The Role of Relationship Marketing Activities Carried out by Cargo Companies During The Covid-19 Pandemic on the Service Quality Perception of Corporate Customers
The Role of Relationship Marketing Activities Carried out by Cargo Companies During The Covid-19 Pandemic on the Service Quality Perception of Corporate Customers

Summary/Abstract: Purpose – In the context of the Covid-19 pandemic, this study aims to investigate how relationship marketing initiatives implemented by cargo companies influence the service quality perceptions of their corporate clientele. Design/methodology/approach – This research focused on corporate customers located in Konya who utilized cargo services amidst the Covid-19 pandemic. Data belonging to 156 companies operating in Konya were collected by online or face-to-face survey method and analyzes were carried out on the answers given by the participants. In this study, various statistical techniques were utilized to analyze the data comprehensively. These techniques included factor analysis to uncover underlying latent variables, reliability analysis to assess the consistency of measurements, correlation analysis to explore relationships between variables, and regression analysis to understand the predictive power of certain factors on the outcome variable. Findings – The study revealed that social bonds, a component of relationship marketing, have a moderate and statistically significant positive impact (r=0.506, p

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