The role of logistics service quality in long-term partnership development with shippers

• Autores: Palseon Jang, Oh Kyoung Kwon, Minsung Kim
• Localización: Supply Chain Forum: International Journal, ISSN-e 1624-6039, Vol. 15, Nº. 2, 2014
• Idioma: inglés
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• Resumen

  • The purpose of this study is to develop a logistics service quality index (LSQI) for the logistics market. Using the resulting LSQI, the relationships among LSQI, customer satisfaction, repurchase intention, and long-term partnership intention are also tested. The process of developing LSQI includes in-depth interviews from experts and managers in logistics area and two stages of extensive survey. A series of scale-refinement processes resulted in the final 24 measurement items and 6 dimensions; Timeliness, Accuracy, Availability, Reliability, Visibility, and Valuability. As a result of examining the hypothesized relationships among constructs, visibility showed significant influence on customer satisfaction for both electronics and food/beverage industries. However, distinctive influencers are also identified for each industry, such as valuability for electronics and reliability for food/beverage industry. In terms of the relationships among customer satisfaction, repurchase intention, and long-term partnership intention, repurchase intention plays a significant mediation role