The impact of logistics service quality (LSQ), relationship marketing (RM) and relationship power (RP) on customer satisfaction in the Jordanian third party logistics (3PL) industry from customers’ perspective.

Taha, Adnan Faraj Othman (2019) The impact of logistics service quality (LSQ), relationship marketing (RM) and relationship power (RP) on customer satisfaction in the Jordanian third party logistics (3PL) industry from customers’ perspective. Doctoral thesis, University of Wales Trinity Saint David.

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Abstract

Logistics Service Quality (LSQ), Relationship Power (RP) and Relationship Marketing (RM) are regarded as the most important criteria leading to customer satisfaction in the third-Party Logistics (3PL) industry. This research investigates the impact of trust and commitment as the major relationship marketing constructs used to examine the quality of relationship between the 3PL provider and the 3PL customer, namely business-to-business context. Also, the study explores the effect of coercive power and reward power as the major dimensions of relationship power on customer satisfaction. In addition, the study investigates the effect of ordering procedures and personnel contact quality as the main variables of logistics service quality on customer satisfaction. The objectives of this study are to investigate the effects of personnel contact quality, ordering procedures, trust, commitment, coercive power and reward power on customer satisfaction in the third-party logistics industry in Jordan. A quantitative approach has been conducted in this study, using questionnaires to collect data from 243 third-party logistics customers in Jordan. The findings of the research indicate that there is a positive relationship between relationship marketing (trust, commitment) and customer satisfaction in the Jordanian third-party logistics industry. The same goes for logistics service quality (personnel contact quality, ordering procedures). For the relationship power, the results demonstrate that reward power has a positive impact on customer satisfaction, whereas there is a negative relationship between coercive power and customer satisfaction. The dimensions of relationship marketing (trust and commitment) have the strongest impact on customer satisfaction in the third-party logistics market in Jordan and it is followed by reward power. The study contributes to knowledge as it is the first study that explores the effect of relationship power on customer satisfaction in the third-party logistics industry. The managerial implications resulting from this study are beneficial to practitioners willing to work in the third-party logistics in Jordan or those working currently in this industry in Jordan.

Item Type: Thesis (Doctoral)
Uncontrolled Keywords: logistics Jordan customer satisfaction
Divisions: Theses and Dissertations > Doctoral Theses
Depositing User: Sandra Stedman
Date Deposited: 15 Feb 2021 10:34
Last Modified: 15 Feb 2021 10:34
URI: https://repository.uwtsd.ac.uk/id/eprint/1585

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