The effects of trust and communication on flexibility and customer relationships between port logistics firms and shippers

Abstract

The objective of this study is to examine the effects of trust and communication on flexibility and customer relationships between port logistics firms and shippers. In order to achieve this objective, the study collected questionnaires from 238 port logistics firms and conducted analyses. The results are as follows: First, the trust of port logistics firms has a positive effect on both flexibility and customer relationships. When there is a high level of mutual trust between port logistics firms and shippers, the firms can provide flexible services and work towards a common goal by sharing information and resources based on a strong understanding. Second, port logistics firms that engage in frequent communicate with shippers are more likely to provide flexible services. By exchanging information with shippers, port logistics firms can establish service processes that align with the specific needs of the shippers, ultimately leading to the provision of superior services. Third, the flexibility of port logistics firms enhances customer relationships with shippers. By offering flexible services, port logistics firms can build strong relationships with shippers and work together towards common goals. Fourth, trust and communication of port logistics firms further reinforce the relationship between flexibility and customer relationships. When there are trust and effective communication between the firms and shippers, the positive effect of flexibility on customer relationships is amplified.