The effect of logistics service quality on customer satisfaction and reuse intention in e-commerce

E-commerce usage in Turkey has increased significantly with the impact of the pandemic. Logistics services offered by e-commerce businesses are one of the important factors affecting customers' preferences. Logistics service quality refers to the extent to which logistics services meet or exceed customers' expectations. Customers' perceptions of logistics services include not only physical distribution services but also different issues that are of great importance to them. In this study, logistics service quality will be discussed as seven factors: operational quality, resource quality, information quality, personal communication quality, customization quality, customer satisfaction and reuse. As many studies confirm, service performance is an important driving factor that creates value in logistics and helps achieve competitive advantage. For service providers, increasing customer satisfaction and achieving customer reuse intent is the key to achieving sustainable competitive advantage and success. Logistics service quality is a concern for logistics service providers, retailers and customers. Customer satisfaction is the emotional response of customers when they perceive a discrepancy between their past expectations and the actual performance of a product or service they use. Any difference that customers receive regarding the logistics service will affect customer satisfaction. The customer's satisfaction level with the service provided will affect the person's repeat use of that service. The aim of this study is to determine the effect of the quality of logistics services offered by e-commerce businesses on customer satisfaction and reuse intention. Within the scope of the study, data was collected from consumers with e-commerce experience by survey method. The obtained data were analyzed with the help of structural equation model. As a result of the study, logistics service quality dimensions that are effective in customer satisfaction were determined. In addition, the effect of customer satisfaction on reuse intention was also revealed as a result of the research.