Examining the effect of logistics service quality on customer satisfaction and re-use intention.

ABSTRACT: For logistics service providers (LSPs), improving customer satisfaction and obtaining customer re-use intention are key to gaining sustainable competitive advantages and success. Logistics service quality (LSQ) is a concern for logistics service providers, retailers, and customers. The proposed model, which is based on the stimuli-organism-response theory and the logistics service quality framework, integrates operational quality, resource quality, information quality, personal contact quality, customization quality, and customer satisfaction to study logistics service re-use intentions. The data were obtained from an online survey using a structured questionnaire given to those with experience in logistics service. Using partial least squares structural equation modeling on 810 respondent

SUBMITTER: Lin X 

PROVIDER: S-EPMC10231832 | biostudies-literature | 2023

REPOSITORIES: biostudies-literature