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Electronic logistics service quality and repurchase intention in e-tailing: Catalytic role of shopping satisfaction, payment options, gender and returning experience

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  • Jain, Nikunj Kumar
  • Gajjar, Hasmukh
  • Shah, Bhavin J.

Abstract

This paper empirically examines the mediating role of shopping satisfaction between electronic logistics service quality (e-LSQ) and repurchase intention. Further, this paper investigates the moderating role of gender, payment options, and returns or replacement experience on the link between e-LSQ and shopping satisfaction (and repurchase intention). Empirical data comprising 640 Indian online shoppers are analyzed with covariance-based structural equation modeling. The findings indicated that the condition of the shipment is the most crucial e-LSQ dimension and its linkage with shopping satisfaction varies across payment options, gender, and returning experience. The poor condition of the shipment might have triggered the returns in e-tailing in the Indian context. The findings will help e-tail managers design a robust logistics network to retain and win despondent customers.

Suggested Citation

  • Jain, Nikunj Kumar & Gajjar, Hasmukh & Shah, Bhavin J., 2021. "Electronic logistics service quality and repurchase intention in e-tailing: Catalytic role of shopping satisfaction, payment options, gender and returning experience," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    • Handle: RePEc:eee:joreco:v:59:y:2021:i:c:s0969698920313680
    DOI: 10.1016/j.jretconser.2020.102360
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    2. Xu, Xianhao & Chen, Cheng & Zou, Bipan & Wang, Hongwei & Li, Zhiwen, 2023. "Shipping before order making: Optimal shipping quantity and pricing decisions under uncertain demand," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 169(C).
    3. Al-Adwan, Ahmad Samed & Al-Debei, Mutaz M. & Dwivedi, Yogesh K., 2022. "E-commerce in high uncertainty avoidance cultures: The driving forces of repurchase and word-of-mouth intentions," Technology in Society, Elsevier, vol. 71(C).
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    5. Do, Quynh Huong & Kim, Thai Young & Wang, Xueqin, 2023. "Effects of logistics service quality and price fairness on customer repurchase intention: The moderating role of cross-border e-commerce experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    6. Selim, Hassan & Eid, Riyad & Agag, Gomaa & Shehawy, Yasser Moustafa, 2022. "Cross-national differences in travelers’ continuance of knowledge sharing in online travel communities," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).

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