The Influencing Factors of Logistics Integration and Customer Service Performance for Value Creation of Port Logistics Firms

The aim of this research is to analyze the relationships between environmental uncertainty (EU), logistics information systems (LIS), logistics integration (LI) such as internal integration (II) and external integration (EI) and customer service performance (CSP) of port logistics firms. This research verified the relationships between variables by an analysis of structural equation modeling. The results are as follows. First, EU has a positive influence on II but it has no effect on EI. Second, LIS has a positive influence on LI, which means LIS can provide a useful foundation for LI in a port logistics process. Third, II has a positive influence on EI. When port logistics firms have efficient internal processes, they can structure efficient relationships with customers and suppliers. Fourth, II has a positive influence on CSP but EI does not lead directly to better outcomes of performance. In other words, EI is necessary but not a sufficient condition for an improvement of CSP. Despite the lack of support for the relationship between EI and CSP, EI has a positive influence on II and, in turn, it indirectly affects CSP. Therefore, II mediates the relationship between EI and CSP.