IDEAS home Printed from https://ideas.repec.org/a/bcp/journl/v5y2021i12p881-891.html
   My bibliography  Save this article

Evaluating Dimensions of Customer Loyalty in B2C Market of Freight Forwarding Firms in Sri Lanka

Author

Listed:
  • Jayasinghe, J, H. E.

    (Department of Management and Finance, General Sir John Kotelawala Defence University, Ratmalana, Sri Lanka)

  • Dilara, W. M. T.

    (Department of Management and Finance, General Sir John Kotelawala Defence University, Ratmalana, Sri Lanka)

  • Rodrigo, M. Y. N.

    (Department of Management and Finance, General Sir John Kotelawala Defence University, Ratmalana, Sri Lanka)

  • Jayasekara, J. W. C. D

    (Department of Management and Finance, General Sir John Kotelawala Defence University, Ratmalana, Sri Lanka)

  • Ilangasekara, A. S. P.

    (Department of Management and Finance, General Sir John Kotelawala Defence University, Ratmalana, Sri Lanka)

  • Ilangasekara, S. D.

    (Department of Management and Finance, General Sir John Kotelawala Defence University, Ratmalana, Sri Lanka)

Abstract

This study examines the contemporary requirement of evaluating dimensions of customer loyalty in Business-to-Consumer (B2C) Market in freight forwarding Sri Lanka. Accordingly, the researchers have recognized four dimensions of the customer loyalty as service quality, customer satisfaction, relationship quality and perceived value. The first objective of this study was to identify the behaviour of demographic factors of the customers in the B2C market of the freight forwarding industry. The second objective was to identify the association of each dimension towards customer loyalty in the B2C market of the freight forwarding industry in Sri Lanka. In order to achieve the objectives of this study, the researchers have demonstrated and interpreted the relationships of sample characteristics and have conducted the Pearson’s correlation analysis from the data collected from the members registered in Export Association of Sri Lanka (EASL). As per the research findings, the researchers discovered a strong positive correlation in each dimension towards customer loyalty. Among these, customer satisfaction recorded the highest strong positive correlation, followed by service quality, relationship quality and perceived value. It is recommended that industry professionals should be more concerned about the influence of these dimensions as they assist to maintain a stable customer base and long-term customer relationships

Suggested Citation

  • Jayasinghe, J, H. E. & Dilara, W. M. T. & Rodrigo, M. Y. N. & Jayasekara, J. W. C. D & Ilangasekara, A. S. P. & Ilangasekara, S. D., 2021. "Evaluating Dimensions of Customer Loyalty in B2C Market of Freight Forwarding Firms in Sri Lanka," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 5(12), pages 881-891, December.
    • Handle: RePEc:bcp:journl:v:5:y:2021:i:12:p:881-891
    as

