LOJİSTİK HİZMET KALİTESİNİN MÜŞTERİ SADAKATİ ÜZERİNE ETKİSİ: KAHRAMANMARAŞ İLİNDE BİR ALAN ÇALIŞMASI
THE EFFECT OF LOGISTICS SERVICE QUALITY ON CUSTOMER LOYALTY: A FIELD STUDY IN KAHRAMANMARAS PROVINCE

Summary/Abstract: Increased globalization and technological advances, competition is increasing rapidly between companies. To have an advantage and increase their market share, companies prefer to focus their core competencies and outsource their support activities as logistics. For this reason, these companies buy logistics services from the other service provider companies, which are called “Third Part Logistics (3PL)”. A 3PL (third-party logistics) provider offers outsourced logistics services, which encompass transportation, warehousing, material handling, facets of procurement and fulfilment activities. 3PL companies perform these activities efficiently, effectively and high quality to gain customer loyalty. The main purpose of this study is to investigate the impacts of three subdimensions of service quality (operational, personal and technical quality) on customer loyalty. The study is supported with a field study conducted on the various companies in Kahramanmaraş, which are customers of third part logistics firms. The research data were collected through questionnaires and then statistically analyzed using descriptive statistics, Pearson product moment correlation and linear regression. After analyzing the research data, there is found a statistically significant relationship between subdimensions of service quality and customer loyalty.

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