The role of e-logistics implementations on perceived service quality: A research on logistics companies

In recent years, rapid developments on the information technologies have provided the realization of international trade, which is the biggest actor of globalization, in both B2B (Business to Business) and B2C (Business to Customer) on online platforms. This fundamental change in commercial activities has contributed to the active role of retailers in the domestic market, who want to benefit from the advantages of opening up to foreign markets or having a weaker customer potential. The software, hardware, databases and communication factors that enable the whole process to be followed up from the source of the raw material to the end consumer have contributed to the creation of an integrated service concept with the e-commerce activities of the logistics services. Therefore, the aim of the research in accordance with all these developments is to determine effects of the e-logistics implementations on the quality and satisfaction level of the retailers who perform the online sales of physical goods after the logistics service. In line with this aim, it is utilized from three different scales; as "Perceived Logistics Service Quality", E-Logistics Implementations" and "Customer Satisfaction". The sample group of the study, which consists of 388 people, has been identified as online retailers selling through e-commerce sites. Testing of the hypotheses developed for the purpose of the study was carried out by means of "Testing Mediation with Regression Analysis", "Independent samples T-Test" and "One Way ANOVA".