Impact of service quality, image and relational aspects on satisfaction and loyalty in logistics outsourcing relationships
by Jari Juga; Jouni Juntunen; Mari Juntunen
International Journal of Shipping and Transport Logistics (IJSTL), Vol. 4, No. 1, 2012

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.

Online publication date: Thu, 14-Aug-2014

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