Influence of Brand Reputation and Switching Barrier on Customer Loyalty for International Express Carriers

The role of international express carriers is important in the international transportation industry because they can deliver cargo for customers timely and punctually, especially for high value cargoes. However, it is such a competitive market, it’s worthy to identify the relationships among critical constructs that might influence customer satisfaction and loyalty. This research investigated the influence of brand reputation, service quality, switching barrier, customer satisfactory on customer loyalty for international express carriers. The population of the authors' empirical study is the top 500 import and export firms of Taiwan. Sampling was conducted by distributing 420 questionnaires. The results were as follows: service quality has a significantly positive influence on customer satisfactory and customer satisfactory has a significantly positive influence on customer loyalty. Moreover, service quality has a significantly positive influence on customer loyalty. Beside, brand reputation has a significantly positive influence on customer satisfactory, customer loyalty and service quality. Finally, switch barrier has a significantly positive influence on customer loyalty.

Language

  • English

Media Info

  • Media Type: Digital/other
  • Features: Figures; References; Tables;
  • Pagination: pp 130-141
  • Monograph Title: Proceedings of the International Forum on Shipping, Ports and Airports (IFSPA) 2015: Empowering Excellence in Maritime and Air Logistics: Innovation Management and Technology

Subject/Index Terms

Filing Info

  • Accession Number: 01609559
  • Record Type: Publication
  • ISBN: 9789623677967
  • Files: TRIS
  • Created Date: Aug 8 2016 12:44PM