Abstract:

In order to gain competitive advantage in today's changing economic and social structure, businesses have started to examine and use different methods. For this purpose, businesses need to use their resources effectively and efficiently. At this point, it has become a necessity for businesses to switch to logistics information systems in order to maintain their productivity. In this respect, the effect of e-service quality on shopping satisfaction, repurchase intention and payment options in e-logistics applications, which is the main subject of the research, has been tried to be measured by creating a model. In the first stage of the study, A research methodology related to the sampling technique and data collection methods of the study is presented. After the methodology of the study was established, statistical analyzes related to the research were presented, and theoretical and managerial implications were discussed. In addition, the model created within the scope of the study was analyzed with the structural equation model and it was tried to prove that the created model was a valid model. After it was understood as a result of the data that the model was structurally compatible, the hypotheses created within the study were tested. According to the hypothesis results and findings obtained within the scope of the study; In e-logistics applications, it has been determined that service quality affects shopping satisfaction in a positive and meaningful way. Also, the shopping satisfaction scale affects the repurchase scale positively and significantly. From this, it is possible to assume that the increase in service quality in the eyes of consumers brings shopping satisfaction and as a result, consumers tend to repurchase the product or service.

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