Abstract:

The biggest actor that determines the rules of the game: "Consumer". It can be clearly seen that no good or service product offered without considering customer requests and expectations has a chance to hold on to the market. In the modern communication world, where consumers share their experiences easily, the sloganized of the classical marketing approach, "I sell what I produce", is no longer as popular as it used to be. When the customer experiences of internet shopping, the demand level of which has increased at a remarkable rate with the pandemic, are examined, it is seen that the comments regarding the positive or negative experiences with the suppliers are at a significant level, as well as the technical features and qualities of the products. This study aims to make a qualitative content analysis and to create a roadmap for businesses operating in the relevant fields, based on consumer comments on the "Logistics service quality" components, which is defined as an important dimension of the concept of quality, which we can express as the level of meeting customer demands and expectations. The systematic literature research carried out in the study was planned in two stages. In the first stage, the frequency of preference and relations of the keywords used in the studies on the subject of the research in the literature were determined by a bibliometric analysis, and in the next stage, these determined keywords were systematically scanned in all databases.

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