标题：Examining the relationship between the level of logistics service quality, relationship quality and repurchase intention in e-retail sector of Pakistan
期刊名称：International Journal of Research in Business and Social Science
印刷版ISSN：2147-4478
出版年度：2021
卷号：10
期号：1
页码：189-204
DOI：10.20525/ijrbs.v10i1.1028
语种：English
出版社：Society for the Study of Business & Finance
摘要：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.
