Significance of Information Quality in Driving Repurchases and Additional Purchases: An Empirical Study of Mindanao Exporters Utilizing Ocean Freight Forwarder Services

Abstract

This study examines the significance of information quality in driving customer loyalty specifically repurchases and additional purchases among Mindanao exporters utilizing ocean freight forwarding services. Using a quantitative descriptive-correlational design, the study analyzed the relationship between key service quality dimensions, including technical quality, functional quality, trust, and information quality, and their influence on customer loyalty. Data were gathered from export company representatives directly involved in logistics operations and analyzed using multiple linear regression to identify significant predictors. Results revealed that information quality and credibility are the strongest determinants of customer loyalty, significantly influencing both repurchase and additional purchase intentions. Accurate, timely, and transparent communication was found to enhance trust and confidence, while credibility reinforced long-term business relationships. Based on these findings, the study proposes the Information Quality Enhancement Program for Sustainable Logistics, a practical framework aimed at improving real-time data accuracy, communication competence, and sustainability in logistics operations. This initiative aligns with United Nations Sustainable Development Goal 9 (Industry, Innovation, and Infrastructure) by promoting innovation-driven, transparent, and sustainable logistics systems. The study concludes that improving information management and credibility in freight forwarding services not only enhances customer loyalty but also contributes to resilient and inclusive industrial growth in emerging markets like Mindanao.