Logistics Service Quality of Online Shopping Websites During Covid-19 Pandemic

Abstract

AbstractSince the day first case was reported in Wuhan, Covid-19 pandemic has been greatly transforming our lives as well as our economic activities. Due to the lockdowns, many businesses closed their doors forever, while some others experienced unpredictable growth. Online retail is among the areas that has seen the greatest growth. Understanding the elements that contribute to success and survival of companies during the pandemic era and utilizing these elements to improve service quality crucial for any business. It is no secret that logistics operations also played and still plays a big role in mitigating the damage dealt by the pandemic. Therefore, logistics service quality is as important as the overall service quality. In this study, the service quality elements that play a role in success are discussed. Then the online retailers operating in Turkey are evaluated on the basis of these service quality elements. For this study a survey was conducted with 160 participants and the data gathered was then analyzed with regression analysis. The results indicate that logistics service quality (LSQ), physical distribution service quality (PDSQ), and response to costumer (RTC) elements play a significant role in ensuring survival and even success of companies during the pandemic.KeywordsLogistics service qualityPhysical distribution service qualityResponse to customersCustomer satisfactionCustomer Loyalty