An Empirical Analysis of Factors Affecting Customer Loyalty to Sea Freight Forwarders in Thailand
Thailand has become one of the world’s most significant production bases and therefore, must rely on international sea transportation to move cargo. The primary goal of this paper is to develop a structural equation model to examine how service quality, relationship quality, and customer satisfactio...
Saved in:
Main Authors: | , |
---|---|
Format: | text |
Published: |
Animo Repository
2019
|
Subjects: | |
Online Access: | https://animorepository.dlsu.edu.ph/apssr/vol19/iss3/11 https://animorepository.dlsu.edu.ph/context/apssr/article/1245/viewcontent/RA_2010.pdf |
Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
Institution: | De La Salle University |
id |
oai:animorepository.dlsu.edu.ph:apssr-1245 |
---|---|
record_format |
eprints |
spelling |
oai:animorepository.dlsu.edu.ph:apssr-12452024-06-16T10:18:02Z An Empirical Analysis of Factors Affecting Customer Loyalty to Sea Freight Forwarders in Thailand Narunart, Teewin Panjakajornsak, Vinai Thailand has become one of the world’s most significant production bases and therefore, must rely on international sea transportation to move cargo. The primary goal of this paper is to develop a structural equation model to examine how service quality, relationship quality, and customer satisfaction affect customer loyalty. The study sampled 2,029 subjects— company managers, service users, and freight forwarders—in three specific industries: computer and electronics components, automotive and original equipment, and agricultural products. It deployed quantitative research methods and applied a seven-point rating scale in a structured questionnaire to analyze the relationships among the variables. The findings indicate that service quality affects both customer satisfaction and relationship quality, which ultimately affect customer loyalty. 2019-09-30T07:00:00Z text application/pdf https://animorepository.dlsu.edu.ph/apssr/vol19/iss3/11 info:doi/10.59588/2350-8329.1245 https://animorepository.dlsu.edu.ph/context/apssr/article/1245/viewcontent/RA_2010.pdf Asia-Pacific Social Science Review Animo Repository customer loyalty customer satisfaction customer loyalty customer satisfaction relationship quality sea freight forwarders in Thailand service quality service quality |
institution |
De La Salle University |
building |
De La Salle University Library |
continent |
Asia |
country |
Philippines Philippines |
content_provider |
De La Salle University Library |
collection |
DLSU Institutional Repository |
topic |
customer loyalty customer satisfaction customer loyalty customer satisfaction relationship quality sea freight forwarders in Thailand service quality service quality |
spellingShingle |
customer loyalty customer satisfaction customer loyalty customer satisfaction relationship quality sea freight forwarders in Thailand service quality service quality Narunart, Teewin Panjakajornsak, Vinai An Empirical Analysis of Factors Affecting Customer Loyalty to Sea Freight Forwarders in Thailand |
description |
Thailand has become one of the world’s most significant production bases and therefore, must rely on international sea transportation to move cargo. The primary goal of this paper is to develop a structural equation model to examine how service quality, relationship quality, and customer satisfaction affect customer loyalty. The study sampled 2,029 subjects— company managers, service users, and freight forwarders—in three specific industries: computer and electronics components, automotive and original equipment, and agricultural products. It deployed quantitative research methods and applied a seven-point rating scale in a structured questionnaire to analyze the relationships among the variables. The findings indicate that service quality affects both customer satisfaction and relationship quality, which ultimately affect customer loyalty. |
format |
text |
author |
Narunart, Teewin Panjakajornsak, Vinai |
author_facet |
Narunart, Teewin Panjakajornsak, Vinai |
author_sort |
Narunart, Teewin |
title |
An Empirical Analysis of Factors Affecting Customer Loyalty to Sea Freight Forwarders in Thailand |
title_short |
An Empirical Analysis of Factors Affecting Customer Loyalty to Sea Freight Forwarders in Thailand |
title_full |
An Empirical Analysis of Factors Affecting Customer Loyalty to Sea Freight Forwarders in Thailand |
title_fullStr |
An Empirical Analysis of Factors Affecting Customer Loyalty to Sea Freight Forwarders in Thailand |
title_full_unstemmed |
An Empirical Analysis of Factors Affecting Customer Loyalty to Sea Freight Forwarders in Thailand |
title_sort |
empirical analysis of factors affecting customer loyalty to sea freight forwarders in thailand |
publisher |
Animo Repository |
publishDate |
2019 |
url |
https://animorepository.dlsu.edu.ph/apssr/vol19/iss3/11 https://animorepository.dlsu.edu.ph/context/apssr/article/1245/viewcontent/RA_2010.pdf |
_version_ |
1806510892201803776 |