kategorilerinde satış yapılması, iii) kargo firması seçimi, iv) ücretsiz kargo
gönderim politikası ve v) ürünlerin gönderildiği şehir. Elde edilen bu bulgular
hem teorik hem de yönetimsel birçok çıkarım yapmaya imkân vermektedir. Bu
çalışma teorik olarak lojistik hizmet kalitesinin online pazaryeri bağlamında
belirleyicilerini ortaya koyarken, online pazaryerlerinde faaliyet gösteren
internet perakendecilerine de lojistik hizmet kalitelerini nasıl
arttırabilecekleri konusunda yol göstermektedir.

Kaynakça

  • Ailawadi, Kusum L. and Paul W. Farris. 2017. “Managing multi-and omni-channel distribution: metrics and research directions.” Journal of retailing 93(1): 120-135.
  • Bouzaabia, Rym, Olfa Bouzaabia and Capatina Alexandru. 2013. “Retail Logistics service quality: a cross-cultural survey on customer perceptions.” International Journal of Retail & Distribution Management 41(8): 627-647.
  • Boyer, Kenneth K., Andrea M. Prud'homme and Wenming Chung. 2009. “The last mile challenge: evaluating the effects of customer density and delivery window patterns.” Journal of business logistics 30(1): 185-201.
  • Bruccoleri, Manfredi, Salvatore Cannella and Giula La Porta. 2014. “Inventory record inaccuracy in supply chains: the role of workers’ behavior.” International Journal of Physical Distribution & Logistics Management 44(10): 796-819.
  • Cao, Yingxia, Haya Ajjan and Paul Hong. 2018. “Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction: An empirical study with comparison.” Asia Pacific Journal of Marketing and Logistics 30(2): 400-416.
  • Cavallo, Alberto. 2017. “Are online and offline prices similar? Evidence from large multi-channel retailers.” American Economic Review 107(1): 283-303.
  • Chiu, Chao-Min, Eric T. G. Wang, E. T., Yui-Hui Fang and Hsin-Yi Huang. 2014. “Understanding customers' repeat purchase intentions in B2C e‐commerce: the roles of utilitarian value, hedonic value and perceived risk.” Information Systems Journal 24(1): 85-114.
  • Cho, Yun K. 2014. “Service quality and price perceptions by internet retail customers: linking the three stages of service interaction” Journal of Service Research, 17(4): 432-445.
  • Daugherty, Patricia J., Yemisi Bolumole and Scott J. Grawe. 2018. “The new age of customer impatience: An agenda for reawakening logistics customer service research.” International Journal of Physical Distribution & Logistics Management, Early access available at: https://www.emeraldinsight.com/doi/full/10.1108/IJPDLM-03-2018-0143
  • Demirel, Fırat. 2017. TÜSİAD, Türkiye e-ticaret pazarına dair kapsamlı raporunu yayınladı. Accessed November 9, https://webrazzi.com/2017/04/25/tusiad-turkiye-e-ticaret-pazarina-dair-kapsamli-raporunu-yayinladi/.
  • Dimitrov, Dimiter M. 2006. “Comparing groups on latent variables: A structural equation modeling approach.” Work, 26(4): 429-436.
  • Duch-Brown, Néstor, Lukasz Grzybowski, Andrè Romahn and Frank Verboven. 2017. “The impact of online sales on consumers and firms. Evidence from consumer electronics” International Journal of Industrial Organization 52(May): 30-62.
  • Fisher, Marshall, Santiago Gallino and Jun Li. 2017. “Competition-based dynamic pricing in online retailing: A methodology validated with field experiments.” Management Science 64(6): 2496-2514.
  • GittiGidiyor. 2018. About GittiGidiyor. Accessed November 23, https://yardim.gittigidiyor.com/yeni-uyeler/about-gittigidiyor.
  • Griffis, Stanley E., Shashank Rao, Thomas J. Goldsby and Tarikere T. Niranjan. 2012. “The customer consequences of returns in online retailing: An empirical analysis.” Journal of Operations Management 30(4): 282-294.
