Abstract:

Increasing intense competition has led freight forwarder companies, which have an important share in the logistics sector and operate as service provider organizations, to seek new methods to keep their interactions with their customers alive in order to continue their existence. The service quality offered by logistics service providers, which carry out similar activities in the market, is one of the factors that differentiate them from their competitors and increase their preferability. In this study, the impact of the flexibility and service quality offered by freight forwarders on customer trust, satisfaction and loyalty is analyzed with structural equation modeling. An online survey was applied to 427 people who were reached by convenience sampling method. As a result of the research, it was found that flexibility in freight forwarder companies has a significant effect on logistics service quality and trust; service quality in freight forwarder companies has a direct effect on customer satisfaction and an indirect but significant effect on customer loyalty; trust has a direct effect on customer loyalty and logistics flexibility has an indirect but significant effect on customer loyalty.