THE IMPACT OF LOGISTICS SERVICE QUALITY IN E-COMMERCE ON SATISFACTION WITH ONLINE SHOPPING AND PURCHASE INTENTION

E-commerce activities have begun to take place among the important activities of our daily lives. The concept of electronic commerce, which emerged especially with the development of the internet and computers, has led to radical changes for many businesses. While it is possible to carry out all activities electronically in e-commerce, the only process that does not take place electronically is logistics activities. From this perspective, logistics processes in electronic commerce appear as the most important element in ensuring customer satisfaction. In addition, consumers' demands and purchasing preferences change along with businesses. Logistics operations have started to take an important place in e-commerce activities, especially in consumer preferences and demands. This study aims to investigate the effect of logistics service quality in e-commerce processes on consumers' shopping satisfaction and shopping intention. For this purpose, a survey is conducted on 476 participants who are international trade and logistics employees or have received training, and the quantitative research method is used. The data obtained as a result of the research are analyzed through the SPSS (Statistical Package for Social Sciences) program. Within the scope of this research, the effect of logistics service quality on consumers' shopping satisfaction and shopping intention in e-commerce is empirically examined. Correlation and regression analyses were performed on the data collected in the study. As a result of the research, while the effect of logistics service quality in e-commerce on shopping satisfaction was determined, its effect on shopping intention was not determined. This research aims to fill the gap in the relevant literature by measuring the impact of the hypotheses.