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    The impact of logistics service quality on customer satisfaction and re-use intention: a comprehensive analysis
    (İstanbul Bilgi Üniversitesi, Lisansüstü Eğitim Enstitüsü, 30/06/2025) Emekli, Abidin Mert
    The role of logistics service quality has become vital in creating satisfied business partners that sustain long-term partnerships in today’s highly competitive environment where new competitors enter the sector along with big companies trying to dominate it, particularly in the B2B market. Companies that use logistics service providers are relying on the quality of the service they’re provided with in order to sustain operational efficiency and repeat businesses on their ends as well. Previous research in the field has explored service quality extensively, however focused research specifically on logistics service quality in the B2B context for creation of marketing insights was limited. Therefore, this study researches how the different logistics service quality dimensions are influencing customer satisfaction and re-use intention in the B2B environment. Data collection was conducted through the distribution of a structured questionnaire to the people who work in a company that used a logistics service provider. The results of the data analyses revealed that resource quality, reliability, assurance, responsiveness, ordering procedures, and personnel contact quality had a significant and positive effect on customer satisfaction. On the other hand, operational information sharing resulted with a negative impact, while operational quality, customization quality, and tangibility were found to have no significant effect on customer satisfaction. Customer satisfaction was found to have a very strong positive influence on re-use intention. This research provides valuable theoretical findings, along with results that may guide managers who may use the findings in defining their marketing strategies for attracting new customers while also building customer retention strategies. In addition, this study provides a marketing focused perspective on logistics service quality and stands as a foundation for further research that will be examining the logistics service quality dimensions in different contexts.