Perception of Service Providers Vs Customers on Key Success Factors of Third Party Logistics Relationship - An Empirical Study
Résumé
Creating and growing relationships have never been easy in any business situation and third party logistics business is no exception. In this context there are challenges to both customers and providers of logistics services. This paper provides a comparison of third party logistics (3PL) service providers and 3PL customers with respect to the perception of key success factors for building and fostering relationship. The key success factors and its related sub factors were derived from the extant literature and modified to reflect the nature of 3PL arrangements. The relevant data were collected from separate, but consistent, mail surveys that were sent to 3PL service providers and 3PL customers. The results indicate statistically significant difference in the perception of critical success factors between 3PL service providers and 3PL customers.