The Analysis of Relational Behavior and Relational Quality on Customer Satisfaction and Loyalty- In 3PL Industry

• Main Authors: Wan-Yu Lee, 李婉瑜
• Other Authors: Huei-Sheng Tu
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/usjgqg

碩士 === 銘傳大學 === 國際企業學系碩士班 === 94 === The third party logistics service providers (3PL) keep improve their operational process and enrich service items. But with the operational system’s maturity and cost-effective support, customers treat the “partnership” as another important element of service quality. Therefore, this paper would like to prove that the Relational Performance also has great influence on customer satisfaction and loyalty. According to Stank et al. (2004), this research defines Relational Performance into two facets, “Relational Behavior” and “Relational Quality”. Relational Behavior is consisted of Information exchange,Relationship-specific adaptations,Operational linkages,Legal bonds and Cooperative norms, based on Cannon and Perreault, Jr. (1990). “Trust” and “Commitment” are components for measuring Relational Quality. There are two research results found by LISREL modeling: 1. Both Relational Behavior and Relational Quality have significant positive influence on customer satisfaction. 2. Customer Satisfaction plays significantly intervening roleamong the relationship of Relational Behavior, Relational Quality and Customer Loyalty. The research results can help 3PL to improve their relational performance and build long-term partnership.