Role of Advanced IT Enabled Third Party Logistic Service Providers in Customer Satisfaction.

2014 ◽  
Author(s):  
Ankit Singh
Keyword(s):  
Customer Satisfaction ◽  
Service Providers ◽  
Third Party ◽  
Logistic Service

Logistics service quality and customer satisfaction in B2B relationships: a qualitative comparative analysis approach

2020 ◽  
Vol 33 (1) ◽  
pp. 125-140 ◽  
Author(s):  
Barbara Gaudenzi ◽  
Ilenia Confente ◽  
Ivan Russo
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Qualitative Comparative Analysis ◽  
Content Type ◽  
Logistics Service ◽  
B2b Relationships ◽  
Logistics Service Quality

PurposeThis study aims to investigate the logistics service quality (LSQ) from a supply chain quality perspective. The purpose is twofold: (1) to investigate how business customers perceive the LSQ dimensions in business-to-business (B2B) relationships, with a particular focus on the role of logistics service providers and (2) to analyse the manner in which such dimensions, when combined, lead to high levels of customer satisfaction.Design/methodology/approachData collected through a survey of a sample of Italian food companies are analysed using a qualitative comparative analysis approach. The analysis explores ways of achieving customer satisfaction through different combinations of LSQ dimensions and not only via a “single recipe,” as in most symmetrical methods.FindingsThe study describes how seven dimensions of LSQ lead to achieve customer satisfaction, particularly highlighting and discussing how the different LSQ constructs lead to gain high customer satisfaction via different configurations. This approach is unique in identifying not only linear relationships among variables as traditional statistical methods do, via a configurational approach.Research limitations/implicationsMost academic studies in the related literature investigate service quality from a quality management and a supply chain management perspective. This study fills the existing gap in the analysis of B2B relationships, focusing on the role of third-party logistics (3PL) service providers.Practical implicationsThe study presents useful implications for practitioners, describing several ways in which 3PL service providers can combine LSQ dimensions to perform a continuous improvement of customer experience and to gain higher levels of customer satisfaction.Originality/valueThis study fills the existing gap in the analysis of B2B relationships, using the lens of quality management and supply chain management perspectives, and focusing on the role of 3PL service providers.

scholarly journals Segmentasi Pasar Penyedia Jasa Logistik (Third Party Logistics) di Indonesia

2010 ◽  
Vol 1 (2) ◽  
pp. 332
Author(s):  
Darjat Sudrajat
Keyword(s):  
Market Segmentation ◽  
Service Providers ◽  
Marketing Strategies ◽  
Third Party ◽  
Third Party Logistics ◽  
Logistics Industry ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Food And Beverage ◽  
Logistic Service

Market segmentation is fundamental in marketing strategy and the first step of market-based strategy preparation, to strengthen its marketing efficiency, and creating opportunities for sales growth and profits. This also applies to market segmentation logistics service providers (TPL - Third Party Logistics), the market is highly developed in the last decade, so that the logistics service providers has to develop marketing strategies properly. The purpose of this research is to gain a better understanding of different industries that exist today and map the needs of the logistics services of TPL customers. Based on exploration research conducted, it can be found in conformities relating to the logistics industry from several companies, ie appropriateness to the complexity of logistics activities of some companies and degree of investment of TPL services company in conducting the activity. Logistics service provider market segmentation can be based on variable complexity of logistics activities, whether it is high, medium or low and variable degrees of investment in the company whether minor, major, or integrated/total. Companies in different industries can have the same logistic service requirements and companies in the same industry can have different logistic service requirements. Client companies for logistics service providers which product handling are classified as semi-complex is the most attractive customer segments for being penetrated. The industries are classified into this segment is automotive, food and beverage, animal food, ceramic, and plantation. 

