Conceptualising Loyalty Benefits as the Relational benefits perceived by Malaysian Automotive manufacturers

Abstract

Objective - In the automotive industry, many companies look at strategic advantages in logistics to reduce costs. An enormous challenge faced by the Logistics Service Providers (LSPs) in Malaysia's automotive industry is preserving successful customer relationships. Methodology/Technique – Therefore, evaluating the most perceived criteria by logistics players in the automotive business is paramount. In this study, the companies are chosen to examine the relative importance of the three identified benefits, Special Treatment, Value Added (VAL), and Collaborative Benefits (COL), by data collected from manufacturing firms in the automotive industry. In addition, a new benefit, Loyalty Benefit (LOY), was added to the framework. Finding – The first stage of the survey involved the operational levels, i.e., The team leaders and below, to check on the relevance of the questionnaire. The second stage involved the management level or decision makers. Novelty – The contribution of the paper includes adding theoretical insight into the relationship concept that has been applied by manufacturers and LSPs and will help LSPs to perceive and understand what the manufacturers expect and how to provide the level of services that meet their expectations. Type of Paper: Empirical JEL Classification: G32, M39. Keywords: Loyalty Benefits; Logistics Service Provider; Linear Regression Writing and Investigation – M.F.S; Supervision, Methodology and Funding – S.S.R.S.; Methodology and Analysis – A.N.A; Data Collection and Analysis – N.A.M Reference to this paper should be referred to as follows: Sazali, M.F; Shariff, S.S.R; Aimran, A.N; Mohamad, N.A. (2023). Conceptualising Loyalty Benefits as the Relational benefits perceived by Malaysian Automotive Manufacturers, GATR-Global J. Bus. Soc. Sci. Review, 11(2), 26–37. https://doi.org/10.35609/gjbssr.2023.11.2(1)