E-Customer Relationship Management and Customer Loyalty in the Context of Logistics Service Providers: A Mediating Effect of Customer Satisfaction

Soo-Cheng Chuah; Chai-Li Cheam; Jiang Lu; Roslilee Ab Halim; Fei Wan

doi:10.22610/imbr.v18i3(I).4882

Author

Dr. Soo-Cheng Chuah
- Faculty of Business and Management, Universiti Teknologi MARA, Selangor, Malaysia
- Malaysia
Chai-Li Cheam
- Faculty of Business and Management, Universiti Teknologi MARA, Selangor, Malaysia
- Malaysia
Jiang Lu
- Faculty of Business and Management, Universiti Teknologi MARA, Selangor, Malaysia
- Malaysia
Roslilee Ab Halim
- Faculty of Business and Management, Universiti Teknologi MARA, Selangor, Malaysia
- Malaysia
Fei Wan
- School of Digital Economics and Management, Suzhou City University, Suzhou, Jiangsu Province, China
- China

Abstract

In the competitive logistics industry, fostering long-term customer relationships is important for sustained business performance. Logistics companies have increasingly adopted digital tools to manage customer relationships and support customer loyalty. This study examines the relationship between electronic customer relationship management (e-CRM) and customer loyalty, and the mediating role of customer satisfaction in this relationship, among logistics service users in Malaysia. Using stimulus-organism-response (SOR) theory, e-CRM is treated as the stimulus, customer satisfaction as the organism, and customer loyalty as the response. Data were collected through an online self-administered questionnaire from 123 valid respondents in Puncak Alam, Selangor, and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that e-CRM is positively related to both customer satisfaction (β = 0.646) and customer loyalty (β = 0.334), and that customer satisfaction is positively related to customer loyalty (β = 0.576). Customer satisfaction was also found to partially mediate the relationship between e-CRM and customer loyalty (β = 0.372). These findings contribute to the limited body of knowledge on digital CRM practices in the logistics sector and offer logistics service providers practical direction for strengthening customer satisfaction and loyalty through e-CRM.

Keywords

References

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Chuah, S.-C., Cheam, C.-L., Lu, J., Ab Halim, R., & Wan, F. (2026). E-Customer Relationship Management and Customer Loyalty in the Context of Logistics Service Providers: A Mediating Effect of Customer Satisfaction. Information Management and Business Review, 18(3(I), 1-13. https://doi.org/10.22610/imbr.v18i3(I).4882

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E-Customer Relationship Management and Customer Loyalty in the Context of Logistics Service Providers: A Mediating Effect of Customer Satisfaction

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