Relationship marketing and third-party logistics: evidence from hotel industry

2020 ◽  
Vol 3 (3) ◽  
pp. 371-393 ◽  
Author(s):  
Sajjida Reza ◽  
Muhammad Shujaat Mubarik ◽  
Navaz Naghavi ◽  
Raja Rub Nawaz
Keyword(s):  
Relationship Marketing ◽  
Service Providers ◽  
Hotel Industry ◽  
Partial Least Square ◽  
Third Party ◽  
Equation Modeling ◽  
Third Party Logistics ◽  
Content Type ◽  
Specific Investment

PurposeThis study examines the outsourcing criteria prevalent in the Hotel industry of Pakistan. In doing so, the study investigates the role of trust in the association between relationship marketing dimensions—communication, opportunistic behavior, reputation, satisfactory prior outcomes and specific investment—and third-party logistics provider’s (3PL) selection.Design/methodology/approachUsing a close-ended questionnaire, data were collected from 97 hotels of various categories operating in Pakistan and involved in 3PL outsourcing. Partial Least Square–Structural Equation Modeling was employed to estimate the modeled relationships.FindingsWith a high predictive relevance of the model, communication, satisfactory prior outcome and reputation were found to have a significant effect on the trust, whereas the results showed a significant mediating role of trust in the association between communication, reputation and 3PL provider’s selection.Research limitations/implicationsThe study uses static data from selected firms and cannot be used to analyze behavior over a period of time. Hence, a generalization of results should be made carefully.Practical implicationsFindings imply that for fully capitalizing on the benefits by virtue of their prospective relationship, the managers must streamline their processes and activities according to path directions that endorse a higher degree of trust in their service providers and establish an effective system of communications interconnecting their mutual goals and objectives.Originality/valueThe outcome of the research study illustrated the perceptions of the local businesses with regards to the 3PL service provider(s) selection via the establishment of trust.

The Supply Chain Role of Third‐Party Logistics Providers

2001 ◽  
Vol 12 (2) ◽  
pp. 87-102 ◽  
Author(s):  
Yemisi A. Bolumole
Keyword(s):  
Supply Chain ◽  
Service Providers ◽  
Strategic Orientation ◽  
Third Party ◽  
Logistics Strategy ◽  
Research Findings ◽  
The Uk ◽  
Logistics Process ◽  
Outsourcing Strategies

Outsourcing, the strategy in which organizations employ the services of external providers, has attracted growing interest. Academic and industrial attention has also focused on the role of seamless supply chain processes in achieving and sustaining competitive advantage. This research is based on petrol retailers in the UK that have adopted logistics outsourcing strategies for implementing supply chain solutions to their convenience‐goods operations. Its aim is to identify the factors, which influence outsourcing decisions and the nature and supply chain implications of outsourcing strategies. Research findings indicate that the capability of service providers to facilitate supply chain solutions is largely influenced by four main factors, which in turn substantially determine their role in the supply chain: the strategic orientation of the outsourcing organization; its perception of service providers' role within the logistics strategy; the nature of the resultant client‐provider relationship; and, the extent to which the logistics process is outsourced.

Impact of trust on the relationship of e-service quality and customer satisfaction

2015 ◽  
Vol 10 (1) ◽  
pp. 21-46 ◽  
Author(s):  
Sukanya Kundu ◽  
Saroj Kumar Datta
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Research Work ◽  
Internet Banking ◽  
Equation Modeling ◽  
Content Type ◽  
Banking Service ◽  
Valid Instrument

Purpose – The purpose of this paper is to find the role of trust as a mediating variable between e-service quality and customer satisfaction in internet banking. Design/methodology/approach – The paper opted for an exploratory study using closed ended questionnaire. The empirical data are drawn from 367 customers of internet banking. Factor structure of e-SQ, customer satisfaction and trust has been tested using EFA and CFA by gap values and perception values. Structure equation modeling has been used to analyze the effects of independent variable e-service quality on customer satisfaction and the role of mediating variable trust. Stepwise analysis has been done to examine the effect of trust on customer satisfaction. Sobel test has been used to measure the indirect effect. Findings – e-SQ was found to be strongly correlated with customer satisfaction. The results confirm trust as a mediating variable between e-service quality while analyzing the same model with gap value and perception value. Research limitations/implications – The research implies that banking service providers should focus on improvement of trust parameters as well as those e-SQ dimensions which affects trust, to retain the customers and to get more customers for internet banking. Originality/value – The reliable and valid instrument confirmed in this research can be used by further studies detecting the relationships among these constructs in an extended context. The fundamental premise of the proposed research work model was to make banking service providers understand comprehensively the factors necessary to achieve high service quality that will significantly impact on customers’ trust, satisfaction.

