The independent variables linked to their different levels of latent and dependent variables are linked to loyalty
| Num. Var. | Likert (1–5) independent variable | |
|---|---|---|
| Facilities | Perceived value | |
| A1.1 | The facilities are spacious, modern and clean | |
| A1.2 | The port was neat and well organized | |
| A1.3 | It is well located (with good transport links) | |
| A1.4 | As a whole, all the necessary services are well ordered and organized | |
| A1.5 | The distribution of the port space favors confidentiality and privacy | |
| A1.6 | The port has modern equipment and new technologies | |
| A1.7 | The material elements and documents that have to do with the service (information, plans, standards) are attractive and understandable | |
| Staff | ||
| A2.1 | The staff knows their job well | |
| A2.2 | Your advice is valuable | |
| A2.3 | They know the requested service | |
| A2.4 | They are good professionals and are up to date on how to provide the service to meet the needs of the customers | |
| Quality | ||
| A3.1 | The service provided is well organized | |
| A3.2 | Compared to the services provided by other ports, there is an acceptable level of quality | |
| A3.3 | The quality of the service provided has been maintained throughout the time | |
| A3.4 | The result of the service of this port was as expected | |
| Satisfaction | ||
| A4.1 | My choice to use this port has been a correct one | |
| A4.2 | I did the right thing using this port | |
| A4.3 | The experience gained with this port was exactly what I needed | |
| Trust | ||
| A5.1 | We can trust this port because they accomplish their promises | |
| A5.2 | We do not hesitate to do business with this port even when the situation is unclear | |
| A5.3 | I encourage other companies to do business with this port | |
| A5.4 | This port is reliable and trusted | |
| Commitment | ||
| A6.1 | We intend to do business with this port in the future | |
| A6.2 | We are dedicated to continuing to do business with this port | |
| A6.3 | We are determined about our future intention to do business with this port | |
| Num. Var. | Likert (1–5) independent variable | |
|---|---|---|
| Perceived value | ||
| A1.1 | The facilities are spacious, modern and clean | |
| A1.2 | The port was neat and well organized | |
| A1.3 | It is well located (with good transport links) | |
| A1.4 | As a whole, all the necessary services are well ordered and organized | |
| A1.5 | The distribution of the port space favors confidentiality and privacy | |
| A1.6 | The port has modern equipment and new technologies | |
| A1.7 | The material elements and documents that have to do with the service (information, plans, standards) are attractive and understandable | |
| A2.1 | The staff knows their job well | |
| A2.2 | Your advice is valuable | |
| A2.3 | They know the requested service | |
| A2.4 | They are good professionals and are up to date on how to provide the service to meet the needs of the customers | |
| A3.1 | The service provided is well organized | |
| A3.2 | Compared to the services provided by other ports, there is an acceptable level of quality | |
| A3.3 | The quality of the service provided has been maintained throughout the time | |
| A3.4 | The result of the service of this port was as expected | |
| A4.1 | My choice to use this port has been a correct one | |
| A4.2 | I did the right thing using this port | |
| A4.3 | The experience gained with this port was exactly what I needed | |
| A5.1 | We can trust this port because they accomplish their promises | |
| A5.2 | We do not hesitate to do business with this port even when the situation is unclear | |
| A5.3 | I encourage other companies to do business with this port | |
| A5.4 | This port is reliable and trusted | |
| A6.1 | We intend to do business with this port in the future | |
| A6.2 | We are dedicated to continuing to do business with this port | |
| A6.3 | We are determined about our future intention to do business with this port | |
| Num. Var | Likert (1–5) dependent variable |
|---|---|
| Loyalty | |
| B1.1 | We say positive things to other companies about the port |
| B1.2 | We recommend this port to companies looking for advice |
| B1.3 | We encourage other companies to do business with this port |
| B1.4 | We will do more business with this port in the coming years |
| Num. Var | Likert (1–5) dependent variable |
|---|---|
| B1.1 | We say positive things to other companies about the port |
| B1.2 | We recommend this port to companies looking for advice |
| B1.3 | We encourage other companies to do business with this port |
| B1.4 | We will do more business with this port in the coming years |
Source(s): Authors' own elaboration
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