Determinants of Exporter Satisfaction in Inland Container Depots: Assessing the Role of Timeliness, Cost Efficiency, and Service Quality

Abstract

Inland Container Depots (ICDs) are also used to support international trade, by providing port services to deep into the hinterland. The satisfaction of exporters is a determinant of the ICD competitiveness and operation sustainability. The article will discuss the most important determinants of exporter satisfaction, which are based on three important dimensions: timeliness, cost efficiency, and service quality. The article will use logistics service quality frameworks and empirical studies to understand the impacts these factors have on the perceptions and decision-making of the exporters. Exporter satisfaction takes into consideration the extent to which the expectations of the exporters with regard to the logistics services are fulfilled or surpassed. It is determined by not only the tangible aspects (cost, infrastructure, transit time) but also the intangible ones (reliability, responsiveness, communication). The results indicate that although the three dimensions interact with each other, timeliness and quality of the service have a direct effect on satisfaction, but cost efficiency influences long-term loyalty. The research ends with managerial conclusions on how to enhance ICD performance and better satisfaction by the exporters