Online complaint analysis in the logistics sector: E-commerce example

Nowadays, as the developments in communication and telecommunication provide huge help in every aspect of our life, they also paved the way for a change in the concept of shopping. The traditional trade, which we do in the shops has been replaced by something called electronic trade, in which orders and payments are carried out in electronic environment. In the last few decades while the important developments in technological devices and software provide great help in e-trade and logistics, they also helped these sectors grow rapidly. Thanks to the developments in internet, technological software and cellphones, people have the chance to shop in their living rooms even on the move. The complaints of the consumers who shop on the internet have been increasing and this effects both sectors negatively. Although logistics sector has improved compared to the previous years, it still cannot keep up with the leap of e-trade. This can be easily understood in the problems and consumer complaints. This study has been done to determine the problems of the cargo companies which have a hard time to meet the high demand from the virtual shops working on the internet and to find solutions for these problems. For this end the consumer complaints since 2001 have been analyzed, the problems which were found on this subject in other researches have been examined and a questionnaire have been prepared. Customer complaints and questionnaire have been compared through regression analysis. As a result of the study, it is found out that some of problems between the electronic trade and logistics companies could not be solved for years but some of the problems have appeared in the last few years. It is discovered that in the past e-trade companies' demands consisted of the items in small boxes but today these demands go up from refrigerators and living room furniture to any item without considering the weight or volume. Keywords: Virtual Shops, E-trade, Logistics, Internet Marketing, Customer Complaints, Regression