Border Gateways as Touchpoints: Service Quality, Fairness, and Destination Loyalty – A Systematic Literature Review

Dhidik Apriyanto; Maria Christiana Iman Kalis; Muhammad Irfani Hendri

doi:10.55927/fjmr.v5i6.95

Authors

Dhidik Apriyanto Universitas Tanjungpura
Maria Christiana Iman Kalis Universitas Tanjungpura
Muhammad Irfani Hendri Universitas Tanjungpura

DOI:

https://doi.org/10.55927/fjmr.v5i6.95

Keywords:

Border Gateway, Service Quality, Fairness, Destination Loyalty

Abstract

Cross-border gateways serve as critical touchpoints shaping consumer experiences, perceptions of fairness, and destination loyalty. Drawing from a systematic review of empirical and theoretical studies on cross-border services including e-commerce platforms, healthcare, and emergency services. This study examines how service quality, responsiveness, and equitable resource allocation influence user satisfaction and repeated engagement. Methodologically, the review integrates quantitative surveys, structural equation modeling, and qualitative interviews to capture multi-stakeholder perspectives across borders. Findings suggest that high service quality and transparent, fair procedures significantly enhance trust and loyalty, while infrastructural and regulatory challenges moderate these effects. Implications highlight the need for integrated governance and operational strategies to optimize cross-border interactions and reinforce sustainable consumer loyalty at border gateways.

References

Allen, W. (2013). "I am from Busia!": Everyday trading and health service provision at the Kenya-Uganda border as placemaking activities. Journal of Borderlands Studies, 28(3), 291–306. https://doi.org/10.1080/08865655.2013.862756

Amato, R., & Velicogna, M. (2022). Cross-border document service procedures in the EU from the perspective of Italian practitioners—The lessons learnt and the process of digitalisation of the procedure through e-CODEX. Laws, 11(6). https://doi.org/10.3390/laws11060081

Andini, I., Djunaedi, A., & Swasto, D. F. (2022). Changes in the coverage of essential services along the rural provincial border as a result of informal collaboration (case: D.I. Yogyakarta Province rural provincial border). Geoplanning, 9(1), 25–36. https://doi.org/10.14710/geoplanning.9.1.25-36

Argustaitė-Zailskienė, G., Digryte, L., & Emaitiene, N. (2019). Lithuanian State Border Guard Service officers' traumatic experiences and their psychological counselling needs and attitudes. Health Psychology Report, 7(3), 183–190. https://doi.org/10.5114/hpr.2019.88615

Aulkemeier, F., Iacob, M.-E., & van Hillegersberg, J. (2017). An architectural perspective on service adoption: A platform design and the case of pluggable cross-border trade compliance in e-commerce. Journal of Organizational Computing and Electronic Commerce, 27(4), 325–341. https://doi.org/10.1080/10919392.2017.1363588

Azar, S. T., Robinson, L. R., & Proctor, S. N. (2012). Chronic neglect and services without borders: A guiding model for social service enhancement to address the needs of parents with intellectual disabilities. Journal of Mental Health Research in Intellectual Disabilities, 5(2), 130–156. https://doi.org/10.1080/19315864.2011.592238

Barattieri, A., Borchert, I., & Mattoo, A. (2016). Cross-border mergers and acquisitions in services: The role of policy and industrial structure. Canadian Journal of Economics, 49(4), 1470–1501. https://doi.org/10.1111/caje.12241

Berbecaru, D., Lioy, A., & Cameroni, C. (2019). Electronic identification for universities: Building cross-border services based on the eIDAS infrastructure. Information (Switzerland), 10(6). https://doi.org/10.3390/info10060210

Bloßfeldt, S. (2024). Cross-border central places in the Bavarian-Czech border region – Closing the gap for services of general interest? Raumforschung und Raumordnung, 82(4), 294–307. https://doi.org/10.14512/rur.1968

Bojorquez, I., Arévalo, M., Chávez, A. L., Gómez-Osorio, R. N., Rodriguez-Chavez, C., Leyva, R., Gittinger, R., & Bustamante, N. D. (2024). Cross-border use of health services: An exploratory mixed-methods project at the Mexico-Guatemala border. PLOS Global Public Health, 4(11). https://doi.org/10.1371/journal.pgph.0003685

Bredenkamp, I., & Wessels, A. (2011). The South African chaplaincy service (SACHS) and state policy during the border war, 1966–1989. Acta Theologica, 31(1), 1–19. https://doi.org/10.4314/actat.v31i1.1

