The impact of international logistics networks on customer satisfaction: A holistic analysis using servqual and logistics service quality scales

This study aims to evaluate the impact of international logistics networks on customer satisfaction. Within the scope of the research, two widely used service quality measurement tools—the SERVQUAL model and the Logistics Service Quality (LHQ) scale—are applied in an integrated manner to analyze the relationship between perceived service quality and customer satisfaction from a holistic perspective. The present study was conducted using a convergent parallel mixed methods design. Quantitative data were collected through a structured questionnaire administered via Google Forms, incorporating items adapted from the SERVQUALand Logistics Service Quality (LHQ) scales. A total of 102 valid responses were obtained from logistics service users. For the qualitative strand, semi-structured in-depth interviews were conducted with 13 selected experts from the logistics sector, aiming to gain deeper insights into service quality perceptions and customer satisfaction dynamics. The integration of both quantitative and qualitative data enabled a more comprehensive and multidimensional evaluation of logistics service quality in the context of international logistics operations.. Quantitative data were analyzed using descriptive statistics and correlation analysis, while qualitative data were evaluated through content analysis. The findings reveal that key dimensions of logistics service quality—particularly timely delivery, accurate information sharing, and order accuracy—have a significant effect on customer satisfaction. As a result, it is recommended that logistics service providers improve their service models in line with customer expectations in order to enhance satisfaction and long-term customer loyalty.