Title: Service quality, relationship quality, e-service quality, and customer loyalty in the container shipping service context: a moderated mediation model

Authors: Chun-Hsiung Liao; Chin-Shan Lu; Ying-Hsin Yu

Addresses: Department of Transportation and Communication Management Science, Institute of Telecommunications Management, National Cheng Kung University, Taiwan ' Department of Logistics and Maritime Studies, The Hong Kong Polytechnic University, Hong Kong ' Institute of Telecommunications Management, National Cheng Kung University, Taiwan

Abstract: This study examines the determinants of customer loyalty in container shipping from a freight forwarding company's perspective. We hypothesise that container carriers' service quality, relationship quality, and e-services will have a positive influence on customer loyalty of international freight forwarders. Data are collected from 233 freight forwarding companies in Taiwan. We found that service quality, relationship quality and e-services positively affect customer loyalty, whereas relationship quality has a mediating effect on the relationship between service quality and customer loyalty. Specifically, a moderated mediation model is tested and indicates that the indirect effect of service quality on customer loyalty through relationship quality is significant and stronger when freight forwarders experienced high levels of e-services. Theoretical and managerial implications from the research findings are discussed along with limitations and future research.

Keywords: container shipping; service quality; relationship quality; customer loyalty; e-service; electronic service; freight forwarder.

DOI: 10.1504/IJSTL.2024.137584

International Journal of Shipping and Transport Logistics, 2024 Vol.18 No.1, pp.1 - 29

Received: 06 Jan 2022
Accepted: 22 May 2022
Published online: 27 Mar 2024 *

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