Digitalization in container shipping: Do perception and satisfaction regarding digital products in a non-technology industry affect overall customer loyalty?

Research output: Contribution to journalArticlepeer-review

Abstract

Like many other non-tech industries, container shipping services and operations have recently started being digitalized through various digital products and technologies. Despite several proven and projected benefits of digitalization, the impact of digitalization on customer loyalty in non-tech industries has not been fully investigated. Following the recent digitization trend, this research paper examines the relationship between perception and satisfaction on recently implemented digital products and overall customer loyalty in container shipping. Anchored on the technology acceptance model (TAM), a partial least squares structural equation modeling (PLS-SEM) is applied based on the survey conducted on freight forwarders who are major customers of container lines. Results indicate that digital satisfaction and digital trust positively affect overall customer loyalty, while perceived ease of use, perceived usefulness, and digital trust positively influence digital satisfaction. Results of the study show that those digitalized services and operations of container lines have already started to influence overall customer loyalty. This paper provides important theoretical and managerial implications regarding digitalization in container shipping and other non-tech industries.
Original languageEnglish
Article number121016
Number of pages11
JournalTechnological Forecasting and Social Change
Volume172
Early online date15 Jul 2021
DOIs
Publication statusE-pub ahead of print - 15 Jul 2021

Fingerprint

Dive into the research topics of 'Digitalization in container shipping: Do perception and satisfaction regarding digital products in a non-technology industry affect overall customer loyalty?'. Together they form a unique fingerprint.

Cite this