Relationships between logistic service quality perception, customer satisfaction, customer trust and customer loyalty e-commerce: A research on generation Z

This research was conducted to reveal the factors that may affect the logistics service quality perception of students shopping via e-commerce. In this context, logistics service quality perception, customer loyalty, customer trust and customer satisfaction variables were examined throughout the research. 5-point Likert type scales developed by other authors were used to measure logistics service quality perception, customer loyalty, customer trust and customer satisfaction. Analyzes were made with SPSS 22, JASP 0.18.3.0 and Process Macro plug-in. As a result of the research, it was revealed out that customer satisfaction and customer trust have an impact on the perception of logistics service quality on customer loyalty, and that customer satisfaction and customer trust have a mediating role in the effect of logistics service quality perception on customer loyalty