Title: Impact of service quality, image and relational aspects on satisfaction and loyalty in logistics outsourcing relationships
Authors: Jari Juga; Jouni Juntunen; Mari Juntunen
Addresses: Oulu Business School, University of Oulu, Box 4600, 90014 Oulu, Finland. ' Oulu Business School, University of Oulu, Box 4600, 90014 Oulu, Finland. ' Oulu Business School, University of Oulu, Box 4600, 90014 Oulu, Finland.
Abstract: This paper examines the links between service quality, customer satisfaction and loyalty in logistics outsourcing relationships. Besides service quality, also the moderating role of inter-firm relationships and service provider|s image are examined. A theoretical model is developed and tested with structural equation modelling using survey data from industrial companies in Finland. It is shown that perceived service quality influences the customer|s satisfaction which again affects loyalty. Inter-firm relationships and service provider|s image affect loyalty directly and indirectly through satisfaction.
Keywords: logistics outsourcing; service quality; service providers; service provider image; inter-firm relationships; customer satisfaction; customer loyalty; Finland; structural equation modelling; perceived quality.
International Journal of Shipping and Transport Logistics, 2012 Vol.4 No.1, pp.17 - 28
Published online: 14 Aug 2014 *Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article