Is logistics service quality a pathway to customer loyalty in the international freight forwarding industry? Online publication date: Mon, 03-Jun-2024
by G. Yoganandan; M. Vasan
International Journal of Logistics Systems and Management (IJLSM), Vol. 48, No. 1, 2024
Abstract: This study aims to examine the quality of services rendered by freight forwarders. The respondents of this study comprised 220 regular business to business (B2B) customers of freight forwarders in Chennai. The service quality measurement instrument developed by Parasuraman et al. (1988) was suitably modified and used in this study. The study proved that the dimensions such as tangibles and responsiveness highly influenced the perceived service quality (PeSQ). Also, an attempt was made to find out the inter-relation among the dimensions of PeSQ by using bivariate correlation. It was found that there existed a significant interlink between PeSQ, customer satisfaction (CSAT) and customer loyalty (CL). It indicated that the COVID-19 pandemic scenario and subsequent lockdowns did not affect the service rendered by the freight forwarders. Based on key study findings, we recommend the allocation of more funds for the improvement of logistics infrastructure to deliver enhanced quality services.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Logistics Systems and Management (IJLSM):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com
Our Blog 
Follow us on Twitter 
Visit us on Facebook