The Effect of Logistics Service Quality on Customer Service Retention

the rapid evolution introduced by containerization has created the international globalization and trade. In the current study these issues were highlighted to visualize the field reality of the services rendered by the container hauliers in West Malaysia. Meanwhile, the container logistics service quality became more importance, its dimensions in terms of logistics efficiency may create competitive advantages and stimulates customer fulfilment, which in turn improves customer retention behavior. Thus, many logistics companies were striving to build a long-term profitable relationship with their customers. Mainly, there is progressively intense and complex competition in today’s business environment. The logistics service providers’ relationships with their existing and possible customers became increasingly vital to retain them specially, in the delivery service industry. This study exposed that the Logistics Service Quality dimensions have positively influenced on customer retention and were statistically significant in all regions.

کلیدواژه ها:

Logistics Service Quality ، Customer Service Retention ، Container Hauliers