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Title: Service quality, customer satisfaction and loyalty in the freight forwarding industry: the moderating role of animosity and CRM

Authors: K.E. Balaji; G. Yoganandan; M. Vasan

Addresses: Department of Management Studies, Periyar University, Salem, Tamilnadu, India ' Department of Management Studies, Periyar University, Salem, Tamilnadu, India ' Department of Commerce, National College (Autonomous), Tiruchirappalli, Tamilnadu, India

Abstract: The purpose of this study was to investigate the moderating effect of CRM and CA and the mediating effect of CSAT between LSQ and CL. Recent geopolitical events, particularly the political crises in many regions, have aggravated the operations of the ever-competitive freight forwarding industry. The authors gathered data from exporters in India (N = 240). To test the hypotheses, the study used AMOS software to carry out confirmatory factor analysis (CFA) and the Hayes PROCESS macro. The authors ran both models, i.e., 4 and the 12 of Hayes PROCESS macro, to test the mediation and moderated moderated-mediation hypotheses, respectively. The results proved the direct relationship between LSQ, CSAT and CL and confirmed the mediating effect of CSAT. This study also revealed that CA and CRM moderate the relationships between LSQ and CSAT and between LSQ and CL. This study recommends repackaging marketing communication strategies and repackaging marketing strategies while keeping in mind the sensitivities of clients. This study has robust theoretical and managerial implications.

Keywords: customer relationship management; CRM; customer animosity; customer loyalty; customer satisfaction; freight forwarders; logistics service quality.

DOI: 10.1504/IJBIR.2024.142660

International Journal of Business Innovation and Research, 2024 Vol.35 No.5, pp.1 - 29

Received: 14 Feb 2024
Accepted: 02 Oct 2024
Published online: 14 Nov 2024 *