Lojistik hizmet kalitesi ile firma performansı arasındaki ilişkide lojistik performansı ve teknoloji düzeyinin rolü
Küçük Resim Yok
Tarih
2016
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Trakya Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Hem nihai hem de endüstriyel müşteriler, ürün ve hizmetlerde en iyi kaliteyi beklemekte, üreticiler de müşterilerinin bu beklentilerini karşılamak istemektedirler. Son yıllarda küresel ekonomik sistemlerde meydana gelen gelişmeler ışığında, birçok firma kaliteyi arttırmak, müşteri beklentilerini karşılamak ve kendi faaliyet alanlarına daha iyi odaklanabilmek için lojistik ve lojistik kalite konularına önem vermektedir. Bu araştırma üç temel amaçtan oluşmaktadır. Bunlardan ilki; lojistik hizmet kalitesinin, lojistik performansa ve firma performansına doğrudan etkisinin olup olmadığını ölçmektir. İkinci amaç; lojistik hizmet kalitesinin firma performansına etkisinde, lojistik performansın aracılık rolünü incelemek ve üçüncü amaç ise lojistik hizmet kalitesinin, lojistik performansı ve firma performansı üzerindeki doğrudan ve dolaylı etkilerinde teknolojinin düzenleyicilik rolünü araştırmaktır. Bu amaçlar doğrultusunda; araştırmanın ilk iki bölümünde konu ile ilgili kavramlar açıklanarak daha önce yapılmış olan çalışmalar incelenmiştir. Son bölümde ise Edirne, Kırklareli ve Tekirdağ'da faaliyette bulunan, tabakalı örneklem yöntemi ile seçilen 572 endüstriyel tüketiciden yüz yüze anket uygulanarak elde edilen veriler, IBM SPSS Statistics 23.0 ve Lisrel 8.82 istatistik paket programları kullanılarak sırasıyla frekans analizi, faktör analizi yapılmış ve araştırmanın amacı doğrultusunda dört tane model oluşturularak yapısal eşitlik modellemesi (YEM) yöntemi ile test edilmiştir. İlk modelde, lojistik hizmet kalitesinin lojistik performansı ve firma performansı üzerinde doğrudan ve lojistik performansı üzerinden de firma performansına dolaylı etkilerinin olduğu belirlenmiştir. İkinci modelde, lojistik hizmet kalitesinin lojistik performansı ve firma performansı üzerindeki doğrudan ve dolaylı etkilerinde teknolojinin düzenleyici etkisinin olduğu ortaya konulmuştur. Üçüncü modelde, hem lojistik hizmet kalitesinin tek başına hem de teknolojinin düzenleyici etkisiyle firma performansında doğrudan ve lojistik performansı üzerinden dolaylı etkilerinin olduğu belirlenmiştir. Dördüncü modelde ise lojistik hizmet kalitesinin, teknolojinin ve teknolojinin düzenleyici etkisi ile lojistik hizmet kalitesinin ayrı ayrı firma performansı üzerinde doğrudan ve lojistik performansın aracılık rolü ile dolaylı etkilerinin olduğu tespit edilmiştir. Ayrıca tüm modeller, ?2/df, RMSEA, CFI, NFI, GFI, AGFI, RMR, SRMR PNFI, PGFI, AIC, CAIC ve ECVI uyum indeksleri çerçevesinde karşılaştırılmış ve yorumlanmıştır.
Both end customers and industrial customers expect the best quality in products and services and producers wish to fulfill their customers' expectations. In recent years, within the frame of developments in global economic systems, many facilities pay attention to logistics and logistics quality issues in order to increase quality, fullfil customer expectations and focus more on their own field of activities. This research is composed of three main purposes. The first one is to measure whether there is a direct effect of logistics service quality on logistics performance and company performance or not. The second one is to investigate the logistics performance mediation role in logistics service quality's effects on company's performance. The third one is to research technology's moderation role of logistics service quality on direct and indirect effects of logistics performance and company performance. By these objectives; the concepts related to the subject are explained and previous works examined in the first two parts of this research. In the last part, the data acquired by face to face survey, selected by stratified sampling method, from 572 active industrial customers in Edirne, Kırklareli and Tekirdag analyzed by IBM SPSSStatistics 23.0 and Lisrel 8.82 statistics package programs. Frequency analysis and factor analysis are applied to the data in order and four models have been constituted within the scope of the research and they have been tested by structural equation modelling method. In the first model, it has been determined that logistics service quality has direct effect on logistics performance and company performance and indirect effect on company performance via logistics performance. In the second model, it has been presented that technology has moderation effect on direct and indirect effects of logistics service quality on logistics performance and company performance. In the third model, it has been designated that both logistics service quality on its own and moderation effect of technology have direct effect on company performance and indirect effect on logistics performance. In the fourth model, it has been confirmed that logistics service quality by technology and moderation effect of technology and logistics service quality's direct effects on respective company performances and indirect effects by mediation role of logistics performance. In addition, all the models have been compared and interpreted within ?2/df, RMSEA, CFI, NFI, GFI, AGFI, RMR, SRMR, PNFI, PGFI, AIC, CAIC, and ECVI fit indices.
Both end customers and industrial customers expect the best quality in products and services and producers wish to fulfill their customers' expectations. In recent years, within the frame of developments in global economic systems, many facilities pay attention to logistics and logistics quality issues in order to increase quality, fullfil customer expectations and focus more on their own field of activities. This research is composed of three main purposes. The first one is to measure whether there is a direct effect of logistics service quality on logistics performance and company performance or not. The second one is to investigate the logistics performance mediation role in logistics service quality's effects on company's performance. The third one is to research technology's moderation role of logistics service quality on direct and indirect effects of logistics performance and company performance. By these objectives; the concepts related to the subject are explained and previous works examined in the first two parts of this research. In the last part, the data acquired by face to face survey, selected by stratified sampling method, from 572 active industrial customers in Edirne, Kırklareli and Tekirdag analyzed by IBM SPSSStatistics 23.0 and Lisrel 8.82 statistics package programs. Frequency analysis and factor analysis are applied to the data in order and four models have been constituted within the scope of the research and they have been tested by structural equation modelling method. In the first model, it has been determined that logistics service quality has direct effect on logistics performance and company performance and indirect effect on company performance via logistics performance. In the second model, it has been presented that technology has moderation effect on direct and indirect effects of logistics service quality on logistics performance and company performance. In the third model, it has been designated that both logistics service quality on its own and moderation effect of technology have direct effect on company performance and indirect effect on logistics performance. In the fourth model, it has been confirmed that logistics service quality by technology and moderation effect of technology and logistics service quality's direct effects on respective company performances and indirect effects by mediation role of logistics performance. In addition, all the models have been compared and interpreted within ?2/df, RMSEA, CFI, NFI, GFI, AGFI, RMR, SRMR, PNFI, PGFI, AIC, CAIC, and ECVI fit indices.
Açıklama
Doktora
Anahtar Kelimeler
İşletme, Business Administration
