Drivers Impacting Relationship Quality and Customer Loyality in Logistics Outsourcing: Pakistan Perspective

Mahreen Amjad

Abstract


By increasing the scope of supply chain management and the concept of outsourcing logistics activities of third party logistics services. The relationship quality in supply chain management has begun to start the understanding of logistics outsourcing especially in Pakistan. This study covers the gap and investigates the drivers of impacting relationship quality and customer loyalty in logistics outsourcing in Pakistan.

In this research used Transaction cost economics (TCE) and resource dependence theory (RDT). The dependent variable of logistics outsourcing is the unavailability of alternatives, logistics performance. Information sharing, 3PL importance are positive impact on relationship quality and opportunistic behavior providing a negative impact on relationship quality and this relationship quality build the customer loyalty and length of the relationship with the customers.

So the impact of relationship quality is positive on the customer loyalty. Managerial implication also observed in this study and gave the positive direction for future. 


Keywords


Logistics Outsourcing, Relationship Quality, Customer Loyalty, 3pl Pakistan

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DOI: http://dx.doi.org/10.18034/abr.v7i2.1031

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