LOJİSTİK HİZMETLER BAĞLAMINDA HİZMET PERFORMANSI VE İLİŞKİ KALİTESİ DEĞİŞKENLERİNİN FİRMA PERFORMANSI ÜZERİNE ETKİSİ

Year 2019, Volume: 8 Issue: 16, 1 - 15, 06.01.2020

Alina Poyraz Hanifi Murat Mutlu

Abstract

Lojistik
faaliyetlerin küresel üretim ve ticaretteki kilit rolünün işletmeler, ülkeler
ve uluslararası iktisadi kuruluşlar tarafından farkına varılması ile birlikte,
lojistik hem kavramsal hem de uygulama açısından hızlı bir ilerleme kaydetmenin
yanısıra akademik dünyanın da dikkatini çekmiştir. Ayrıca lojistik
faaliyetlerin genellikle işletme dışından üçüncü bir taraftan hizmet alımı
mantığına dayalı olarak temin edilmesi, taraflar arasında işlemsel ve ilişkisel
bağların incelenmesi gereğini açığa çıkarmaktadır. Özellikle, üretici ve
ihracatçı firmaların üçüncü parti lojistik (3PL) hizmeti sağlayan firmalardan
temin ettikleri lojistik hizmetlerin kalitesi, ihtiyacı karşılama yeteneği ve
etkinliği, hizmet alan firmanın performans çıktıları üzerine anlamlı etkileri
gözlemlenmektedir. Bu model sayesinde; 3PL firmalarının zayıflıklarını ve güçlü
yönlerini fark etmelerine ve sunulan hizmetleri iyileştirmelerine ve müşterinin
neye ihtiyacı olduğunu daha iyi anlamalarına yardımcı olmanın yanısıra
literatüre katkı verilmesi hedeflenmektedir. Ayrıca çalışmanın örneklemi
Moldova’da yerleşik firmalardan kolayda örnekleme yöntemi kullanılarak ulaşılan
anahtar yanıtlayıcılardan oluşmaktadır. Çalışma verileri anket yöntemi ile elde
edilecektir. Çalışma elde edilen sonuç ve bulguların tartışılması ve
yorumlanması ile son bulmaktadır.

Keywords

Lojistik Hizmet Performansı, Güven, Memnuniyet, Pazar Performansı

THE EFFECTS OF SERVICE PERFORMANCE AND RELATIONSHIP QUALITY ON THE FIRM PERFORMANCE IN LOGISTICS SERVICE CONTEXT

Abstract

With the recognition of the key
role of logistics activities in global production and trade by businesses,
countries and international economic organizations, logistics has made rapid
progress in terms of both conceptual and implementation, and attracted the
attention of the academic world. In addition, the fact that logistics
activities are generally provided from a third party outside the enterprise
based on the logic of service procurement reveals the necessity of examining
the transactional and relational links between the parties. In particular, the
quality of logistics services, ability to meet the needs and efficiency
provided by third party logistics (3PL) have a significant effect on the
performance outputs of the manufacturers and exporters. This model is intended
to help the 3PL companies know their weaknesses and strengths, improve the
services offered and understand the needs of customers as well as contribute to
the literature. In addition, the sample of the study consisted of key
respondents from the firms located in Moldova using the easy sampling method.
Study data will be obtained by survey method. The study ends with discussion
and interpretation of the results and findings.

Keywords

Logistics Service Performance, Trust, Satisfaction, Market Performance

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