scholarly journals The Role of Service Provider’s Rapport Behavior on Customers’ Empathy

2021 ◽  
Author(s):  
ChangHyun Jin ◽  
JingYun Zeng
Keyword(s):  
Customer Satisfaction ◽  
Sampling Method ◽  
Service Providers ◽  
Emotional Empathy ◽  
Positive Effects ◽  
Revisit Intentions ◽  
Attentive Behavior ◽  
The Relationship

Abstract The study is intended to explore the validity of the component system of the rapport behavior of service providers. The purpose of this study was to understand how the components of the rapport behavior of service providers affect rational and emotional empathy. This study is intended to understand the relationship between rational and emotional empathy and customer satisfaction and the effect of customer satisfaction on revisit intentions. The main purpose was to identify the moderating effect of perceived authenticity on the causal relationship between rapport behavior, empathy, and customer satisfaction and revisit intentions. The sampling method used in this study was the judgment sampling, which is a method in which the researcher selects those study subjects that are thought by the researcher to be the most suitable samples for the purpose of the study. The total questionnaire period was a total of three months, from March 15 to May 15, 2020. The total number of valid samples was 1668. Uncommonly attentive behavior, courteous behavior, information-sharing, and connecting behavior, which are components of the rapport behaviors of service providers, were found to have positive effects on rational empathy with the service provider, but common grounding behavior, which is also a component of the rapport behaviors of service providers, was found to have no statistically significant effect on rational empathy with service providers. The rapport behaviors of service providers are judged to play an important role in maintaining and developing strong ties through long-term and continuous interactions with customers.

scholarly journals The role of TPLs in innovative logistics solutions in importation

2018 ◽  
Vol 15 (1) ◽  
pp. 73-91
Author(s):  
Alessandra Vitorino Razzera ◽  
Marcelo André Machado
Keyword(s):  
Service Providers ◽  
Third Party ◽  
Third Party Logistics ◽  
Content Type ◽  
Logistics Service Providers ◽  
Multiple Case ◽  
The Subject ◽  
Mind Set

Purpose The purpose of this paper is to investigate the role of third-party logistics providers (TPLs) in providing innovative logistics solutions for Brazilian importations. Design/methodology/approach A multiple case study has been conducted in which four logistics service providers are interviewed on the topic of innovation in importation logistics. The collected data (interviews, brochures and presentations) were triangulated and analyzed. Findings The collected data highlight the integrating role of TPLs in providing innovative logistics solutions of the technological nature, in addition to drivers, which involve communication, trust, logistics and institutional actions. Research limitations/implications This study, instead of focusing on procedural issues, intended to focus on two important theoretical and practical drivers: innovation in the importation process and strengthening of intangible factors. It is known that trading conditions and geographical proximity have an impact in importation, but they have not been discussed here because of the subject delimitation of the present study. Regarding the implications of the present study, no specific theoretical reference has been found on the subject in terms of the importation process but is rather related to information technology, which is then presented. Practical implications This study focuses on the fundamental role of TPLs in the development of innovative logistics solutions in importation. Social implications The fundamental role of TPLs in the development of innovative logistics solutions in importation is based on trust and relationship, internal and external to the organization. Originality/value This study, instead of focusing on procedural issues, intends to focus on two important theoretical and practical drivers – innovation in the importation process and strengthening of intangible factors – suggesting that a change of mind-set and a differentiated background in importation logistics are developed by TPLs.

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