Relationship Management in International Supply Chains involving Maritime Transport : The role of Logistics service quality, relationship quality and Switching Barriers in creating customer loyalty

The analysis in the report was directed towards analyzing the impact of logistics service quality, relationship quality and switching barriers on customer loyalty in maritime logistics. The analysis has been performed in the context of Pakistan and the data was collected from freight forwarders. The sample size that was collected for the research was 200 and the sampling technique that was used was convenience sampling. The statistical techniques that were used for the purpose of analysis were regression, correlation and reliability analysis. The findings that were obtained through the analysis were that service quality in the form of operational and relationship loyalty, relationship in the form of trust and commitment and the switching barriers such as cost, availability of alternatives affect the loyalty of the freight forwarders with the shipping companies in Pakistan. The findings of the research are expected to be significant for the shipping companies operating in Pakistan.