Logistics Flexibility, Relationship Flexibility, and Logistics Service Quality: The Moderating Role of Environmental Uncertainty

Abstract

This study examined the moderating role of environmental uncertainty on the connection between logistics flexibility, relationship flexibility, and logistics service quality. This study covered large and medium- sized companies operating in the Gaziantep Organized Industrial Zone. Company lists were created based on records in the Gaziantep Chamber of Industry. A questionnaire was sent to a total of 1627 companies by e-mail and company managers were asked to fill in the online questionnaire. The managers of 356 companies fully completed the questionnaire. SPSS Process Macro V3.4 was used to calculate the moderator effects of environmental uncertainty. The macro also reported the effect level of independent variables on dependent variables. According to the results of the analysis, logistics flexibility and relationship flexibility affected logistics service quality, positively and significantly. Besides, environmental uncertainty had a moderator role in the relationship between logistics flexibility and logistics service quality. There were some limitations. A questionnaire was used as a data collection tool in the study. Thus, personal perceptions of the participants could be apparent in the information given about the company since questionnaire data was formed in accordance with statements given by the respondents. In future researches, it is recommended that measurement tools that can determine environmental uncertainty more objectively could be used on a sectoral basis to secure clearer results. It is recommended that companies take into account environmental uncertainty when determining a strategy(s) to enhance the quality of logistics services.

Evaluating Logistics Flexibility in Istanbul-Based Companies Using Interval-Valued Fermatean Fuzzy SWARA

“…• Ercan and C ¸elik [5] analyzed the relationship between logistics flexibility, relational flexibility, and logistics service quality, considering environmental uncertainty as a moderating variable.…”

“…Maldonado-Guzman et al [4] highlighted logistics flexibility as an essential competency for companies striving for heightened competitiveness. Specifically, logistics flexibility is recognized for its role in enhancing the https://doi.org/10.56578/jimd020404 capacity of logistics service providers, integrating logistics operations, and fostering connectivity and innovation in response to customer needs [5].…”

“…Ercan and C ¸elik [5] posited that logistical flexibility is crucial in evaluating the alignment between the quality of logistics services and customer expectations in the offered segment. It is posited that entities or departments responsible for these services should fully leverage logistical flexibility to meet these expectations.…”