THE EFFECT OF LOGISTICS SERVICE QUALITY ON CUSTOMER LOYALTY AND CUSTOMER TRUST IN INTERMODAL TRANSPORTATION

Abstract

Developments in the field of transportation have enabled the development of multi-modal transportation types and has increased interest specifically in one of these types, which is intermodal transportation. In order to maintain and further increase this interest, transportation companies would need to gain the loyalty and the trust of their customers. For this reason, it is of vital importance to determine the means to earn a customer's trust and loyalty. A study was done to gauge the effect that logistics service quality has on customer loyalty and trust in intermodal transportation. For the purposes of this study, the logistics service quality, customer trust and customer loyalty scales were applied to the customers of a company that carries out intermodal transportation activities and the data obtained were examined with correlation analysis. The results showed that the logistics service quality had a positive effect on customer loyalty and customer trust.