Examining the relationship between the level of logistics service quality, relationship quality and repurchase intention in e-retail sector of Pakistan

Muhammad Saqib Khan, Haijun Wang, Qing Wang, Waseem Khan and Tahira Javed
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Muhammad Saqib Khan: School of Management, Huazhong University of Science and Technology 1037, Luoyu Road, Wuhan, 430074, P.R.China
Haijun Wang: School of Management, Huazhong University of Science and Technology 1037, Luoyu Road, Wuhan, 430074, P.R.China
Qing Wang: School of Economics and Management, Huazhong Agricultural University, Wuhan 430072, P.R.China
Waseem Khan: Department of Management Sciences, HITEC University Taxila, Pakistan
Tahira Javed: School of Management, Huazhong University of Science and Technology 1037, Luoyu Road, Wuhan, 430074, P.R.China

International Journal of Research in Business and Social Science (2147-4478), 2021, vol. 10, issue 1, 189-204

Abstract: This study examined the relationship between the level of logistics service quality, relationship quality, and repurchase intention in the e-retail sector of Pakistan. Logistics service quality LSQ was integrated into the step-by-step purchasing process including pre-purchase, purchase, and post-purchase factors. This research is unique from existing research work as it validated a holistic model by examining the role of customer’s perception of LSQ in strengthening their RQ and subsequent purchase intentions in the e-retail logistics sector of Pakistan and draw important suggestions to enhance the competitiveness of logistics services of domestic e-retail logistic firms. A survey strategy using self-administered questionnaires was employed from customers of departmental stores, large discount stores, shopping malls & retail outlets. A total of n=241 based on a cluster of conventional retail consumers across Pakistan was drawn. The study results provide a quality framework for the management of logistics service providers working in Pakistan's e-retail industry to evaluate the strengths and limitations of their service provision and then identify areas where improvements might be needed. Key Words: Logistics service quality, Relationship Quality, Repurchase Intention, E-retail sector

Date: 2021
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Citations: View citations in EconPapers (3)

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