Özet:

According to traditional approach, logistics is a firm activity that integrates production and consumption. For many years, logistics has been considered as a cost generating activity instead of creating difference to customers, and profit to the firm. This perspective has started to change in mid 1990’s, and more reseach has conducted on logistics, logistics service quality, and its impact on customer satisfaction. Today, the perception regarding logistics is being source for creating value and increasing customer satisfaction by providing time and place utilities. Electronic shopping is one of the main areas that logistics activities take role in delivering service quality. The number of on-‐line consumers and investments on on-‐line retail companies have increased in last 10 years . The busy city life directed consumers to shop from on-‐line due to time concerns . Uzel ve Aydoğdu (2010) mentioned that the factors affecting decision of on-‐line shopping is highly related with logistics service quality. Especially, order quality is one of the main concern of on-‐line consumers which causes dissatisfaction. The aim of the research is to apply logistics service quality scale (LSQ) on on-‐line consumers in Istanbul, and find out the impact of logistics service quality on post purchase behavioral intentions of on-‐line consumers. 11 dimensions of logistics service quality were asked, three of them, easiness of ordering procedures, traching capability of the firm and order quality has found that they have affect on post purchase behavioral intentions of on-‐line customers. ELEKTRONİK ALIŞVERİŞTE LOJİSTİK HİZMET KALİTESİNİN SATIN ALMA SONRASI DAVRANIŞSAL NİYETE ETKİSİ

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