  • Hagiu, Andrei and Julian Wright. 2015. “Multi-sided platforms” International Journal of Industrial Organization 43(November): 162-174.
  • Hagiu, Andrei. 2007. “Merchant or two-sided platform?.” Review of Network Economics 6(2): 115-133.
  • Han, Yunxia and Guangying Xie. 2018. “Determinants of customer perceived online shopping logistics service quality value: an empirical study from China” International Journal of Logistics Research and Applications: 1-24. https://doi.org/10.1080/13675567.2018.1517866
  • Hong, Ilyoo B. 2015. “Understanding the consumer's online merchant selection process: The roles of product involvement, perceived risk, and trust expectation” International Journal of Information Management 35(3): 322-336.
  • Hu, Li-Tze and Peter M. Bentler. 1999. “Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives.” Structural Equation Modeling: A Multidisciplinary Journal 6(1): 1-55.
  • Huang, Wen-Hsien and Yi-Ching Cheng. 2015. “Threshold free shipping policies for internet shoppers.” Transportation Research Part A: Policy and Practice, 82(December): 193-203.
  • Hübner, Alexander, Heinrich Kuhn, and Johannes Wollenburg. 2016. “Last mile fulfilment and distribution in omni-channel grocery retailing: A strategic planning framework.” International Journal of Retail & Distribution Management 44(3): 228-247.
  • Ishfaq, Rafay, Clifford C. Defee, Brian J. Gibson and Uzma Raja. 2016. “Realignment of the physical distribution process in omni-channel fulfilment.” International Journal of Physical Distribution & Logistics Management 46(6/7): 543-561.
  • Jain, Nikunj K., Hasmukh Gajjar, Bhavin J. Shah and Ashish Sadh. 2017. “E-fulfillment dimensions and its influence on customers in e-tailing: a critical review.” Asia Pacific Journal of Marketing and Logistics 29(2): 347-369.
  • Jiang, Hao, Shilin Zhan. and Zhengang Shu. 2017. “Two-Sided Market Pricing in Operations Management: Review of Current Literature and Research Directions.” Management Science and Engineering 11(4): 30-35.
  • Jose, San. 2017. eBay Agrees to Acquire Shares in Turkey’s GittiGidiyor. Accessed November 19, https://www.ebayinc.com/stories/news/ebay-agrees-acquire-shares-turkeys-gittigidiyor/.
  • Kline, Rex B. 2011. Principles and practice of structural equation modeling. 3rd ed. New York: Guilford publications.
  • Koufteros, Xenophon, Cornelia Droge, Gregory Heim, Nelson Massad and Shawnee K. Vickery. 2014. “Encounter satisfaction in e‐tailing: are the relationships of order fulfillment service quality with its antecedents and consequences moderated by historical satisfaction?” Decision Sciences 45(1): 5-48.
  • Kwon, Kysang and Taesu Cheong. 2014. “A minimax distribution-free procedure for a newsvendor problem with free shipping.” European journal of operational research 232(1): 234-240.
  • Lee, Jue-Yeon, Eric Fang, Jisu J. Kim, Xiaoling Li and Robert W. Palmatier. 2018. “The Effect of Online Shopping Platform Strategies on Search, Display, and Membership Revenues.” Journal of Retailing 94(3): 247-264.
  • Leuschner, Rudolf, François Charvet and Dale S. Rogers. 2013. “A meta‐analysis of logistics customer service.” Journal of Supply Chain Management 49(1): 47-63.
  • Li, Huifang, Yulin Fang, Youwei Wang, Kai H. Lim and Liang Liang 2015. “Are all signals equal? Investigating the differential effects of online signals on the sales performance of e-marketplace sellers.” Information Technology & People 28(3): 699-723.
  • Lim, Stanley Frederick W. T., Xin Jin and Jagjit Singh Srai. 2018. “Consumer-driven e-commerce: A literature review, design framework, and research agenda on last-mile logistics models.” International Journal of Physical Distribution & Logistics Management 48(3): 308-332.
