The Role of Logistics Service Quality in Long-Term Partnership Development with Shippers
장팔선, Oh Kyoung Kwon, Minsung Kim · Supply Chain Forum an International Journal · 2014
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.