The effects of third party logistics (3PL) firms on electronic commerce and customer satisfaction

This thesis focuses on clarifying the issues and relations between electronic commerce (e-commerce), Third Party Logistics (3PL) and customer satisfaction. The thesis aims at analyzing and explaining the relationships between 3PL, electronic retailers and e-commerce. To combine them, in this thesis, the effects of 3PL on e-commerce, and the means by which it provides customer satisfaction in accordance with 3PL services, is explored. There's no doubt that logistics processes have an effect on customer satisfaction in a positive or negative manner, since customers have one-to-one relations with electronic retailers. Actually, electronic retailers provide electronic shopping opportunities to the customers and logistics providers act like a bridge between them. For a deep understanding of the effect of 3PL on e-commerce, the results of the research should be interpreted in accordance with customers and their satisfaction In the thesis, relations of electronic retailers and 3PL is analyzed and relevant relationships are explained based on available data, a consumer survey and face-to-face interviews with e-retailers. The relations between electronic retailers and customers are also be investigated. As a conclusion of this research, the effects of e-commerce on the relations of 3PL, electronic retailers, and customers are clarified. This thesis tend to see how e customers is affected accordingly relationships between electronic retailer and 3PL. To deeply understand this, there are analysis and surveys research method among 3PL, electronic retailers and e customers. The research also aim to uncover how the 3PL use the technology and connect the electronic retailers and their customers. Keywords: Electronic Commerce, Electronic Retailer, E Customer, Customer Satisfaction, Third Party Logistics