Customer loyalty is a vital component for businesses to achieve success and growth and that gaining customer loyalty can be sustainable by building a positive reputation. This study investigated the influence of customer satisfaction and trust as dimensions of the reputation of Ocean Freight Forwarders on customer loyalty. Data were collected from 180 exporting companies in Mindanao and a survey questionnaire was administered. A descriptive correlational design was employed, and the results showed positive and statistically significant relationship between customer loyalty, satisfaction, and trust. The findings revealed that exporters perceive Ocean Freight Forwarders' reputation as highly satisfactory in terms of technical and functional qualities, and they have a very high level of trust in forwarders' benevolence and credibility. The results also showed strong loyalty in all dimensions of customer loyalty. Thus, the practical implications of this study are clear: prioritizing customer satisfaction and maintaining trust by the forwarders are essential for establishing a strong reputation. Therefore, Ocean Freight Forwarders should consider these findings and continuously evaluate and improve their trust image and customer satisfaction strategies to enhance customer loyalty and maintain a competitive position in the dynamic export industry.
Keywords: bully, Facebook, comment, like, follow, intervention, drop-out, engagements