  • Lu, Jianguo and Dingding Li. 2012. “Sampling online social networks by random walk.” In Proceedings of the First ACM International Workshop on Hot Topics on Interdisciplinary Social Networks Research, 33-40, August 12-16, 2012, Beijing, China.
  • Luo, Jifeng, Sulin Ba and Han Zhang. 2012. “The effectiveness of online shopping characteristics and well-designed websites on satisfaction.” MIS Quarterly 36(4): 1131-1144.
  • Ma, Siqi. 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 28(4): 1099-1122.
  • Murfield, Monique, Christopher A. Boone, Paige Rutner and Rodney Thomas. 2017. “Investigating logistics service quality in omni-channel retailing.” International Journal of Physical Distribution & Logistics Management 47(4): 263-296.
  • Nguyen, Dung H., Sander de Leeuw and Wout E.H. Dullaert. 2018. “Consumer behaviour and order fulfilment in online retailing: a systematic review.” International Journal of Management Reviews 20(2): 255-276.
  • Papagelis, Manos, Gautam Das and Nick Koudas. 2013. “Sampling online social networks.” IEEE Transactions on knowledge and data engineering 25(3): 662-676.
  • Pellathy, Daniel A., Joonhwan In, Diane A. Mollenkopf and Theodore P. Stank. 2018. ”Middle-range theorizing on logistics customer service.” International Journal of Physical Distribution & Logistics Management 48(1): 2-18.
  • Rao, Shashank, Thomas J. Goldsby, Stanley E. Griffis and Deepak Iyengar. 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.
  • Sass, Daniel A. 2011. “Testing measurement invariance and comparing latent factor means within a confirmatory factor analysis framework.” Journal of Psychoeducational Assessment 29(4): 347-363.
  • Sengupta, Sourav, Tarikere T. Niranjan and Mohan Krishnamoorthy. 2018. “Trends and directions in service triads research.” International Journal of Physical Distribution & Logistics Management 48(3): 333-360.
  • Sohn, Jea-Il, Su-Han Woo and Taek-Won Kim. 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.
  • Song, Jiezhen, Yanhong Yin and Youfang Huang. 2017. “A coordination mechanism for optimizing the contingent-free shipping threshold in online retailing.” Electronic Commerce Research and Applications 26(November-December): 73-80.
  • Stank, Theodore P., Thomas J. Goldsby, Shawnee K. Vickery and Katrina Savitskie. 2003. ”Logistics service performance: estimating its influence on market share.” Journal of business logistics 24(1): 27-55.
  • Statista. 2018. Retail e-commerce sales worldwide from 2014 to 2021 (in billion U.S. dollars). Accessed November 9, https://www.statista.com/statistics/379046/worldwide-retail-e-commerce-sales/.
  • Subramanian, Nachiappan, Angappa Gunasekaran, Jie Yu, Jiang Cheng and Kun Ning. 2014. “Customer satisfaction and competitiveness in the Chinese E-retailing: Structural equation modeling (SEM) approach to identify the role of quality factors.” Expert Systems with Applications 41(1): 69-80.
  • Tadelis, Steven. 2016. “Reputation and feedback systems in online platform markets.” Annual Review of Economics 8(October): 321-340.
  • Täuscher, Karl and Sven M. Laudien. 2018. “Understanding platform business models: A mixed methods study of marketplaces” European Management Journal 36(3): 319-329.
  • Wan, Xiang and Niang R. Sanders 2017. “The negative impact of product variety: Forecast bias, inventory levels, and the role of vertical integration” International Journal of Production Economics 186(April): 123-131.
  • Wang, Shan, Hasan Cavusoglu and Ziliang Deng. 2016. “Early mover advantage in e-commerce platforms with low entry barriers: The role of customer relationship management capabilities.” Information & Management 53(2): 197-206.
  • Wei, Kangning, Yuzhu Li, Yong Zha and Jing Ma. 2018. “Trust, risk and transaction intention in consumer-to-consumer e-marketplaces: An empirical comparison between buyers’ and sellers’ perspectives.” Industrial Management & Data Systems, Early access available at: https://www.emeraldinsight.com/doi/full/10.1108/IMDS-10-2017-0489.
