Relationship between a Port’s Reputation, Customer Satisfaction and Customer Loyalty

Emerald - 2016
Hee-SungBae1
1Department of International Trade, Tongmyong University, Busan, Korea

Tóm tắt

There are two objectives of this study: to analyze gaps in customer satisfaction and to test the customer loyalty gap on the basis of the reputation of Busan New Port. This study identifies the relationships between variables as well as the conceptual and operational definitions using prior research. Data was collected from 93 members of the International Freight Forwarders Association. The reliability and validity of the data was analyzed and the relationships between the variables were tested by analysis of covariance. The results are as follows: First, the reputation of Busan New Port means the abilities in which the port provides valuable benefits to international freight forwarders. The analytical results show that there is a gap in customer satisfaction between high- level and low- level reputation. Second, the levels of reputation are based on the gap in customer loyalty. This means that there are gaps in the friendly attitude of international freight forwarders and sustainable usage on the basis of the varying levels of port reputation.

Từ khóa


Tài liệu tham khảo

Anderson, E.W., Fornell, C., Lehmann, D.R., 1994. Customer satisfaction, market share and profitability: findings from Sweden. Journal of Marketing 58, 53-66. 10.1177/002224299405800304

Armstrong, J.S., Overton, T.S., 1977. Estimating nonresponse bias in mail surveys. Journal of Marketing Research 14, 396-402. 10.1177/002224377701400320

Bae, H.S., 2014. The interactive effect of supply chain integration on performance of international freight forwarders. Journal of International Logistics and Trade 12, 97-119. 10.24006/jilt.2014.12.2.005

Baek, M.Y., Han, S.L., 2007. Retailer’s service quality on customer value, customer satisfaction and word-of-mouth intention. Journal of Korean Service Management Society 8, 79-103.

Barney, J., 1991. Firm resources and sustained competitive advantage. Journal of Management 17, 99-120. 10.1177/014920639101700108

Barnett, M.L., Jermier, J.M., Lafferty, B.A., 2006. Corporate reputation: the definitional landscape. Corporate Reputation Review 9, 26-38. 10.1057/palgrave.crr.1550012

Chang, Y.T., Lee, P.T.W., 2007. Overview of interport competition: issues and methods. Journal of International Logistics and Trade 5, 99-121. 10.24006/jilt.2007.5.1.006

Chaudhuri, A., Holbrook, M., 2001. The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of Marketing 65, 81-93. 10.1509/jmkg.65.2.81.18255

Chon, M.B., 2013. A study of the location of foreign firms and CSR activity: focusing on the mediating effect of reliability, commitment, and corporate reputation. Korean Journal of Corporate Business 20, 103-123.

Dowling, G.R., 2001. Creating Corporate Reputation – Identity Image, and Performance. Oxford University Press, Oxford, UK.

Fombrun, C., Shanley, M., 1996. Reputation: Realizing Value from the Corporate Image. Harvard Business School Press, Boston, MA.

Fornell, C., 1992. A national customer satisfaction barometer: the Swedish experience. Journal of Marketing 56, 6-21. 10.1177/002224299205600103

Gotis, M., Wilson, A.M., 2001. Corporate reputation: seeking a definition. Corporate Communications: An International Journal 6, 24-30. 10.1108/13563280110381189

Hall, R., 1992. The strategic analysis of intangible resources. Strategic Management Journal 13, 135-144. 10.1002/smj.4250130205

Jin, C.H., 2011. The relationship between consumers awareness, image, perceived quality toward private brand and brand loyalty. Korean Journal of Business Administration 24, 3461-3480.

Kang, J.H., Song, J.M., Jeon, I.K., 2013. The structural relationship among CSR on corporate performance use sports and consumers’ attitude, corporate reputation, perceived social connectedness, purchase intention consumer. The Korean Journal of Sports Science 22, 545-563.

Kim, B.A., Lee, J.K., Song, S.Y., 2014. Radical and incremental new products and firm value in pharmaceutical industry: moderating role of firm reputation. Korean Business Review 43, 443-463.

Kim, M.K., Kim, Y.S., 2014. A study on the effect of food service enterprise’s social responsibility participation on employees’ firm reputation and organization loyalty. Internal Journal of Tourism and Hospitality Research 28, 197-211.

Kim, S.Y., Joo, H.Y., 2008. The structural relationship among port logistics service quality, port reputation and customer loyalty of liner ships. Korean Trade Review 33, 1-30.

Kwag, D.H., Ryu, K.S., 2014. The relationships between corporate social responsibility (CSR), corporate reputation, and behavior intention: the case of S brand. Journal of Foodservice Management Society of Korea 17, 33-52.

Lee Y.J., 2000. Generalized research on customer satisfaction. Korean Society of Consumer Studies 11, 139-166.

Lee, Y.O., Kim, M.S., 2008. The effect of logistics service quality on customer satisfaction and repurchase intention: focusing on company size as a moderator. Journal of International Logistics and Trade 6, 55-73. 10.24006/jilt.2008.6.1.004

Nunnally, J., 1978. Psychometric Theory. McGrow-Hill, New York.

Roberts, P.W., Dowling, G.R., 1997. The value of a firm’s corporate reputation: how reputation helps attain and sustain superior profitability. Corporate Reputation Review 23, 1077-1093. 10.1002/smj.274

Szymanski, D.M., Menard, D.H., 2001. Customer satisfaction: a meta-analysis of the empirical evidence. Journal of Academy of Marketing Science 29, 16-35. 10.1177/009207030102900102

Thông tin
Thông tin xuất bản

Emerald

Thông tin tác giả