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Examining the relationship between the level of logistics service quality, relationship quality and repurchase intention in e-retail sector of Pakistan

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  • Muhammad Saqib Khan

    (School of Management, Huazhong University of Science and Technology 1037, Luoyu Road, Wuhan, 430074, P.R.China)

  • Haijun Wang

    (School of Management, Huazhong University of Science and Technology 1037, Luoyu Road, Wuhan, 430074, P.R.China)

  • Qing Wang

    (School of Economics and Management, Huazhong Agricultural University, Wuhan 430072, P.R.China)

  • Waseem Khan

    (Department of Management Sciences, HITEC University Taxila, Pakistan)

  • Tahira Javed

    (School of Management, Huazhong University of Science and Technology 1037, Luoyu Road, Wuhan, 430074, P.R.China)

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. Key Words: Logistics service quality, Relationship Quality, Repurchase Intention, E-retail sector

Suggested Citation

  • Muhammad Saqib Khan & Haijun Wang & Qing Wang & Waseem Khan & Tahira Javed, 2021. "Examining the relationship between the level of logistics service quality, relationship quality and repurchase intention in e-retail sector of Pakistan," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(1), pages 189-204, January.
    • Handle: RePEc:rbs:ijbrss:v:10:y:2021:i:1:p:189-204
    DOI: 10.20525/ijrbs.v10i1.1028
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    References listed on IDEAS

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    1. Wang, Gang & Gunasekaran, Angappa & Ngai, Eric W.T. & Papadopoulos, Thanos, 2016. "Big data analytics in logistics and supply chain management: Certain investigations for research and applications," International Journal of Production Economics, Elsevier, vol. 176(C), pages 98-110.
    2. Giao, Ha Nam Khanh, 2019. "The Impact of Perceived Brand Globalness on Consumers Purchase Intention and the Moderating Role of Consumer Ethnocentrism An Evidence from Vietnam," OSF Preprints wygrf, Center for Open Science.
    3. Oghazi, Pejvak & Karlsson, Stefan & Hellström, Daniel & Hjort, Klas, 2018. "Online purchase return policy leniency and purchase decision: Mediating role of consumer trust," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 190-200.
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    Cited by:

    1. Haq, Mahin & Moazzam, Muhammad & Khan, Abdul Salam & Ahmed, Waqas, 2023. "The impact of reverse logistics process coordination on third party relationship quality: A moderated mediation model for multichannel retailers in the fashion industry," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    2. Karolus Karni Lando & Achmad Sudiro & Wahdiyat Moko & Nur Khusniyah Indrawati, 2024. "The Effect of Service Quality on Recertification. Mediated by Customer Satisfaction and Relationship Commitment," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 6, pages 160-179.
    3. Mujianto Mujianto & Hartoyo Hartoyo & Rita Nurmalina & Eva Z. Yusuf, 2023. "The Unraveling Loyalty Model of Traditional Retail to Suppliers for Business Sustainability in the Digital Transformation Era: Insight from MSMEs in Indonesia," Sustainability, MDPI, vol. 15(3), pages 1-31, February.

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