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July 1, 2026Multimodal TransportationOpen Access

Explaining Customer Loyalty in Port Services: Evidence from an Emerging Port System Using PLS-SEM and Necessary Condition Analysis

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Authors

PNPhong Nha Nguyen

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Overview

Survey analysis demonstrates that customer satisfaction is an indispensable gatekeeper for loyalty in port users, indicating that green initiatives alone cannot compensate for low satisfaction.

Key Points

  • To examine the drivers of customer loyalty in port services by differentiating sufficient drivers from necessary conditions within a framework of service performance and green initiatives.
  • Administered cross-sectional surveys to N=368 port users across an emerging port system.
  • Combined Partial Least Squares Structural Equation Modeling (PLS-SEM) with Necessary Condition Analysis (NCA) and sequential mediation modeling.
  • Green port initiatives influenced customer evaluations indirectly through port image rather than directly altering customer satisfaction or loyalty, with environmental awareness moderating the green-to-image link.
  • Sequential mediation confirmed that both green initiatives and service performance enhance loyalty via the joint pathway of port image and customer satisfaction.
  • Customer satisfaction proved to be both the strongest statistical predictor and an indispensable necessary condition for high loyalty, establishing non-compensatory threshold effects.

Cite This Study

Phong Nha Nguyen (2026) studied this question.

synapsesocial.com/papers/6a6f840b35aa2c282ce0e025https://doi.org/10.1016/j.multra.2026.100332
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