A framework for measuring customer loyalty for 3PL industry: A case of evolving market
Document Type
Article
Publication Date
6-30-2021
Abstract
This research aims to propose a framework for measuring customer loyalty for third party logistics (3PL) industry by exploring the attributes that are more attractive to customers and ascertain the mechanisms for increasing customer loyalty in 3PL industry. Design/methodology/approach Data were collected from one hundred and thirty-three (133) respondents who were employees of different industries that outsource 3PL services. The partial least square structural equation modeling (PLS-SEM) was deployed for analysis. Findings The results showed that service quality has a significant positive impact on customer orientation, customer satisfaction and relationship quality. On the other hand, customer orientation has been observed to positively impact customer satisfaction but an insignificant impact on customer loyalty and relationship quality. Customer satisfaction has a significant positive impact on relationship quality but an insignificant impact on customer loyalty. Also, relationship quality has a significant positive impact on customer loyalty. Practical implications The results recommend that 3PL companies' managers focus more on developing quality relationships with their customers, delivering exemplary service quality and offering customer orientation. Originality/value This study will help the stakeholders gain much more understanding and insights on how competitive advantage can be achieved and, consequently, help 3PL become the market leaders.
Keywords
Service quality (SERVQUAL), Customer orientation, Customer satisfaction, Customer loyalty, Relationship quality
Publication Title
Benchmarking-An International Journal
Volume
28
Issue
6
Publisher
Emerald Group Publishing Ltd