  • Wolf, Erica J., Kelly M. Harrington, Shaunna L. Clark and Mark W. Miller. 2013. “Sample size requirements for structural equation models: An evaluation of power, bias, and solution propriety.” Educational and psychological measurement, 76(6): 913-934.
  • Xing, Yuan, David B. Grant, Alan C. McKinnon and John Fernie. 2010. “Physical distribution service quality in online retailing.” International Journal of Physical Distribution & Logistics Management 40(5): 415-432.
  • Yeniova, Gözde. 2017. Online mağaza fırsatları. Accessed November 10, http://www.ekonomist.com.tr/kapak-konusu/online-magaza-firsatlari.html.
  • Yu, Chian-Son. 2006. “Influences on Taiwanese SME E-Marketplace adoption decisions.” Journal of Global Information Technology Management 9(2): 5-21.
  • Yu, Jie, Nachiappan Subramanian, Kun Ning and David Edwards. 2015. “Product delivery service provider selection and customer satisfaction in the era of internet of things: a Chinese e-retailers’ perspective.” International Journal of Production Economics 159(January): 104-116.
  • Yumurtacı Hüseyinoğlu, Işık Ö., Metehan F. Sorkun and Gülmüş Börühan. 2018. “Revealing the Impact of Operational Logistics Service Quality on Omni-Channel Capability.” Asia Pacific Journal of Marketing and Logistics, 30(5): 1200-1221.
  • Zhong, Ming and Kai Shen. 2006. “Random walk based node sampling in self-organizing networks.” ACM SIGOPS Operating Systems Review, 40(3): 49-55.
Toplam 60 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Bölüm Makaleler
Yazarlar

Metehan Feridun Sorkun

Yayımlanma Tarihi 30 Nisan 2019
Yayımlandığı Sayı Yıl 2019 Cilt: 14 Sayı: 54

Kaynak Göster

APA Sorkun, M. F. (2019). Factors That Impact the Logistics Service Performance in Online Marketplaces. Yaşar Üniversitesi E-Dergisi, 14(54), 152-167. https://doi.org/10.19168/jyasar.492426
AMA Sorkun MF. Factors That Impact the Logistics Service Performance in Online Marketplaces. Yaşar Üniversitesi E-Dergisi. Nisan 2019;14(54):152-167. doi:10.19168/jyasar.492426
Chicago Sorkun, Metehan Feridun. “Factors That Impact the Logistics Service Performance in Online Marketplaces”. Yaşar Üniversitesi E-Dergisi 14, sy. 54 (Nisan 2019): 152-67. https://doi.org/10.19168/jyasar.492426.
EndNote Sorkun MF (01 Nisan 2019) Factors That Impact the Logistics Service Performance in Online Marketplaces. Yaşar Üniversitesi E-Dergisi 14 54 152–167.
IEEE M. F. Sorkun, “Factors That Impact the Logistics Service Performance in Online Marketplaces”, Yaşar Üniversitesi E-Dergisi, c. 14, sy. 54, ss. 152–167, 2019, doi: 10.19168/jyasar.492426.
ISNAD Sorkun, Metehan Feridun. “Factors That Impact the Logistics Service Performance in Online Marketplaces”. Yaşar Üniversitesi E-Dergisi 14/54 (Nisan 2019), 152-167. https://doi.org/10.19168/jyasar.492426.
JAMA Sorkun MF. Factors That Impact the Logistics Service Performance in Online Marketplaces. Yaşar Üniversitesi E-Dergisi. 2019;14:152–167.
MLA Sorkun, Metehan Feridun. “Factors That Impact the Logistics Service Performance in Online Marketplaces”. Yaşar Üniversitesi E-Dergisi, c. 14, sy. 54, 2019, ss. 152-67, doi:10.19168/jyasar.492426.
Vancouver Sorkun MF. Factors That Impact the Logistics Service Performance in Online Marketplaces. Yaşar Üniversitesi E-Dergisi. 2019;14(54):152-67.