Third Party Logistics Service Quality And The Moderating Role Of Switching Costs Between Customer Satisfaction And Behavioural Loyalty

A multitude of companies has already identified the need to create a loyal customer base and acknowledged maintaining existing customers and extending businesses with them are significantly less expensive than acquiring new customers. Therefore this thesis describes the development of a conceptual m...

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Main Author:	Chin, Sze Hui
Format:	Thesis
Language:	English
Published:	2014
Subjects:	HD28-70 Management Industrial Management
Online Access:	http://eprints.usm.my/46390/1/Chin%20Sze%20Hui24.pdf
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id	my-usm-ep.46390
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spelling	my-usm-ep.463902020-02-28T07:59:30Z Third Party Logistics Service Quality And The Moderating Role Of Switching Costs Between Customer Satisfaction And Behavioural Loyalty 2014-01 Chin, Sze Hui HD28-70 Management. Industrial Management A multitude of companies has already identified the need to create a loyal customer base and acknowledged maintaining existing customers and extending businesses with them are significantly less expensive than acquiring new customers. Therefore this thesis describes the development of a conceptual model to investigate the factors affecting customer behavioural loyalty towards third party logistics (3PL) provider involving factors such as logistics service quality (LSQ), customer satisfaction and switching costs. One hundred and seventy four sets of completed questionnaire were collected from 3PL customers in the manufacturing sector from industrial hubs throughout Malaysia. Using Partial Least Squares - Structural Equation Modeling (PLS-SEM) analysis approach, the findings revealed four out of the nine dimensions of LSQ have positive relationships with customer satisfaction. The second order factor, functional quality and technical quality have positive relationships with customer satisfaction. LSQ as the third order factor has positive relationship towards customer satisfaction and behavioural loyalty. Customer satisfaction is a partial mediator in the relationship between LSQ and behavioural loyalty. Only procedural switching cost is a moderator towards the relationship between customer satisfaction and behavioural loyalty. Therefore, spurious loyalty is revealed in the relationship between customer satisfaction and behavioural loyalty when procedural switching cost exists. The findings of this study will help practitioners such as 3PL providers maintain close relationships with customers. 2014-01 Thesis http://eprints.usm.my/46390/ http://eprints.usm.my/46390/1/Chin%20Sze%20Hui24.pdf application/pdf en public masters Universiti Sains Malaysia Pusat Pengajian Pengurusan
institution	Universiti Sains Malaysia
collection	USM Institutional Repository
language	English
topic	HD28-70 Management Industrial Management
spellingShingle	HD28-70 Management Industrial Management Chin, Sze Hui Third Party Logistics Service Quality And The Moderating Role Of Switching Costs Between Customer Satisfaction And Behavioural Loyalty
description	A multitude of companies has already identified the need to create a loyal customer base and acknowledged maintaining existing customers and extending businesses with them are significantly less expensive than acquiring new customers. Therefore this thesis describes the development of a conceptual model to investigate the factors affecting customer behavioural loyalty towards third party logistics (3PL) provider involving factors such as logistics service quality (LSQ), customer satisfaction and switching costs. One hundred and seventy four sets of completed questionnaire were collected from 3PL customers in the manufacturing sector from industrial hubs throughout Malaysia. Using Partial Least Squares - Structural Equation Modeling (PLS-SEM) analysis approach, the findings revealed four out of the nine dimensions of LSQ have positive relationships with customer satisfaction. The second order factor, functional quality and technical quality have positive relationships with customer satisfaction. LSQ as the third order factor has positive relationship towards customer satisfaction and behavioural loyalty. Customer satisfaction is a partial mediator in the relationship between LSQ and behavioural loyalty. Only procedural switching cost is a moderator towards the relationship between customer satisfaction and behavioural loyalty. Therefore, spurious loyalty is revealed in the relationship between customer satisfaction and behavioural loyalty when procedural switching cost exists. The findings of this study will help practitioners such as 3PL providers maintain close relationships with customers.
format	Thesis
qualification_level	Master's degree
author	Chin, Sze Hui
author_facet	Chin, Sze Hui
author_sort	Chin, Sze Hui
title	Third Party Logistics Service Quality And The Moderating Role Of Switching Costs Between Customer Satisfaction And Behavioural Loyalty
title_short	Third Party Logistics Service Quality And The Moderating Role Of Switching Costs Between Customer Satisfaction And Behavioural Loyalty
title_full	Third Party Logistics Service Quality And The Moderating Role Of Switching Costs Between Customer Satisfaction And Behavioural Loyalty
title_fullStr	Third Party Logistics Service Quality And The Moderating Role Of Switching Costs Between Customer Satisfaction And Behavioural Loyalty
title_full_unstemmed	Third Party Logistics Service Quality And The Moderating Role Of Switching Costs Between Customer Satisfaction And Behavioural Loyalty
title_sort	third party logistics service quality and the moderating role of switching costs between customer satisfaction and behavioural loyalty
granting_institution	Universiti Sains Malaysia
granting_department	Pusat Pengajian Pengurusan
publishDate	2014
url	http://eprints.usm.my/46390/1/Chin%20Sze%20Hui24.pdf
_version_	1747821661229416448

Third Party Logistics Service Quality And The Moderating Role Of Switching Costs Between Customer Satisfaction And Behavioural Loyalty

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