The Effects of Physical Distribution Service Quality on E- Satisfaction and E-Loyalty in Consumers Who Shop Online

With the advent of technology, the increase in internet usage has led people to shift from traditional shopping to e-commerce. online shopping sites have become increasingly focused on the quality of physical distribution service, along with logistics, in terms of delivering products to consumers more reliably and quickly on the internet. Ensuring safe and trouble-free physical distribution contributes to the formation of esatisfaction and e-loyalty among customers. therefore, this research aims to examine the effect of physical distribution service quality on consumer e-satisfaction and e-loyalty of consumers who shop online. The research sample consists of 988 online shoppers above 18 years of age residing in Turkey. data were collected through an online survey and analyzed using a structural equation model. according to the research results, punctuality and delivery status have a positive impact on e-satisfaction, and esatisfaction has a positive impact on e-loyalty.