Logistic Service Quality, Customer Satisfaction, Customer Trust and Customer Loyalty on Young Consumers’ Repurchase Intention in Emerging Economy

Abstract

Logistics services are now gradually becoming popular and highly competitive. However, not all companies clearly understand the factors affecting the consumer’s repurchase intention to stand and develop in the market. This investigation aims to understand the factors of logistics services affecting customer repurchase intention as well as evaluate the influence of relational logistics service quality (RLSQ) as an independent variable on repurchase intention (RI). Besides, operational logistics service quality (OLSQ), satisfaction (SA), trust (TRU), attitudinal loyalty (AL) and behavioral loyalty (BL) connect this relationship as mediating variables. About the research method, both quantitative and qualitative methodologies are used to assess the research hypotheses by employing a survey questionnaire and a sample set of size n = 404. PLS-SEM version 3.3.9 was used to analyze the data. The outcome significantly contributes to the extent of existing relational logistics service quality and operational logistics service quality knowledge. The results showed that the quality of the services is a main component in boosting the repurchase intention of consumers. This study was conducted with 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 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 will help logistics businesses to improve their competitive advantages, and attract and retain more consumers.