Bruthans, J., & Jiráková, K. (2023). The current state and usage of European electronic cross-border health services (eHDSI). Journal of Medical Systems, 47(1). https://doi.org/10.1007/s10916-023-01920-9

Bukuluki, P., Kisaakye, P., Mulekya, F., Mushomi, J., Mayora, C., Palattiyil, G., Sidhva, D., & Nair, H. (2022). Disruption in accessing sexual and reproductive health services among border populations during COVID-19 lockdown in Uganda. Journal of Global Health, 12. https://doi.org/10.7189/JOGH.12.04065

Byrd, T. L., & Law, J. G. (2009). Cross-border utilization of health care services by United States residents living near the Mexican border. Revista Panamericana de Salud Pública/Pan American Journal of Public Health, 26(2), 95–100. https://doi.org/10.1590/S1020-49892009000800001

Bäßler, J., Orsson, J., Kuntosch, J., & Flessa, S. (2024). Acceptance of cross-border emergency medical services. Notfall und Rettungsmedizin, 27(3), 204–211. https://doi.org/10.1007/s10049-023-01183-4

Chen, Y., & Pan, F. (2025). Cross-border expansion of advanced producer services under the influence of internalization process and location advantage: A case study of US head consulting industry. Dili Yanjiu, 44(10), 2609–2625. https://doi.org/10.11821/dlyj020250085

Chiha, A., Vannieuwenborg, F., Denis, B., Colle, D., & Verbrugge, S. (2023). Cooperative, connected and automated mobility (CCAM) services provisioning in cross-border settings: Techno-economic analysis in the light of technical challenges. Transport Policy, 140, 68–84. https://doi.org/10.1016/j.tranpol.2023.06.005

Chisenga, M., Dlamini, B., Mwendera, N., Máquina, P., Hamainza, B., Martins, J. F., Saúte, F., Bock, H., Gosling, R., Bennett, A., Smith, J., & Kleinschmidt, I. (2023). The provision of malaria services in border districts of four countries in Southern Africa: Results from a cross-sectional community assessment of malaria border health posts. Malaria Journal, 22(1). https://doi.org/10.1186/s12936-023-04687-z

Chotisarn, N., & Phuthong, T. (2025). Logistics service quality and customer behavior in cross-border e-commerce: A Thai consumer perspective. Cogent Business and Management, 12(1). https://doi.org/10.1080/23311975.2025.2486581

Chung, S., Kim, H., & Choi, D. (2025). Impacts of internal and external uncertainties on logistics service flexibility in cross-border e-commerce logistics: Evidence from South Korea. Systems, 13(12). https://doi.org/10.3390/systems13121082

Clark, N. (2024). Noblewomen, court service, and crossing borders: England c. 1500–1550. Royal Studies Journal, 11(1), 120–143. https://doi.org/10.21039/rsj.444

Cohen, A., Kolikant, Y. B.-D., Sapir, M., Resnik, J., & Patterson, T. J. (2025). Pedagogies of dialogue in global citizenship education: Pre-service teachers navigate controversial issues across borders. Discourse. https://doi.org/10.1080/01596306.2025.2574981

Contreras-Bustamante, J. R. A., Gallardo Pérez, H. J., & Vergel-Ortega, M. (2020). Healthy organizational practices in institutions that provide services in border zones. Revista Venezolana de Gerencia, 25(3), 42–64. https://doi.org/10.37960/rvg.v25i3.33353

Coronato, M., & Prezioso, M. (2019). The Network of Protected Areas (NPA) as an instrument to implement cross-border public services. Urban Science, 3(3). https://doi.org/10.3390/urbansci3030097

Crudo Blackburn, C. C., Rico, M., Knight, L., Sebesta, B., & Niekamp, K. (2025). Border region emergency medical services in migrant emergency care. JAMA Network Open, 8(4). https://doi.org/10.1001/jamanetworkopen.2025.3111

Daniel, C., Ouagne, D., Sadou, E., Paris, N., Hussain, S., Jaulent, M.-C., & Kalra, D. (2017). Cross border semantic interoperability for learning health systems: The EHR4CR semantic resources and services. Learning Health Systems, 1(1). https://doi.org/10.1002/lrh2.10014

das Gupta, M., Dasgupta, R., Kugananthan, P., Rao, V., Somanathan, T. V., & Tewari, K. N. (2020). Flies without borders: Lessons from Chennai on improving India’s municipal public health services. Journal of Development Studies, 56(5), 907–928. https://doi.org/10.1080/00220388.2019.1605053

de Carvalho, F. A. L. (2014). "At his own expense for the King's Service": Officials, settlers, and the defense of the border in the extreme west of Portuguese America, c. 1750–1800. Historia (Brazil), 33(1), 171–194. https://doi.org/10.1590/s0101-90742014000100010

