The Effect Of Logistics Service Quality And Perceived Marine Cargo Insurance On Customer Satisfaction: The Mediating Role Of Trust Among Logistics Service Users
Keywords:
Logistics Service Quality, Marine Cargo Insurance, Trust, Customer Satisfaction, Relationship Marketing, Logistics ServicesAbstract
This study investigates the mediating role of Trust in the relationship between Logistics Service Quality (LSQ), Marine Cargo Insurance (MCI), and Customer Satisfaction among logistics service users. A quantitative approach with a cross-sectional survey design was employed. Data were collected from 100 respondents who had experience using logistics services and were familiar with Marine Cargo Insurance. Purposive sampling was applied, and the data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS. The results indicate that Logistics Service Quality has a positive and significant effect on Trust, whereas Marine Cargo Insurance does not significantly influence Trust. Furthermore, Trust has a positive and significant effect on Customer Satisfaction. The mediation analysis reveals that Trust significantly mediates the relationship between Logistics Service Quality and Customer Satisfaction. However, Trust does not mediate the relationship between Marine Cargo Insurance and Customer Satisfaction due to the insignificant effect of Marine Cargo Insurance on Trust. This study contributes to the logistics and relationship marketing literature by emphasizing the central role of Trust in translating service quality into customer satisfaction. The findings suggest that customers tend to place greater emphasis on service performance than on risk protection mechanisms such as Marine Cargo Insurance when developing trust toward logistics service providers. Practically, the results provide insights for logistics companies and insurance providers in enhancing customer trust and satisfaction through service quality improvement and more effective communication of insurance benefits.
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