Service quality, relationship quality, e-service quality, and customer loyalty in the container shipping service context: a moderated mediation model

Abstract

This study examines the determinants of customer loyalty in container shipping from a freight forwarding company's perspective. We hypothesise that container carriers' service quality, relationship quality, and e-services will have a positive influence on customer loyalty of international freight forwarders. Data are collected from 233 freight forwarding companies in Taiwan. We found that service quality, relationship quality and e-services positively affect customer loyalty, whereas relationship quality has a mediating effect on the relationship between service quality and customer loyalty. Specifically, a moderated mediation model is tested and indicates that the indirect effect of service quality on customer loyalty through relationship quality is significant and stronger when freight forwarders experienced high levels of e-services. Theoretical and managerial implications from the research findings are discussed along with limitations and future research.