Kargo Sektöründe Hizmet kalitesi, Müşteri Memnuniyeti ve Sadakat İlişkisi: Bir Aracılık Modeli
The Relationship Between Service Quality, Customer Satisfaction and Loyalty in the Cargo Industry: A Mediator Model

Summary/Abstract: Purpose – The aim of this study is to determine the effect of service quality perceived by the senders from the cargo companies on customer satisfaction and loyalty. In addition, this study evaluates the mediating role of customer satisfaction in the effect of service quality on loyalty. Design/methodology/approach – In this study, quantitative research methods were applied, and data was collected through surveys from cargo senders residing in Gaziantep. To reveal the construct validity and reliability of the scales, exploratory factor analysis (KFA), reliability analysis and confirmatory factor analysis (CFA) were applied, respectively. With 409 obtained and usable data, the mediating role of customer satisfaction in the effect of service quality on loyalty was tested using the Process Macro method, which is as an extension of SPSS. This method allows testing multiple regression between variables and the mediation effect at the same time. Findings – As a result of the analysis, it was seen that service quality affects customer satisfaction and loyalty, and customer satisfaction also affects loyalty. In addition, it has been determined that customer satisfaction has a mediating role in the effect of service quality on loyalty. Thus, all the hypotheses of the research were accepted. Discussion – Cargo companies, whose services were more standard in the past, differ from one another with the quality of service they offer today. The way to obtain more satisfied and more loyal cargo customers is to offer high service quality. Features such as paying close attention to problems while providing service to customers and being fast and accurate in delivery increase service quality and create more satisfied customers. Satisfied cargo customers show loyalty. All these findings are compatible with previous studies.

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