Store closures, precautionary curfews and consumers' desire to avoid contact cause consumer purchases to shift to e-commerce during the pandemic. Thus, blockages and delays occur in the last delivery operations of the logistics activities carried out for the purpose of delivering the orders of consumers to their homes. The return of the disruptions caused by the excessive density in the distribution to the enterprises appear as complaints created by the consumers. Effective management of customer complaints plays an important role in ensuring customer satisfaction. On the other hand, the increase in customer complaints during the pandemic period; He emphasizes that digitalization is an inevitable situation for cargo companies. Within the scope of the research, it is to make suggestions for the future activities of cargo companies. For this purpose to analyze the complaints focus on during the pandemic process on the sikayetvar.com website using content analysis method. This study shows that suggestions were given to cargo companies to increase their complaint management performance as a result of the research.
Complaint Management, Digital Logistics, Customer Satisfaction, Cargo Businesses