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Autor
Świtała Marcin (University of Economics in Katowice, Poland), Niestrój Krzysztof (University of Economics in Katowice, Poland), Hanus Piotr (University of Economics in Katowice, Poland)
Tytuł
Examining How Logistics Service Providers' Adaptability Impacts Logistics Outsourcing Performance, Customers' Satisfaction and Loyalty
Wpływ adaptacyjności usługodawców logistycznych na performance obsługi oraz satysfakcję i lojalność klientów
Der Einfluss des Anpassungsvermögens von Logistikdienstleistern auf die Bedienungsperformanz und die Genugtuung und Loyalität von Kunden
Źródło
LogForum, 2018, vol. 14, nr 4, s. 449-465, rys., tab., bibliogr. 58 poz.
Słowa kluczowe
Usługi logistyczne, Satysfakcja klienta, Lojalność klientów
Logistic services, Customer satisfaction, Customer loyalty
Uwagi
summ., streszcz., zfsg.
University of Economics in Katowice statutory fund.
Abstrakt
Wstęp: Niniejszy artykuł poświęcono stosunkowo rzadko podejmowanej w literaturze przedmiotu problematyce adaptacyjności usługodawców logistycznych. Celem zrealizowanych badań była ocena wpływu adaptacyjności usługodawców logistycznych na performance obsługi oraz satysfakcję i lojalność klientów.
Metody: Sformułowano hipotezy badawcze, które zweryfikowano wykorzystując modelowanie równań strukturalnych. Badania przeprowadzono z zastosowaniem metody ankiety elektronicznej wśród 110 przedsiębiorstw zlecających obsługę logistyczną. Analizę oraz interpretację pozyskanych w ten sposób danych przeprowadzono z wykorzystaniem pakietu SPSS oraz programu R.
Wyniki: Na podstawie oszacowanych współczynników ścieżek w modelu równań strukturalnych odnotowano zależności pomiędzy adaptacyjnością usługodawcy logistycznego a performance obsługi oraz satysfakcją i lojalnością klientów.
Wnioski: Uzyskane w toku analizy statystycznej wyniki pozwoliły na pozytywną weryfikację postawionych hipotez badawczych. Potwierdzono, że działania adaptacyjne usługodawców mają bezpośredni pozytywny wpływ na performance obsługi, i co ważne - zależność ta jest bardzo istotna dla umacniania współpracy, ponieważ dzięki poprawie obsługi wyraźnie wzrasta satysfakcja klientów, kreując ich lojalność wobec usługodawcy. (abstrakt oryginalny)

Background: This article examines the adaptability of logistics services providers (LSPs), which has been relatively rarely tackled in the literature on supply chain management. We examined the impacts of LSPs' adaptability on logistics outsourcing performance, as well as on satisfaction and loyalty of their customers.
Methods: We formulated specific research hypotheses and assessed them using structural equation. The data was obtained via IT survey of 110 companies using LSPs. Our analyses were conducted in the SPSS and R software packages.
Results: Based on the estimated path coefficients from the structural equation model, we found evidence of a dependency between the adaptability of LSPs and their logistic services performance, as well as customer satisfaction and loyalty.
Conclusions: Our results confirm the importance of adaptability for the development of logistics outsourcing relationships, primarily due to the strong direct impact of LSP adaptability on logistics services performance, as well as the impact of this factor on customer satisfaction and loyalty. Therefore, when struggling to improve relations with customers, LSPs should take adaptive actions that can enhance performance outcomes. (original abstract)
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Bibliografia
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Cytowane przez
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ISSN
1895-2038
Język
eng
URI / DOI
http://dx.doi.org/10.17270/J.LOG.2018.298
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