Elektronik ticarette son mil teslimatı ve müşteri memnuniyeti arasındaki ilişki

Today, cargo delivery is in urgent need of innovation due to the imbalance between the two forces that can be observed in the market environment. First, package volume between businesses and consumers is growing rapidly, mainly through e- commerce. Second, consumer habits and lifestyles are changing in a way that requires more flexibility and comfort. Ultimately, the feasibility of the moment of delivery reaching consumers at home is diminishing. Therefore, this thesis deals with the relationship between the last mile delivery experience in e-commerce and customer satisfaction, which aims to improve customer experience and overcome the shortcomings of existing delivery models. Nowadays, consumers have started to turn to e-commerce sites for all their needs. 99 percent of e-commerce is logistics. If fast deliveries are not made in line with customer expectations, the chance of businesses to be successful decreases. Especially with COVID-19, the volume of E-Commerce in the world has 5 grown by 70 percent. The purpose of this research is helped determination of the connection between last mile delivery and customer satisfaction.As a result of every shopping made, the customer expects the delivery to be carried out quickly and smoothly. Meeting this expectation has become a big priority for e-commerce companies and retailers. The journey is defined as the last mile delivery. At this stage, the package reaches its recipient. Therefore, the relationship between the customer's last mile delivery experience and customer satisfaction will be tried to be revealed in this study. Retailers who use the Internet efficiently can reach more customers and use their resources efficiently by optimizing them. In this study, the impact of customers on the last mile delivery and its importance in the last mile delivery experience are investigated. Including the survey conducted and participants of a quantitative methodology was used to measure the latest e-retail practice in Turkey. Consequence show that last mile delivery experience affects the relationship between the customer's online shopping experience sensation and customer satisfaction. These results provide the basis for more extensive research on last mile delivery has important contributions to increase customer satisfaction. Keywords: Electronic Commerce, Last Mile Delivery, Customer Satisfaction