Developing Framework for Measuring Customer Loyalty and sustainability Growth in the 3PL Industry: A Case of an Evolving Market

Abstract

This study explains the outcomes formed on study Developing Framework for Measuring Customer Loyalty in 3PL Industry. The gathered data was collected from the 133 respondents’ employees of different industries who outsource 3pl services and Smart PLS – SEM was applied. The results explained that the service Quality has positive significant impact on customer orientation, customer satisfaction and relationship quality while on the other hand customer orientation has positive impact on customer satisfaction and insignificant impact on customer loyalty and relationship quality. Customer satisfaction has positive significant impact on relationship quality and insignificant impact on customer loyalty and on the other hand relationship quality has positive significant impact on customer loyalty. Results recommended 3pl company’s managers to more focus on development of relationship quality with their customers along with good service quality and customer orientation.