Exploring the impact of logistics service quality on customer satisfaction, trust and loyalty in bus transport
International Journal of Quality and Service Sciences
ISSN: 1756-669X
Article publication date: 30 September 2024
Issue publication date: 25 November 2024
Abstract
Purpose
Developing an optimal strategy for maintaining quality customer relationships in the logistics industry is critical for achieving long-term benefits. This study aims to examine the relationship between logistics service quality (LSQ), customer satisfaction, trust, and behavioral loyalty in the context of Khon-Kaen Bus Terminal 3 in Thailand. The purpose is to understand how service quality influences customer trust and loyalty in the context of bus transport.
Design/methodology/approach
Face-to-face questionnaires were administered to 338 experienced bus transport users at Khon-Kaen Terminal 3. A quantitative approach was utilized, employing partial least squares structural equation modeling to analyze the relationships between logistics operations, after-sales service quality, customer satisfaction, trust and loyalty.
Findings
The results reveal that both logistics operations service quality and after-sales service quality positively impact customer satisfaction and trust. Trust, in turn, significantly influences customer loyalty, and it is enhanced when customers receive satisfactory services. The study demonstrates that customer loyalty is strengthened by building trust and providing a high-quality logistics service, confirming the significant relationship between LSQ and loyalty.
Research limitations/implications
While this study acknowledges the challenge posed by Khon-Kaen Terminal 3’s strong monopoly, it also recognizes that users may have limited alternatives. Consequently, the research highlights the difficulty in accurately measuring customer loyalty.
Originality/value
This study contributes to the literature by examining LSQ in a Thai context, offering new perspectives on customer loyalty in the bus transport sector. It provides practical recommendations for improving customer relationships and gaining a competitive advantage in the logistics industry.
Keywords
Acknowledgements
Author, Raksmey Sann, would like to express great appreciation to the associate editor, editor and anonymous reviewers for their comments and recommendations to make our manuscript stronger and clearer.
Author contributions: Raksmey Sann: Conceptualization, Methodology, Software, Validation, Formal analysis, Investigation, Resources, Data Curation, Supervision, Writing – Original Draft, Writing – Review & Editing, Visualization, Project administration, Funding acquisition. Pipat Pimpohnsakun: Conceptualization, Methodology, Software, Formal analysis, Data Collection, Writing – Original Draft. Panuwat Booncharoen: Conceptualization, Methodology, Software, Formal analysis, Data Collection, Writing – Original Draft
Data Availability Statement: Sann, Raksmey (2023), “Exploring the Impact of Logistics Service Quality on Customer Satisfaction, Trust, and Loyalty in Bus Transport”, Mendeley Data, V1, doi: 10.17632/kr78r8t7dx.1.
Conflicts of Interest: The authors declare that they have no known competing financial interests or personal relationships that could have appeared to influence the work reported in this paper.
Citation
Sann, R., Pimpohnsakun, P. and Booncharoen, P. (2024), "Exploring the impact of logistics service quality on customer satisfaction, trust and loyalty in bus transport", International Journal of Quality and Service Sciences, Vol. 16 No. 4, pp. 519-541. https://doi.org/10.1108/IJQSS-07-2023-0110
Publisher
:Emerald Publishing Limited
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