A study on the perception of service quality in logistics sector

The main purpose of this thesis is to examine customer quality perception towards logistics services in terms of demographic and professional variables and to determine the differences of these variables on customer satisfaction. Within the scope of the research, a questionnaire was applied to 400 participants to evaluate the differences of variables such as gender, age, education level, total working time, working time in the current business and title on customer satisfaction quality perception. The data obtained were analyzed through t-test and ANOVA tests. The research findings reveal that the results of the t-test conducted according to the gender variable reveal that there is no statistically significant difference between male and female customers in their perceptions of quality of logistics services. This result shows that gender is not a determining factor on customer satisfaction quality perception. Likewise, the results of the ANOVA test conducted according to age groups show that there is no significant difference in customer satisfaction quality perception between respondents in different age groups. This finding reveals that age does not have a critical effect on customer satisfaction. The analysis of the education level variable reveals that there is no statistically significant difference in customer satisfaction quality perception according to education level. It was determined that occupational variables such as total working time and working time in the current business did not make a significant difference on customer satisfaction. Analyses according to the title variable show that the services provided by the company are perceived similarly by the company owners, managers and staff and that the title does not have a significant difference on customer satisfaction quality perception. As a result, this study reveals that customer satisfaction quality perception towards logistics services is largely independent of demographic and occupational variables.