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An Analysis of Third Party Logistics¡¯ Performance and Customer Loyalty

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  • Buket OZOGLU
  • Arzum BUYUKKEKLIK

Abstract

Althought all over the world 3PL service providers has been an emerging demand; it is a developing business for Turkey. The main aims of this study are to identify of the logistics performance dimensions and to explore the impact of 3PL service providers¡¯ performance dimensions on the customer loyalty. Data has been collected from manufacturers which is the most important customers of 3PL service providers. The results of the study showed that logistics performance is a three dimensional structure; (i) cost performance, (ii) operational performance and (iii) relationship performance which explain 76% of logistics performance. These three dimensions have almost equal and positive impact on customer loyalty. Logistics performance explains an important part of customer loyalty, corresponding to 48% of variance. Cost performance (b=0.476) has the greatest positive and significant impact on customer loyalty. Operational performance (b=0.394) and relationship performance (b=0.349) have the positive and significant impact on customer loyalty.

Suggested Citation

  • Buket OZOGLU & Arzum BUYUKKEKLIK, 2017. "An Analysis of Third Party Logistics¡¯ Performance and Customer Loyalty," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 9(6), pages 55-67, December.
    • Handle: RePEc:ibn:ijmsjn:v:9:y:2017:i:6:p:55-67
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    References listed on IDEAS

    as
    1. Li, Ling, 2011. "Assessing the relational benefits of logistics services perceived by manufacturers in supply chain," International Journal of Production Economics, Elsevier, vol. 132(1), pages 58-67, July.
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    More about this item

    Keywords

    customer loyalty; logistics performance; third party logistics (3PLs);
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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