An Analysis of Third Party Logistics’ Performance and Customer Loyalty


  •  Buket ÖZOGLU    
  •  Arzum BÜYÜKKEKLIK    

Abstract

Althought all over the world 3PL service providers has been an emerging demand; it is a developing business for Turkey. The main aims of this study are to identify of the logistics performance dimensions and to explore the impact of 3PL service providers’ performance dimensions on the customer loyalty. Data has been collected from manufacturers which is the most important customers of 3PL service providers. The results of the study showed that logistics performance is a three dimensional structure; (i) cost performance, (ii) operational performance and (iii) relationship performance which explain 76% of logistics performance. These three dimensions have almost equal and positive impact on customer loyalty. Logistics performance explains an important part of customer loyalty, corresponding to 48% of variance. Cost performance (b=0.476) has the greatest positive and significant impact on customer loyalty. Operational performance (b=0.394) and relationship performance (b=0.349) have the positive and significant impact on customer loyalty. 



This work is licensed under a Creative Commons Attribution 4.0 License.
  • Issn(Print): 1918-719X
  • Issn(Onlne): 1918-7203
  • Started: 2009
  • Frequency: quarterly

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