The relationship between logistics performance and customer loyalty in manufacturing companies using (3PLs) services in Egypt

Abstract

Nowadays, the third-party logistics providers (3PLs) has become an important issue in facilitating and moving business internally and externally. Thus, this study aims to examine the association between logistics performance and customer loyalty of third-party logistics providers (3PLs) from their manufacturing customers' perspectives. This study proposes a model which examines the relationship between the logistics performance index (LPI) and both customer satisfaction and customer loyalty from one side and the relationship between organizational logistics performance (OLP) and both customer satisfaction and customer loyalty from the other side. The results support that both the logistics performance index and organizational logistics performance index have a positive impact on both customer satisfaction and customer loyalty. In addition to supporting 3PLs to measure their logistics performance from their manufacturing customers' perspective and providing insights on how to retain their customers in general and manufacturing companies in specific.