Abstract
Purpose- The purpose of this study is to provide a case study for businesses which are actually carrying out or planning to carry out e-commerce activities, to select the most appropriate logistics business, based on the evaluations of the e-complaints. Methodology- This study is structured according to the case study pattern from the qualitative research method. In the scope of the research, thematic analysis method was used in the analysis of qualitative data. Findings- The most common complain by the customers is about delivery problems. It is understood that these complaints are followed by complaints about communication and staff, respectively. These are followed by product delivery problems, loss-damage problems, system problems, and finally return-related problems. Conclusion- Based on the findings it may be concluded that businesses that carry out e-commerce activities carry out their logistics services using their own sources or external resources. In practice, it is seen that in general, employing external resources is predominantly preferred. This study shows that logistics companies, customer service performances affect e-commerce companies. Compiled complaints show that the evaluation to be made according to customer satisfaction is important in the logistic business preference.
Published Version
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