World Review of Intermodal Transportation Research (3 papers in press)

Regular Issues

• Enhancing customer loyalty in the airline industry: the role of E-CRM and customer experience at Middle East Airlines  
  by Ali Kassir, Ahmad Ashaal, Ghada K.A. Ibrahim 
  Abstract: Developing customer loyalty in the highly competitive airline industry today depends more on providing exceptional, personalised customer experiences than merely offering efficiency and affordability. This research examines the impact of electronic customer relationship management (E-CRM) on customer loyalty, with customer experience playing a role as a mediator, in the context of Middle East Airlines (MEA). Information gathered from 351 passengers underwent analysis with the use of SPSS. Findings show that customer loyalty is significantly affected by E-CRM dimensions like security, problem-solving, and customer orientation, while technology by itself does not have a significant impact. The results emphasise the importance of customer experience in linking E-CRM strategies and loyalty. This research contributes to the growing body of knowledge on digital transformation in the airline industry and offers actionable insights for enhancing customer retention strategies through robust E-CRM systems. The information is especially important for airlines operating in culturally diverse and highly competitive markets.
  Keywords: electronic customer relationship management; E-CRM; customer loyalty; customer experience; airline industry; Middle East Airlines; MEA; digital customer management.
  DOI: 10.1504/WRITR.2025.10074564
   
  
• Assessing early-stage user experiences and perceived service quality of Dhakas MRT: insights from a developing country  
  by A.F.S. Ahad Rahman Khan, Nafisa Tabassum, Faria Afrin Prova, Tasnia Afrin, Md Asif Raihan, Md. Hadiuzzaman 
  Abstract: In developing countries, rapid urbanisation has led to significant transportation challenges, including traffic congestion and environmental degradation. Mass rapid transit (MRT) systems offer a potential solution to these issues. This study evaluates early-stage challenges and service quality of newly implemented MRT systems, focusing on Dhakas MRT Line-6. Using structural equation modelling (SEM) with data from 1,397 MRT users, key service quality factors were explored. Findings show that comfort and reliability are the main reasons passengers choose MRT, with many users previously relying on buses (60%), auto-rickshaws (15%), and motorcycles (7%). SEM analysis revealed significant relationships among service attributes, with a Comparative Fit Index (CFI) of 0.72, Tucker-Lewis Index (TLI) of 0.69, and a coefficient of determination (CD) of 0.97. The results highlight Affordability and accessibility as crucial for enhancing service quality. These insights provide valuable guidance for policymakers to improve MRT systems and address early user challenges.
  Keywords: mass rapid transit; MRT; service quality; affordability and accessibility; A&A structural equation modelling; SEM; developing countries.
  DOI: 10.1504/WRITR.2025.10075440
   
  
• Advanced statistical methods in green logistics and economic growth research: a bibliometric analysis with a focus on MENA countries  
  by Khaled Ben Abdallah, Hidaya Nouajaa 
  Abstract: This paper conducts a comprehensive bibliometric analysis of the nexus between green logistics and economic growth, with particular emphasis on the MENA region. It examines publications indexed in Scopus and Web of Science between 2000 and 2024. After defining relevant keywords and applying exclusion criteria, 85 scientific contributions were identified and analysed. The descriptive analysis reveals that benchmarking approaches, particularly those relying on composite indicators such as the green logistics performance index (GLPI) are the most adopted methods for assessing green logistics performance. To deepen the analysis, VOSviewer software was employed to generate visualisation maps based on cluster analysis of keywords as well as co-citation analysis, allowing a clearer identification of intellectual structures and thematic patterns within the field. Results highlight a pronounced geographic asymmetry in research output, alongside a notable surge in publications in recent years, reflecting the growing academic interest in this field. This dynamic is especially relevant for MENA countries, where better aligning green logistics performance with economic growth remains both a pressing challenge and a strategic opportunity.
  Keywords: green logistics; economic growth; bibliometric analysis; VOSviewer; MENA countries.
  DOI: 10.1504/WRITR.2025.10075767