Logistic service quality on young consumers’ repurchase intention: an empirical study in emerging economy

Thanh Tiep Le (), Phuong Quyen Tran (), Ngoc Phuong Lam (), Phuong Ho Pham Uyen (), My Nguyen Tra () and Phat Dang Tien ()
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Thanh Tiep Le: Ho Chi Minh City University of Economics and Finance
Phuong Quyen Tran: University of Economics Ho Chi Minh City (UEH)
Ngoc Phuong Lam: University of Economics Ho Chi Minh City (UEH)
Phuong Ho Pham Uyen: University of Economics Ho Chi Minh City (UEH)
My Nguyen Tra: University of Economics Ho Chi Minh City (UEH)
Phat Dang Tien: University of Economics Ho Chi Minh City (UEH)

Operations Management Research, 2023, vol. 16, issue 4, No 27, 2174-2191

Abstract: Abstract Logistics services are now gradually becoming popular and highly competitive. However, not all companies clearly understand the variables dictating consumers’ repurchase intention to stand and develop in the market. This investigation aims to understand the factors of logistics services affecting customer repurchase intention and evaluate the influence of Relational Logistics Service Quality (RLSQ) as an independent variable on Repurchase Intention (RI). Besides, this study also clarifies the mediating role of Operational Logistics Service Quality (OLSQ), Satisfaction (SA), Trust (TRU), Attitudinal Loyalty (AL), and Behavioral Loyalty (BL) in the above relationship. For the research method, both quantitative and qualitative methodologies were used to assess the research hypotheses by employing a survey questionnaire. The outcome of this study has contributed to the existing knowledge about relational and operational logistics service quality. It also showed that the quality of the services is a main component in boosting the repurchase intention of consumers. However, this study was conducted on young people in Vietnam, so the research results will not apply to other age groups in other regions in Vietnam and internationally. Through the analysis in the study, it is clear that RLSQ has the greatest influence and is closely related to OLSQ. Therefore, the practical implication that this study wants to bring is to provide administrators or strategic planners with the necessary information about the elements that influence the repurchase intention of consumers in the logistics industry. From there, they can be well aware of the role of the above factors that will help logistics businesses improve their competitive advantages and attract and retain more consumers.

Keywords: Logistics service quality; Trust; Satisfaction; Customer loyalty; Repurchase intention (search for similar items in EconPapers)
Date: 2023
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DOI: 10.1007/s12063-023-00395-8

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