Abstract
The freight shipping industry has become an important part of logistics services. Many companies view business customers as major sources of revenue. Under fierce market competition, managers of freight shipping company must find ways to maintain customers through continuous cooperation and enhance customer loyalty and satisfaction. This study explores the effects of service quality and relational performance on customer satisfaction and loyalty in a business-to-business context. This study adopted business customers of freight shipping companies in Taiwan as its sample and collected data via a self-administered questionnaire. After applying structural equation modeling to test the theoretical model, analytical results show that customer loyalty was influenced by the level of satisfaction. Additionally, the relational performance and service quality significantly affected satisfaction. Finally, this study discusses managerial implications and offers suggestions for future research.
