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METHODOLOGY ARTICLE
The Regulatory Role of Logistics Information Technologies in the Effect of User Trust Tendencies on Logistics Service Quality in Exporter Enterprises
Ayşe Atabey Bölük 1
,
 
Hüsniye ÖRS 2
 
 
 
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1
Logistics Program, OSTİM Tecnical University, Turkey
 
2
International Trade and Finance Department, Ankara Hacı Bayram Veli University, Turkey
 
 
Submission date: 2025-05-27
 
 
Final revision date: 2025-07-23
 
 
Acceptance date: 2025-10-10
 
 
Publication date: 2025-12-16
 
 
Corresponding author
Ayşe Atabey Bölük   

Logistics Program, OSTİM Tecnical University, Turkey
 
 
Management 2025;(2):223-258
DOI: https://doi.org/10.58691/man/211895
 
 
Article (PDF)
References (61)
 
KEYWORDS
User Trust Tendency
Logistics Service Quality
Logistics Information Technology
Exporters
Logistics Service Enterprises
 
JEL CLASSIFICATION CODES
JEL Classification: L91
L86
M15
D83
 
TOPICS
ABSTRACT
Research background and purpose: The logistics sector, both globally and in Turkey, has become a strategically important and rapidly evolving industry. Technological advancements are reshaping service delivery, enabling faster and more efficient transportation. Within this dynamic landscape, understanding user expectations and perceived service quality is essential. This study investigates the impact of exporter enterprises’ trust tendencies toward logistics service providers on perceived logistics service quality, while also examining the moderating role of logistics information technologies (LIT). Design/methodology/approach: The study was conducted with exporter enterprises using services from five major logistics providers. A purposive sampling method was applied to target firms engaged in international trade. Data were collected via an online questionnaire; after removing 16 invalid responses, the final sample consisted of 434 enterprises. This exceeded the minimum sample size (n > 384) required by the infinite population formula. Data were analyzed using SmartPLS 2024. Findings: Exporter firms’ trust in logistics providers—especially regarding helpfulness and competence—significantly and positively affects perceived logistics service quality. However, as the use of LIT increases, the importance of interpersonal trust declines. Instead, system-based factors such as security and reliability gain prominence in shaping service quality perceptions. Value added and limitations: The study offers empirical evidence of the moderating effect of LIT in the trust–service quality relationship, contributing valuable insights for logistics professionals and exporter enterprises. However, its scope is limited to specific exporters and logistics firms. Future research should consider a broader range of enterprise types and examine trust–technology interactions in varied logistics contexts. Keywords: User Trust Tendency, Logistics Service Quality, Logistics Information Technology, Exporters, Logistics Service Enterprises JEL Classification: L91, L86, M15, D83
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