The Impact of Logistics Service quality on Loyalty using Satisfaction as a Moderating Variable: A study with Entrepreneurs

Abstract

The logistics companies strive to satisfy the entrepreneurs by improving Logistics Service quality, but there are still complaints experienced by entrepreneurs. This makes the authors interested in examining the ability of Logistics Service quality to influence consumers especially the entrepreneurs' loyalty through satisfaction as the moderating variable .The research aims to discover and analyze the effect of Logistics Service quality on loyalty of entrepreneurs in Salem region using entrepreneurs’ satisfaction as the Moderating variable. Research population is Bonded Stockpile Entrepreneurs in the Operational Area of Salem region using cluster sampling, particularly entrepreneurs availing services from logistics sector. The number of respondents according to Slovin's formula taken for the survey is 60. Data analysis is conducted using path analysis by framing four hypotheses that tested the relationship between Logistics Service quality and the entrepreneurs’ satisfaction and loyalty .Validity and reliability testing performed indicated that the result was valid and reliable, by which research was stepped in to the next analysis. The Assumption testing resulted with no multicollinearity. The researcher has tested all the derived hypothesis statement and have statistically proved.