Factors Influencing Customer Loyalty in International Freight Forwarding Services
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Abstract
In the highly competitive freight forwarding market, relying solely on a pricing strategy proves insufficient for sustainable business growth. This study focuses on factors influencing customer loyalty in the international freight forwarding services, particularly within Small and Medium-sized Enterprises (SMEs) in Thailand. The research reveals the significant impact of service quality on customer satisfaction, with each aspect of service quality positively contributing to overall satisfaction. Notably, the ability to manage orders demonstrates the highest positive correlation with customer satisfaction, followed by logistics cost reduction and visibility.
The findings affirm that customer satisfaction plays a crucial role in building customer loyalty and perceived procedural switching costs. Interestingly, the study reveals that the actual cost of switching services does not significantly influence customer loyalty.
To foster a positive service experience, freight forwarders should prioritize maintaining high standards of service quality. Additionally, they should develop strategies to manage switching costs effectively, potentially involving relationship management strategies to build trust and loyalty. By doing so, freight forwarders can enhance customer retention, paving the way for future business growth."
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This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
ลิขสิทธิ์ของบทความ
ผลงานที่ได้รับการตีพิมพ์ถือเป็นลิขสิทธิ์ของมหาวิทยาลัยหอการค้าไทย ห้ามมิให้นำเนื้อหา ทัศนะ หรือข้อคิดเห็นใด ๆ ของผลงานไปทำซ้ำ ดัดแปลง หรือเผยแพร่ ไม่ว่าทั้งหมดหรือบางส่วนโดยไม่ได้รับอนุญาตเป็นลายลักษณ์อักษรจากมหาวิทยาลัยหอการค้าไทยก่อน
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