ABSTRACT
The retail industry is a large service platform where national and international manufacturers bring their products to consumers. Today, the retail sector, both bricks-and-mortar and online, is developing and adapting to the changing needs of the customers. Depending on the changing demand patterns of the customers, one can notice that key success criteria of the sector transform as well. Rapid adaptation to changing requirements of the retail sector is necessary in order to survive in the increased competition and to increase the market share among the other companies. In order to analyze the sector in Turkey, retail brands that are selected from the largest 500 companies of Turkey (Capital 500 list) were examined using the relevant success criteria. Key success factors have been chosen from the existing literature about the retail sector. Firstly, retailing was examined in a theoretical framework to better undersand the elements that define the sector alongside technological capabilities of the sector. Additionally the effects of Covid-19 on e-retailing were also evaluated with the purpose of determining the changes forced upon the sector by the pandemic. In the light of the findings, the emerging companies, observed changes and directional shifts, and the size of the competition in Turkish retailing sector are discussed. Success criteria were chosen from the existing literature, and were weighted in accordance with importance ranks obtained through content analysis. Considering success criteria, DEA analysis has been carried out and the efficiency level of the companies has been evaluated. © 2023, The Author(s), under exclusive license to Springer Nature Switzerland AG.
ABSTRACT
The retail industry is a large service platform where national and international manufacturers bring their products to consumers. Today, the retail sector, both bricks-and-mortar and online, is developing and adapting to the changing needs of the customers. Depending on the changing demand patterns of the customers, one can notice that key success criteria of the sector transform as well. Rapid adaptation to changing requirements of the retail sector is necessary in order to survive in the increased competition and to increase the market share among the other companies. In order to analyze the sector in Turkey, retail brands that are selected from the largest 500 companies of Turkey (Capital 500 list) were examined using the relevant success criteria. Key success factors have been chosen from the existing literature about the retail sector. Firstly, retailing was examined in a theoretical framework to better undersand the elements that define the sector alongside technological capabilities of the sector. Additionally the effects of Covid-19 on e-retailing were also evaluated with the purpose of determining the changes forced upon the sector by the pandemic. In the light of the findings, the emerging companies, observed changes and directional shifts, and the size of the competition in Turkish retailing sector are discussed. Success criteria were chosen from the existing literature, and were weighted in accordance with importance ranks obtained through content analysis. Considering success criteria, DEA analysis has been carried out and the efficiency level of the companies has been evaluated. © 2023, The Author(s), under exclusive license to Springer Nature Switzerland AG.
ABSTRACT
Since the day first case was reported in Wuhan, Covid-19 pandemic has been greatly transforming our lives as well as our economic activities. Due to the lockdowns, many businesses closed their doors forever, while some others experienced unpredictable growth. Online retail is among the areas that has seen the greatest growth. Understanding the elements that contribute to success and survival of companies during the pandemic era and utilizing these elements to improve service quality crucial for any business. It is no secret that logistics operations also played and still plays a big role in mitigating the damage dealt by the pandemic. Therefore, logistics service quality is as important as the overall service quality. In this study, the service quality elements that play a role in success are discussed. Then the online retailers operating in Turkey are evaluated on the basis of these service quality elements. For this study a survey was conducted with 160 participants and the data gathered was then analyzed with regression analysis. The results indicate that logistics service quality (LSQ), physical distribution service quality (PDSQ), and response to costumer (RTC) elements play a significant role in ensuring survival and even success of companies during the pandemic. © 2022, The Author(s), under exclusive license to Springer Nature Switzerland AG.