Factors Affect to Customer Loyalty in Logistics Industry

Chan Sum Aaron

(California State University, USA)

Abstract: The purpose of this paper is to establish a conceptual framework to help the HK’s third party logistics (TPL) providers exploring the degrees of affecting of determinants in logistics industry such as Innovation (IN), Timeliness (TM), Information Availability (IA), Service Variety (SV) and Continuous Improvement (CI) for Customer Loyalty (CL). The research results indicate that innovation and timeliness are the most critical determinants that have affecting to customer loyalty and people will put extra weight on innovation when deciding whether to continue the relationship with the current supplier in long term. On the other aspect, the results show that elder people and female will interest on continuous improvement when deciding whether to recommend their supplier.

Key words: innovation; timeliness; continuous improvement; customer loyalty