CUSTOMER LOYALTY IN CORPORATE LOGISTICS SERVICES: A SYSTEMATIC LITERATURE REVIEW OF OPERATIONAL AND RELATIONAL DRIVERS

Della Galuh Anastasia, Maniah Maniah

Abstract


Customer loyalty is an important factor in maintaining business relationship sustainability in increasingly competitive corporate logistics services. This study aims to identify the factors affecting customer loyalty in corporate logistics services using the Systematic Literature Review (SLR) method. A total of 79 relevant scientific articles were analyzed to determine the main factors most frequently discussed in previous studies. The results show that customer loyalty is influenced by five main factors, namely service reliability (35.4%), customer satisfaction (26.6%), service value (19.0%), delivery timeliness (15.2%), and relationship marketing (3.8%). Service reliability is the most dominant factor, indicating that consistency and the company’s ability to fulfill service promises are the key determinants in building customer loyalty. Customer satisfaction and service value also play important roles in maintaining long-term relationships, while delivery timeliness and relationship marketing act as supporting factors in increasing customer trust and commitment. These findings indicate that customer loyalty in corporate logistics services requires synergy between operational reliability, customer satisfaction, service value, and long-term relationships to create sustainable competitive advantage.


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References


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DOI: https://doi.org/10.3059/insis.v0i0.29976

DOI (PDF): https://doi.org/10.3059/insis.v0i0.29976.g15241

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