Measuring Customer Satisfaction with Logistics Services: An Investigation of the Motor Carrier Industry

This preliminary study utilizes a data envelopment methodology to assess the strategic orientations of LTL motor carriers and their impact on customer satisfaction and firm profitability. Strategic orientations are described in terms of seven dimensions previously identified in the motor carrier literature. The study demonstrates that there are "best practice" configurations of the intensities of these strategic dimensions that most efficiently generate the maximum levels of customer satisfaction and perceived levels of service quality. It is shown how the data envelopment methodology provides motor carriers with a means of benchmarking their strategic orientations as well as identifying the competitors against whom such benchmarking should occur.

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Deregulated Motor Carrier Industry -- Marketing Implications

Proceedings of the 1982 Academy of Marketing Science (AMS) Annual Conference - Developments in Marketing Science: Proceedings of the Academy of Marketing Science ◽

10.1007/978-3-319-16946-0_101 ◽

2015 ◽

pp. 422-425

Author(s):

William A. Dempsey ◽

Richard Lancioni

Keyword(s):

Motor Carrier ◽

Motor Carrier Industry

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Sustainable Online Shopping Logistics for Customer Satisfaction and Repeat Purchasing Behavior: Evidence from China

Sustainability ◽

10.3390/su11205626 ◽

2019 ◽

Vol 11 (20) ◽

pp. 5626 ◽

Cited By ~ 3

Author(s):

Choi ◽

Chung ◽

Young

Keyword(s):

Customer Satisfaction ◽

Customer Service ◽

Online Shopping ◽

Customer Relationship ◽

Purchasing Behavior ◽

Logistics Services ◽

Quality Of Delivery ◽

The Impact ◽

Repeat Purchasing

This study examines the impact of the quality of online shopping logistics services on customer satisfaction and in driving subsequent repeat purchasing behavior. Five hypotheses are established to represent the relationships between customer satisfaction and each factor of logistics services: quality of information, quality of order, quality of delivery, price of delivery, and customer service. The research includes surveys conducted over two months from 1 December, 2016, to 31 January, 2017, targeting mostly young Chinese customers with experience purchasing products online, thus representing e-commerce. A questionnaire was distributed to each subject in a sample of 150 Chinese customers with online shopping experience. The empirical analysis indicates that logistics service quality, and primarily the quality of delivery, has a statistically significant impact on customer satisfaction, which, in turn, has a statistically significant impact on repeat purchasing behavior. The results provide insight into the strategy behind China’s rapidly growing online shopping industry, which focuses on maintaining stability through long-term customer relationship management.

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Returns to compensation in trucking: Does safety pay?

The Economic and Labour Relations Review ◽

10.1177/1035304619833859 ◽

2019 ◽

Vol 30 (2) ◽

pp. 262-284 ◽

Cited By ~ 1

Author(s):

Michael R Faulkiner ◽

Michael H Belzer

Keyword(s):

Net Present Value ◽

Retention Rates ◽

Firm Level ◽

Data Set ◽

Motor Carrier ◽

Level Data ◽

Motor Carrier Industry ◽

The Us ◽

Before And After ◽

Trucking Companies

Large truck crashes remain a significant problem in the truckload sector of the US motor carrier industry. Employing a unique firm-level data set from a large US truckload motor carrier, we identified two different driver groups hired during two distinct pay regimes. Before-and-after data on wages and safety outcomes created a natural experiment. Higher wages paid to experienced drivers in the new pay regime led to higher driver retention rates. Experienced drivers had lower average crash costs and were more productive during each tenure month. Experienced drivers had a much larger expected discounted net present value when compared with inexperienced drivers. As the previously inexperienced drivers gained additional experience, their crash probabilities and their value began to mirror those of the experienced drivers, demonstrating the value of greater tenure. This research supports ‘safe rates’ public policy because safety pays – for trucking companies, for cargo owners and for society. JEL Codes: J24, J28, J33

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