The effect of customer complaints on repurchase behavior for cargo companies

In recent years, the developments in the logistics sector and the introduction of the Internet into our lives have lifted the boundaries in trade and the volume of trade has increased at an incredible level throughout the world. All these developments have increased the workload of companies in the cargo sector day and night. With the increase in the workload of cargo companies, the quality of the service provided to consumers has decreased and consumer complaints have increased. The purpose of this study is to reveal customer complaints against cargo companies and to determine the effect of these complaints on the intention to purchase again. In this context, survey technique from quantitative data collection techniques was applied to 410 consumers who have purchased cargo services in the last year. The data obtained were analyzed from the SPSS statistical analysis program. In this context, Factor Analysis, percentage –frequency analysis, T Test, ANOVA Test, Correlation Analysis and Regression Analysis were performed on the data obtained in this context. In addition, a complaint site has been subjected to content analysis and a word cloud has been created for complaints. As a result of the analysis, consumer complaints against the attitude of the employees, quality of service, logistics services, transport and communication for complaints and compensation for services, including prevention and are grouped under five dimensions. As a result of the research, it was concluded that consumers generally complain about the unqualified services of cargo companies, but they have to buy services again due to the fact that there are a limited number of cargo companies. In addition, as another result of the study, it was found that complaints about the quality of service and complaints about accessibility and communication services affect the intentions of consumers to purchase again.