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

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.

Anahtar Kelimeler:

Lojistik Hizmet Performansı, Güven, Memnuniyet, Pazar Performansı

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

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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