Examining the relationship between the level of logistics service quality, relationship quality and repurchase intention in e-retail sector of Pakistan
Muhammad Saqib Khan ORCID ↗ · Haijun Wang · Qing Wang · Waseem Khan ORCID ↗ · Tahira Javed
International Journal of Research in Business and Social Science · 2021 · Vol. 10 / Issue 1 · 189-204
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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.
Keywords: {'name': 'Logistics service quality'}, {'name': 'Relationship Quality'}, {'name': 'Repurchase Intention'}, {'name': 'E-retail sector'}
Authors & affiliations
Muhammad Saqib Khan
Affiliation not supplied
Haijun Wang
Affiliation not supplied
Qing Wang
Affiliation not supplied
Waseem Khan
Affiliation not supplied
Tahira Javed
Affiliation not supplied
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