Dedović, S., Leuven, K. U., & Homburg, V. (2024). Cross-border digital public services in the European Union: A systematic literature review. International Journal of Electronic Governance, 16(1), 4–28. https://doi.org/10.1504/IJEG.2024.138457

Dincer, N. N., & Tekin-Koru, A. (2020). The effect of border barriers to services trade on goods trade. World Economy, 43(8), 2093–2118. https://doi.org/10.1111/twec.12944

Dołzbłasz, S. (2015). Symmetry or asymmetry? Cross-border openness of service providers in Polish-Czech and Polish-German border towns. Moravian Geographical Reports, 23(1), 1–12. https://doi.org/10.1515/mgr-2015-0001

Duclos, D., Ekzayez, A., Ghaddar, F., Checchi, F., & Blanchet, K. (2019). Localisation and cross-border assistance to deliver humanitarian health services in North-West Syria: A qualitative inquiry for the Lancet-AUB Commission on Syria. Conflict and Health, 13(1). https://doi.org/10.1186/s13031-019-0207-z

Elvins, S., & Parkin, K. (2025). The business of abortion: Referral services, cross-border consumption, and Canadian women's access to abortion in New York State, 1970–1972. Enterprise and Society, 26(1), 197–217. https://doi.org/10.1017/eso.2023.61

Furmankiewicz, M., Buryło, K., & Dołzbłasz, S. (2020). From service areas to empty transport corridors? The impact of border openings on service and retail facilities at Polish-Czech border crossings. Moravian Geographical Reports, 28(2), 136–151. https://doi.org/10.2478/mgr-2020-0011

Geneiatakis, D., Soupionis, Y., Steri, G., Kounelis, I., Neisse, R., & Nai-Fovino, I. (2020). Blockchain performance analysis for supporting cross-border e-government services. IEEE Transactions on Engineering Management, 67(4), 1310–1322. https://doi.org/10.1109/TEM.2020.2979325

Ghaddar, S., Vatcheva, K. P., Alvarado, S. G., & Mykyta, L. (2020). Understanding the intention to use telehealth services in underserved Hispanic border communities: Cross-sectional study. Journal of Medical Internet Research, 22(9). https://doi.org/10.2196/21012

Grab, H., Poveda, K., Danforth, B., & Loeb, G. (2018). Landscape context shifts the balance of costs and benefits from wildflower borders on multiple ecosystem services. Proceedings of the Royal Society B: Biological Sciences, 285(1884). https://doi.org/10.1098/rspb.2018.1102

Han, L., & Han, X. (2023). Improving the service quality of cross-border e-commerce: How to understand online consumer reviews from a cultural differences perspective. Frontiers in Psychology, 14. https://doi.org/10.3389/fpsyg.2023.1137318

Hao, S., Zhi, Z., Wang, C.-C., & Hung, C.-Y. (2023). Impact of digital service trade barriers and cross-border digital service inputs on economic growth. Sustainability (Switzerland), 15(19). https://doi.org/10.3390/su151914547

Heim, I., Han, T., & Ghobadian, A. (2018). Value co-creation in ICT services company: A case study of a cross-border acquisition. Journal of East-West Business, 24(4), 319–338. https://doi.org/10.1080/10669868.2018.1467841

Huang, W. (2024). Research on self-service customs clearance system at border crossings based on deep learning models. Applied Mathematics and Nonlinear Sciences, 9(1). https://doi.org/10.2478/amns-2024-0028

Hughes, E. G., & DeJean, D. (2010). Cross-border fertility services in North America: A survey of Canadian and American providers. Fertility and Sterility, 94(1), e16–e19. https://doi.org/10.1016/j.fertnstert.2009.12.008

Hui, G., Al Mamun, A., Reza, M. N. H., & Hussain, W. M. H. W. (2025). An empirical study on logistic service quality, customer satisfaction, and cross-border repurchase intention. Heliyon, 11(1). https://doi.org/10.1016/j.heliyon.2024.e41156

Irwin, D. A., & Weiler, J. (2008). Measures affecting the cross-border supply of gambling and betting services (DS 285). World Trade Review, 7(1), 71–113. https://doi.org/10.1017/S1474745608003674

