On the relationships between logistics service deliverables, customer satisfaction and loyalty in industrial supply chains

Abstract

This study aims at identifying the main dimensions of logistics service quality (LSQ) and analysing their effects on satisfaction and loyalty in B2B settings. For this purpose an integrative structural model of logistics service performance impact on satisfaction and loyalty is proposed and tested in a self-built logistics setting. On evidence drawn, through a dedicated research instrument, from 213 companies in Greece, the effects of outcome and process elements of LSQ on satisfaction and loyalty are assessed. Results show that customers’ perception about their suppliers’ LSQ level is shaped by both outcome and process elements while outcome quality is further affected by process quality. Both dimensions impact satisfaction with outcome quality being the main driver. LSQ dimensions and satisfaction directly affect loyalty. Satisfaction’s hypothesised enhancing role on the association between LSQ dimensions and loyalty is confirmed. Finally, several implications of the findings are discussed and further research directions are provided.