Delivering delight: the role of logistics service quality in customer satisfaction and repurchase intention in China
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Abstract
The retail industry often provides essential products for the use and consumption of customers. However, the logistics service quality (LSQ) of the retail industry may affect customer satisfaction (CS). This study explored the relationship between logistics service quality and customer satisfaction and further investigated whether customer satisfaction impacted repurchase intention (RI). This study utilized the stimulus-organism-response (SOR) framework to build the structure of the model and categorize the variables in generating the outcomes. Data were collected through an online questionnaire survey involving 311 customers from China who used the logistics service of IKEA and a total of 305 valid responses were received. Data analysis was performed using SPSS statistical software, and AMOS software was used to construct the empirical model of the study. This study found that perceived order accuracy, perceived order condition, perceived timeliness, and delivery cost have a positive impact on customer satisfaction, while customer satisfaction positively affects repurchase intention. This study provides insights and feasible information for the retail industry and logistics service providers in China.
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References
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