The Role of Technology Level and Logistics Performance on the Relationship Between Logistics Service Quality and Firm Performance

Abstract

The main purpose of this study is to examine the relationship between logistics service quality, logistics performance, firm performance, and technology. Survey data, which was collected from 572 industrial consumers operating in Turkey by stratified sampling method, were analyzed and compared by factor analysis and SEM. According to the results of the analysis, the data indicate that the quality of logistic service affects logistic performance and firm performance positively and directly. Also, it is clear from the results that the mediation role of logistic performance and its indirect impact are important in the effect of logistic service quality on firm performance. In the effect of the quality of logistic performance on firm performance, the role of technology in moderation is understood. It is also stated that when the moderation role of technology in the logistic service quality affects firm performance, logistic performance has also the mediation role.

Promoting perceived service quality and organisational performance through customer retention strategies: the moderating role of ICT

“…As anticipated, the study found out that perceived service quality impacts positively on organisational performance. The results concur with earlier studies by Kayapınar and Lorcu (2020), Chikazhe and Nyakunuwa (2022) and Feng et al. (2021).…”

“…The quality of service offered by the business has an influence on its growth (Kayapınar and Lorcu, 2020;Chikazhe and Nyakunuwa, 2022;Feng et al, 2021). Kayapınar and Lorcu (2020) looked at how employee empowerment and training affected how customers perceived the quality of the services.…”

“…The quality of service offered by the business has an influence on its growth (Kayapınar and Lorcu, 2020;Chikazhe and Nyakunuwa, 2022;Feng et al, 2021). Kayapınar and Lorcu (2020) looked at how employee empowerment and training affected how customers perceived the quality of the services. The study's findings support the idea that employee empowerment and training have a positive impact on how well services are perceived, which has a positive knock-on effect on business expansion.…”

“…Evidence from literature show that there are direct relationships amongst customer retention, service quality and firm performance (Kayapınar and Lorcu, 2020;Chikazhe and Nyakunuwa, 2022;Feng et al, 2021). A study by Chikazhe and Nyakunuwa (2022) indicated that service quality has a positive influence on firm performance.…”