Jervelund, S. S., Yazici, S., Petersen, S. G., Blaakilde, A. L., & Krasnik, A. (2012). Use of cross-border healthcare services among ethnic Danes, Turkish immigrants and Turkish descendants in Denmark: A combined survey and registry study. BMC Health Services Research, 12(1). https://doi.org/10.1186/1472-6963-12-390

Ji, J., Zheng, H., Qi, J., Ji, M., Kong, L., & Ji, S. (2023). Financial and logistical service strategy of third-party logistics enterprises in cross-border e-commerce environment. Sustainability (Switzerland), 15(8). https://doi.org/10.3390/su15086874

Jung, D.-I., & Lee, W.-H. (2016). Crossing the management fashion border: The adoption of business process reengineering services by management consultants offering total quality management services in the United States, 1992–2004. Journal of Management and Organization, 22(5), 702–719. https://doi.org/10.1017/jmo.2015.58

Jusionyte, I. (2018). Called to “Ankle Alley”: Tactical infrastructure, migrant injuries, and emergency medical services on the US–Mexico border. American Anthropologist, 120(1), 89–101. https://doi.org/10.1111/aman.12967

Lyu, T., Geng, Q., & Zhao, Q. (2023). Understanding the efforts of cross-border search and knowledge co-creation on manufacturing enterprises’ service innovation performance. Systems, 11(1). https://doi.org/10.3390/systems11010004

Martinsen, D. S. (2009). Conflict and conflict management in the cross-border provision of healthcare services. West European Politics, 32(4), 792–809. https://doi.org/10.1080/01402380902945466

Miyashita, Y., Akaleephan, C., Asgari-Jirhandeh, N., & Sungyuth, C. (2017). Cross-border movement of older patients: A descriptive study on health service use of Japanese retirees in Thailand. Globalization and Health, 13(1). https://doi.org/10.1186/s12992-017-0241-9

Mohamed Shaffril, H.A., Samsuddin, S.F., Abu Samah, A. (2021). The ABC of systematic literature review: The basic methodological guidance for beginners. Quality & Quantity, 55: 1319-1346. https://doi.org/10.1007/s11135-020-01059-6

Ortino, F. (2008). Comment: United States-measures affecting the cross-border supply of gambling and betting services. World Trade Review, 7(1), 115–119. https://doi.org/10.1017/S147474560700362X

Peiter, P. C. (2007). Living conditions, health status and health services availability along the Brazilian border: A geographical approach. Cadernos de Saude Publica, 23(Suppl. 2), S237–S250. https://doi.org/10.1590/s0102-311x2007001400013

Saito, M., Keereevijit, A., San, T. D., Thein, Y. Y., Gilder, M. E., & McGready, R. (2018). Challenges to primary healthcare services in the management of non-communicable diseases in marginalised populations on the Thailand–Myanmar border: A pilot survey. Tropical Doctor, 48(4), 273–277. https://doi.org/10.1177/0049475518786853

Segal-Horn, S., & Dean, A. (2009). Delivering 'effortless experience' across borders: Managing internal consistency in professional service firms. Journal of World Business, 44(1), 41–50. https://doi.org/10.1016/j.jwb.2008.03.013

Sharma, P., Chen, I. S. N., & Luk, S. T. K. (2018). Tourist shoppers’ evaluation of retail service: A study of cross-border versus international outshoppers. Journal of Hospitality and Tourism Research, 42(3), 392–419. https://doi.org/10.1177/1096348015584439

Vendrell-Herrero, F., Gomes, E., Bustinza, O. F., & Mellahi, K. (2018). Uncovering the role of cross-border strategic alliances and expertise decision centralization in enhancing product-service innovation in MMNEs. International Business Review, 27(4), 814–825. https://doi.org/10.1016/j.ibusrev.2018.01.005

Wang, H., & Chen, J. (2019). Research on the transformation strategy of international port logistics service under the cross-border e-commerce environment. International Journal of Innovative Computing, Information and Control, 15(2), 803–810. https://doi.org/10.24507/ijicic.15.02.803

Weerasuriya, C. K., Tan, S. O., Alexakis, L. C., Set, A. K., Rijken, M. J., Martyn, P., Nosten, F., & McGready, R. (2012). Evaluation of a surgical service in the chronic phase of a refugee camp: An example from the Thai-Myanmar border. Conflict and Health, 6(1). https://doi.org/10.1186/1752-1505-6-5

Yin, Z. H., & Choi, C. H. (2023). The effects of China’s cross-border e-commerce on its exports: A comparative analysis of goods and services trade. Electronic Commerce Research, 23(1), 443–474. https://doi.org/10.1007/s10660-021-09483-y