Title: Evaluating the effect of logistics service quality on customer satisfaction and loyalty

Authors: G. Yoganandan; M. Vasan; László Vértesy

Addresses: Department of Management Studies, Periyar University, Salem, 636-011, Tamil Nadu, India ' Department of Commerce, National College (Autonomous), Tiruchirappalli, 620-001, Tamil Nadu, India ' Department of Finance, Faculty of Economic and Social Sciences, Budapest University of Technology and Economics (BME), Budapest, 1117, Hungary

Abstract: International logistics is the critical linkage in the productivity of international supply chain operations. Notably, there are no such relevant studies during this current COVID-19 pandemic period, thus, require more evidence. Therefore, this research intends to evaluate the logistics service quality of international logistic service providers (freight forwarders) in Tuticorin, India. A questionnaire was derived from earlier studies to gather data from (N = 180) clients of freight forwarders. EFA and CFA were employed to extract variables. Further, the causal effect among the study constructs is assessed using SEM. The results confirm that tangibility, responsiveness, reliability, empathy, assurance, and value are positively correlated to the loyalty of customers whereas the safety dimension has a negative influence on it. This study proves that satisfaction also independently enhances customer loyalty. This study provides valuable insights for managers to improve customer loyalty to thrive in their business.

Keywords: logistics service providers; international logistics; loyalty; service quality; satisfaction; supply chain management.

DOI: 10.1504/IJSOM.2024.137991

International Journal of Services and Operations Management, 2024 Vol.47 No.4, pp.515 - 534

Received: 22 Nov 2021
Accepted: 04 Dec 2021
Published online: 16 Apr 2024 *

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