Lojistik hizmet kalitesinin değerlendirilmesi: Lojistik hizmet sağlayıcıları açısından yaklaşım

As a result of rapid globalization of industries and advanced supply chain networks, importance of logistics services has increased universally. Concurrently, service types offered by logistics service providers have quickly increased hence, the competition among global service providers have soared. This has pulled logistics service providers to be strategic in their business-to-business marketing approaches; thus, quality of delivered services has become important. In international supply chain networks logistics services can be very complex and quality expectations from services can be different. Therefore, in literature there is no single agreed sturdy logistics service quality measurement model. The main goal of this research to explore logistics service quality dimensions on logistics service providers and propose a measurement model for logistics service quality. To achieve the research goal systematic literature and semi structured interviews executed. Afterwards, questionnaire developed and applied on German logistics service providers. On results, structural equation model composed, and quality dimensions analyzed with confirmatory factor analysis. Consequently, validated, and reliable five logistics dimensions and sixteen logistics factors were explored for measuring logistics service quality.