The Effect of Logistics Service Quality on Customer Trust and an Application in Intermodal Transport Services

Abstract

Today, intermodal transportation is one of the modes of transportation that has become widespread. In intermodal transportation, where two or more types of transportation are used together without changing the transportation unit, road transportation is used at the beginning and end parts of the voyage that especially short distances. It is preferred and used extensively by users due to reasons such as lower transportation costs compared to single mode transportation and being a more environmentally friendly transportation with increasing environmental awareness. Therefore, the aim of this study is to determine how logistics service quality affects customer trust in intermodal transportation services. In the study, 118 users of an international company providing intermodal transportation services were reached. As a result of the regression analysis, it was found that logistics service quality positively affects customer trust. Order delivery quantity and order status dimensions, which are sub-dimensions of LSQ, were not statistically significant.