    Download full text from publisher

    File URL: https://www.rsisinternational.org/journals/ijriss/Digital-Library/volume-5-issue-12/881-891.pdf
    Download Restriction: no
    File URL: https://rsisinternational.org/virtual-library/papers/evaluating-dimensions-of-customer-loyalty-in-b2c-market-of-freight-forwarding-firms-in-sri-lanka/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Bobby Swar & Junghoon Moon & Junyoung Oh & Cheul Rhee, 2012. "Determinants of relationship quality for IS/IT outsourcing success in public sector," Information Systems Frontiers, Springer, vol. 14(2), pages 457-475, April.
    2. Prema-chandra Athukorala, 2017. "Manufacturing exports from Sri Lanka: opportunities, achievements and policy options," Departmental Working Papers 2017-03, The Australian National University, Arndt-Corden Department of Economics.
    3. Kumar, V. & Pozza, Ilaria Dalla & Ganesh, Jaishankar, 2013. "Revisiting the Satisfaction–Loyalty Relationship: Empirical Generalizations and Directions for Future Research," Journal of Retailing, Elsevier, vol. 89(3), pages 246-262.
    4. Rauyruen, Papassapa & Miller, Kenneth E., 2007. "Relationship quality as a predictor of B2B customer loyalty," Journal of Business Research, Elsevier, vol. 60(1), pages 21-31, January.
    5. Israel Boxer & Gabor Rekettye, 2011. "The relation between perceived service innovation, service value, emotional intelligence, customer commitment and loyalty in b2b," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 8(2), pages 222-256.
    6. Lees, Nic & Nuthall, Peter & Wilson, Mark M.J., 2020. "Relationship quality and supplier performance in food supply chains," International Food and Agribusiness Management Review, International Food and Agribusiness Management Association, vol. 23(3), August.
    7. Henny Risnawati & Hendi Eka Sumarga & Sugeng Purwanto, 2019. "The Effect of Service Quality Prices and Location of Companies to Customer Satisfaction Implications on Customer Loyalty," International Review of Management and Marketing, Econjournals, vol. 9(6), pages 38-43.
    8. Park, Jin-Woo & Robertson, Rodger & Wu, Cheng-Lung, 2004. "The effect of airline service quality on passengers’ behavioural intentions: a Korean case study," Journal of Air Transport Management, Elsevier, vol. 10(6), pages 435-439.
    9. Sheng Teng Huang & Emrah Bulut & Okan Duru, 2019. "Service quality evaluation of international freight forwarders: an empirical research in East Asia," Journal of Shipping and Trade, Springer, vol. 4(1), pages 1-16, December.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Russo, Ivan & Confente, Ilenia & Gligor, David M. & Autry, Chad W., 2016. "To be or not to be (loyal): Is there a recipe for customer loyalty in the B2B context?," Journal of Business Research, Elsevier, vol. 69(2), pages 888-896.
    2. Darima Fotheringham & Michael A. Wiles, 2023. "The effect of implementing chatbot customer service on stock returns: an event study analysis," Journal of the Academy of Marketing Science, Springer, vol. 51(4), pages 802-822, July.
    3. Allen, Jaime & Eboli, Laura & Forciniti, Carmen & Mazzulla, Gabriella & Ortúzar, Juan de Dios, 2019. "The role of critical incidents and involvement in transit satisfaction and loyalty," Transport Policy, Elsevier, vol. 75(C), pages 57-69.
    4. Teresa Barros & Paula Rodrigues & Nelson Duarte & Xue-Feng Shao & F. V. Martins & H. Barandas-Karl & Xiao-Guang Yue, 2020. "The Impact of Brand Relationships on Corporate Brand Identity and Reputation—An Integrative Model," JRFM, MDPI, vol. 13(6), pages 1-21, June.
    5. Ian Sutherland & Youngseok Sim & Seul Ki Lee & Jaemun Byun & Kiattipoom Kiatkawsin, 2020. "Topic Modeling of Online Accommodation Reviews via Latent Dirichlet Allocation," Sustainability, MDPI, vol. 12(5), pages 1-15, February.
    6. Ahrholdt, Dennis C. & Gudergan, Siegfried P. & Ringle, Christian M., 2019. "Enhancing loyalty: When improving consumer satisfaction and delight matters," Journal of Business Research, Elsevier, vol. 94(C), pages 18-27.
    7. Pomirleanu, Nadia & Chennamaneni, Pavan Rao & Krishen, Anjala S., 2016. "Easy to please or hard to impress: Elucidating consumers' innate satisfaction," Journal of Business Research, Elsevier, vol. 69(5), pages 1914-1918.
    8. Songhong Chen & Jian Ming Luo, 2023. "Understand Delegates Risk Attitudes and Behaviour: The Moderating Effect of Trust in COVID-19 Vaccination," IJERPH, MDPI, vol. 20(5), pages 1-18, February.
    9. Yongrok Choi & Di Gao, 2014. "The Role of Intermediation in the Governance of Sustainable Chinese Web Marketing," Sustainability, MDPI, vol. 6(7), pages 1-17, June.
    10. Arno de Caigny & Kristof Coussement & Wouter Verbeke & Khaoula Idbenjra & Minh Phan, 2021. "Uplift modeling and its implications for B2B customer churn prediction: A segmentation-based modeling approach," Post-Print hal-03599615, HAL.
    11. Hallikainen, Heli & Luongo, Milena & Dhir, Amandeep & Laukkanen, Tommi, 2022. "Consequences of personalized product recommendations and price promotions in online grocery shopping," Journal of Retailing and Consumer Services, Elsevier, vol. 69(C).
    12. Yürük, Pınar & Akyol, Ayşe & Şimşek, Gülhayat Gölbaşı, 2017. "Analyzing the effects of social impacts of events on satisfaction and loyalty," Tourism Management, Elsevier, vol. 60(C), pages 367-378.
    13. Maggioni, Isabella, 2016. "What drives customer loyalty in grocery retail? Exploring shoppers' perceptions through associative networks," Journal of Retailing and Consumer Services, Elsevier, vol. 33(C), pages 120-126.
    14. Sanghoon Lee & Eunil Park & Sang Jib Kwon & Angel P. Del Pobil, 2015. "Antecedents of Behavioral Intention to Use Mobile Telecommunication Services: Effects of Corporate Social Responsibility and Technology Acceptance," Sustainability, MDPI, vol. 7(8), pages 1-15, August.
    15. Climis Raghda, 2016. "Factors Affecting Customer Retention in the Airline Industry," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 24(4), pages 49-69, December.
    16. Ferreira Pedro & Rodrigues Paula & Rodrigues Pedro, 2019. "Brand Love as Mediator of the Brand Experience-Satisfaction-Loyalty Relationship in a Retail Fashion Brand," Management & Marketing, Sciendo, vol. 14(3), pages 278-291, September.
    17. Rodriguez, Virginie & Sangle-Ferriere, Marion, 2023. "Do supermarkets’ emails have any value for their customers? The effect of emails’ content and interestingness on customers’ attitude and engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    18. Muhammad Irfan & Mohammad Farid Shamsudin & Noor Hadi, 2016. "How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(6), pages 1-57, May.
    19. Carlson, Jamie & Rahman, Mohammad M. & Taylor, Alexander & Voola, Ranjit, 2019. "Feel the VIBE: Examining value-in-the-brand-page-experience and its impact on satisfaction and customer engagement behaviours in mobile social media," Journal of Retailing and Consumer Services, Elsevier, vol. 46(C), pages 149-162.
    20. Ko, Young Dae & Kwag, Sung Il & Oh, Yonghui, 2020. "An efficient airline seat reallocation algorithm considering customer dissatisfaction," Journal of Air Transport Management, Elsevier, vol. 85(C).

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bcp:journl:v:5:y:2021:i:12:p:881-891. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dr. Pawan Verma (email available below). General contact details of provider: https://rsisinternational.org/journals/ijriss/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.