Investigating the mediator role of logistic service quality in relation between relationship flexibility and relationship satisfaction

Esra Ercan,Mazlum Çelik

doi:10.5937/intrev2103071e

Abstract

The aim of study is to investigate the mediator role of logistic service quality in relation between relationship flexibility and relationship. In order to get data, a questionnaire form was sent to 1627 business managers registered in Gaziantep Chamber of Industry and 366 of them returned. According to the results of the analysis made with the data collected, it was found that the relationship flexibility positively affects the logistics service quality and the logistic service quality to the relationship satisfaction. However, it was observed that the the relationship flexibility did not affect the relationship satisfaction significantly. In addition, Sobel test was applied to determine the mediation effect and the mediation role of logistics service quality was determined in the effect of relationship flexibility on relationship satisfaction.

Highlights

In markets where there is less stability, the demand is very volatile, which makes it difficult for companies in terms of capacity, order and resource planning against these variable demands [44]
Within the scope of the research, SEM was created to investigate the effect of the relationship flexibility on logistic service quality and the relation satisfaction
It was concluded that logistics service quality has a mediating role in the effect of relationship flexibility on relationship satisfaction

Summary

Introduction

In markets where there is less stability, the demand is very volatile, which makes it difficult for companies in terms of capacity, order and resource planning against these variable demands [44]. Relationship satisfaction is an important variable for all companies[1]. Relationship satisfaction does occur as a result of a selling but refers to a general emotional state that develops between the customer and the company[14] Relationship satisfaction is affected by many factors, from the trust, perceived value to communication [9] According to Yu et al.[46], relationship satisfaction is affected by relationship flexibility and logistics service quality. It is believed that the need for flexibility created by the uncertainty that becomes important and intensified day by day will contribute to the literature due to the determination of the effect of the service quality and the level of satisfaction with the business relations developed between enterprises

Methods

Results

Conclusion