Kargo Kullanıcılarının Önem Verdikleri Faktörlerin, Kargo Firmaları Tarafından Başarım Düzeylerinin İncelenmesi / The Achievement Level of Factors which Cargo Users Care about by Cargo Companies

Abstract

Abstract The service which is provided by courier companies that we often use in our daily life has a great importance for their customers. To deliver a received or sent cargo on time without having damage is one of the most effective factors that comprise this importance. From this point of view, the main purpose of this study is to determine the services that the customers set great care about and to find out to what extent can the courier companies fulfill these demands. For this purpose, in this study the evaluation of the companies by the customers are assessed by using importance-performance analysis. According to the obtained results, the factors which the customers set care the most are; “delivering the post without any deficiency”, “not to open” and “delivering to designated address”. The least important factors are; “to ask help while carrying the cargo”, “the physical conditions of the company” and “applying existing campaigns”. When we look at the courier companies, through the most preferred three companies: Yurtici Cargo, Aras Cargo and PTT Cargo, “PTT Cargo” has the highest performance average while “Yurtici Cargo” has the lowest. Oz Gunluk hayatimizda siklikla kullandigimiz kargo firmalarinin verdikleri hizmet, bu hizmeti alan kullanicilari icin buyuk onem arz etmektedir. Gonderilen veya alinan kargonun zamaninda teslim edilmesi, herhangi bir hasar gormemesi de bu onemin olusmasindaki en etkili unsurlardandir. Buradan hareketle bu calismanin ana amaci, kullanicilarin en cok onem verdikleri hizmetlerin belirlenmesi ve calistiklari kargo firmalarinin bu hizmetleri ne olcude yerine getirebildiklerinin ortaya cikarilmasidir. Bu amacla, bu calismada kullanicilarin kargo firmalarini degerlendirmeleri onem-basarim analizi kullanilarak olculmustur. Elde edilen sonuclara gore kullanicilarin en cok onem verdigi unsurlar; gonderinin eksiksiz teslimi, acilip kurcalanmamasi ve belirtilen adrese teslimidir. En az onem verdigi unsurlar ise; kargo tasinirken musteriden yardim istenmesi, firmanin fiziksel kosullari ve mevcut kampanyalarin uygulanmasidir. Kargo firmalarina bakildiginda, en cok kullanilan uc kargo firmasinda (Yurtici kargo, Aras kargo, PTT kargo) basarim ortalamasi en yuksek PTT kargo iken, en dusuk olan Yurtici kargodur.