Impact of service quality, image and relational aspects on satisfaction and loyalty in logistics outsourcing relationships

Juga, Jari; Juntunen, Jouni; Juntunen, Mari

doi:10.1504/ijstl.2012.044133

Cited by 17 publications

(12 citation statements)

References 60 publications

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“…This confirmed the examination [23] predicating how the overall satisfaction with the perceived carrier's SQ positively influences the buyer's loyalty. The importance of the relationship between the SQ and the passengers' satisfaction with it can be better understood if taking into consideration that frequent travelers account for 80 % of the airline passenger revenue, confirming that the frequent flyers generally travel more than 10 times per year, or approximately every 4-5 weeks on average [24], and that all connecting flights are constrained with the risk of misconnections and discomfort.…”

Section: Relationship Between Carrier Los and The Passengers' Satisfasupporting

confidence: 75%

A decision support tool for evaluating decision options for out-bound flight delays considering high-valuable passengers

Radivojevic

Milbredt

2015

Eur. Transp. Res. Rev.

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Introduction Though studies show that arriving on-time is the service characteristic most valued by the air passengers and passenger service coordinators are consulted in the operation disruptions, passengers rarely drive operational decisionmaking in the disruption management of an airline. Taking into consideration airlines' seeking the prevention of losing passengers' goodwill in situations where the level of service quality (SQ) performed is not as high as the promoted one, this research is focused particularly on an influence of delayed connecting (or in-bound) high-fare passengers on making decisions on onward delays. Operationally seen, connecting passengers are of a particular importance for airlines, since they are already involved in their operations-flow, while becoming in this way the third most important airlines' aspect of operations, succeeding aircraft and crew. On the other hand, exclusive travellers such as first class and elite-status, contracted corporate members, and business passengers are considered as the high-valuable passengers, who are enough (financially) worth to the airline, particularly for to be waited for if they are delayed in arriving with an in-bound flight. Based upon an examination made from the airlines' operational point of view and for determined prioritization strategy, a Decision Support System (DSS) tool, named DEVOTED DSS Tool, for use in the disruption management of the Airline Operation Control Centre (AOCC) is presented. For assisting the airline operation controllers in decisions on whether to delay the departure of out-bound flights in order to wait for arriving-delayed highfare passengers from an in-bound flight, an influence of these passengers' satisfaction on making decisions on onward delays, the passenger segmentation per flight, associated consequences in terms of the Level of Service (LOS) performed by the carrier and the one perceived by the passengers, as well as the accompanying costs are taken into account. Methods The designed tool incorporates the key elements of Human-Centred Design (HCD) relying on a multi-criteria algorithm making-up its decision making process for evaluation of decision options and making suggestion. Being scenariodriven and knowledge-based the tool implements the airline prioritisation policies. Hereby, the level of service quality delivered by the air carrier and the level of service quality expected and perceived by the high-fare passengers are determined quantitatively by employing a created LOS-model which relies on the basic categorization rules of the Kano's quality model. Results For testing of the tool, two scheduled airlines with two different prioritization strategies and operating on the same flight route between the same origin-destination airports (i.e. city-pairs) are taken. Though the testing is real-world data based, in order to expose a tangible aim and capabilities of the designed tool, the testing scenarios are constructed in such a way to reflect specific borderline operational situations, while emph...

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Section: Relationship Between Carrier Los and The Passengers' Satisfasupporting

confidence: 75%

A decision support tool for evaluating decision options for out-bound flight delays considering high-valuable passengers

Radivojevic

Milbredt

2015

Eur. Transp. Res. Rev.

