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The Effect of Logistics Service Quality on Customer Loyalty through Relationship Quality in the Container Shipping Context

机译：集装箱运输环境中物流服务质量对客户忠诚度的影响

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摘要

The objective of this research is to explore the role of logistics service quality in generating shipper loyalty, considering relationship quality in the unique context of container shipping. This is to fill the gaps revealed in the current understanding of ocean carrier-shipper relationships, particularly the lack of studies attempting to investigate shippers' future intentions to use the same carrier as opposed to the previous studies that focused on carrier selection criteria or on shippers' satisfaction with the service attributes. Soft concepts such as customer loyalty and logistics service quality have been increasingly explored in a variety of industries to offer further insight into the relationship issues. However, it was discovered that relatively few studies on this topic have been conducted in the context of maritime transport. The theoretical model is tested on data collected through a postal questionnaire survey of 227 freight forwarders in South Korea. Structural equation modeling (SEM) is employed to rigorously examine relationships among the extensive set of key variables simultaneously in a holistic manner. The findings demonstrate that container shipping lines should develop a high level of logistics service quality as well as relationship quality in order to attain higher (beyond mere satisfaction) levels of shippers' loyalty.
机译：这项研究的目的是在集装箱运输的独特背景下考虑关系质量，探讨物流服务质量在提高托运人忠诚度中的作用。这是为了填补当前对海洋承运人与托运人关系的了解中所揭示的空白，尤其是缺乏研究试图调查托运人未来使用同一承运人的意图的研究，而以前的研究则侧重于选择承运人选择标准或托运人对服务属性的满意度。在各个行业中，越来越多地探索诸如客户忠诚度和物流服务质量之类的软概念，以提供对关系问题的进一步了解。然而，已经发现在海上运输的背景下进行了相对较少的研究。该理论模型通过对韩国227名货运代理的邮政问卷调查收集的数据进行了测试。结构方程模型（SEM）用于以整体方式同时严格检查大量关键变量之间的关系。研究结果表明，集装箱航运公司应提高物流服务质量和关系质量，以达到更高（不仅仅是满意度）的托运人忠诚度水平。

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