From Ports to People: An Empirical Study on Hinterland Transport and Customer Satisfaction

Abstract

The paper investigates the complex relationship between customer satisfaction and the choice of land transport modes used in cargo transportation between ports and their hinterlands. This relationship is a complex issue that necessitates careful investigation because of its many influences. Key factors shaping this relationship include service quality, negotiation power, reliability, port traffic, and technological advancements like tracking facilities. These elements significantly impact the logistics and transportation landscape, affecting both customer choices and the operational strategies of service providers. As the logistics industry evolves, understanding the interaction of these factors and their effect on customer satisfaction becomes increasingly important. Service quality is highlighted as a fundamental determinant of customer satisfaction, encompassing aspects such as responsiveness, reliability, and overall efficiency of transport services. The competitive landscape of transport companies is closely linked to their ability to meet customer demands and provide superior service. Reliability, especially in intermodal transport, is crucial for ensuring consistent service delivery, while effective port traffic management is essential for optimizing transportation efficiency. Environmental impact, safety, and security considerations are also becoming more important in shaping customer perceptions and preferences. As the industry moves towards sustainable practices, factors like carbon emissions and safety standards are vital for maintaining customer loyalty and satisfaction. Additionally, the integration of technology plays a significant role in enhancing service quality, enabling real-time tracking and communication that fosters transparency and trust between transport providers and their customers. The research aims to delve into these intricate relationships, exploring how various determinants influence customer satisfaction and the selection of land transport modes in cargo transportation between ports and hinterlands. By drawing insights from existing literature and case studies, the study seeks to provide a comprehensive understanding of the dynamics at play. Ultimately, the study aspires to contribute to the development of strategies that enhance service quality and customer satisfaction in the logistics sector, fostering a more responsive and sustainable transportation framework.