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“…The relationships between perceived quality, perceived value and satisfaction have been widely studied (e.g. Juga et al 2012;Park et al 2004). In B2C transport literature there are several evidences supporting these relations (Mahmud et al 2013).…”

Section: Proposed Model and Hypothesesmentioning

confidence: 99%

Satisfaction and Loyalty in B2b Relationships in the Freight Forwarding Industry: Adding Perceived Value and Service Quality Into Equation

2018

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This paper focuses on analysing the determinants of satisfaction (service quality, perceived value), as well as its possible influence on customer loyalty of freight forwarders to freight transport service providers (by road/maritime/air) in Spain. To this end, we propose a causal model tested using information from 205 freight forwarders collected through personal interviews. The model was estimated using the Partial Least Squares (PLS) approach. Moreover, the existence of differences in the perceptions on the analysed variables between transport modes is tested through ANOVA. Results show that service quality has an influence on customer satisfaction, both directly, as well as through perceived value. In turn, it is confirmed the relationship between satisfaction with the transportation company and customer loyalty. Furthermore, there are significant differences in quality dimensions and satisfaction between transport modes. This study confirms the importance of service quality and perceived value to promote the link between chain actors: freight forwarder and transport service provider. The main aim of this research is to go deeper into the study of satisfaction and loyalty of freight forwarders to freight transport service providers. Findings provide evidence about differences in the dimensionality of service quality between B2C and B2B settings and, even in the latter, differences between freight forwarding services and other industries are observed. The present paper is one of the few studies that obtains relevant information about several transport modes simultaneously and the findings reinforce the notion that perceptive processes in each of them are different.

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“…Four items belonged to brand image which adopted from the previous research by Chang Liu [31] and Juga [32]. It consists of i.e (1) the perception if GA Cargo was the best brand in the industry (2) GA Cargo was good quality (3) GA Cargo had better reputation than any other brand (4) GA Cargo was recommended by many.…”

Section: Research Instrumentmentioning

confidence: 99%

“…Further about the customer satisfaction variables which consist of five indicators. It was adopted from the previous research by Juga et al [32]; Le et al, [29]. It was reflected with questions i.e (1) providing services in a timely manner (2) if the customers were satisfied with the GA Cargo management (3) satisfied with price (4) if they thought it was the right choice to use GA Cargo services (5) overall experience was satisfying with GA Cargo.…”

Section: Research Instrumentmentioning

confidence: 99%

The Effect of Service Quality and Brand Image in the Air Cargo Industry on Customer Satisfaction and Loyalty of PT Garuda Indonesia (Persero) Tbk

Maharani¹,

Wahyuni²

2021

Proceedings of the International Conference on Business and Engineering Management (ICONBEM 2021)

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Air cargo is the only business that survived during the pandemic of Covid-19 for airline company especially Garuda Indonesia. Most of the airline companies made a new strategy related to their cargo business by forming preighters or converting their planes completely into cargo planes which further increased the competition between airlines in Indonesia. Garuda Indonesia, as the dominator of the cargo market in Indonesia, both domestically and internationally, needs to maintain its business so that it is not replaced by other airlines. As a company engaged in the service sector of delivering goods from port-to-port, improving service quality is an important aspect to increase competitive advantage and brand image is a supporting factor in sales, so this research is aimed to see the effect of service quality and brand image on customer loyalty directly and indirectly with the mediation of customer satisfaction. This study was analysed by using SEM-PLS and IPMA methods to see the relationship between the variables. It contributes to both managerial and theoretical customer behaviour through empirical data research based on surveys distributed to 118 freight forwarders in the Jabodetabek region, who cooperate with Garuda Indonesia Cargo. Through this research, it was found that there is a need for service improvement in the form of safe payment transactions and promotional products that can increase customer loyalty.

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Impact of service quality, image and relational aspects on satisfaction and loyalty in logistics outsourcing relationships

Cited by 17 publications

References 60 publications

A decision support tool for evaluating decision options for out-bound flight delays considering high-valuable passengers

A decision support tool for evaluating decision options for out-bound flight delays considering high-valuable passengers

Satisfaction and Loyalty in B2b Relationships in the Freight Forwarding Industry: Adding Perceived Value and Service Quality Into Equation

The Effect of Service Quality and Brand Image in the Air Cargo Industry on Customer Satisfaction and Loyalty of PT Garuda Indonesia (Persero) Tbk

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