Citation

Ang, Quan Kai and Sun, Yifan and Ng, Wei Chien and Teh, Sin Yin (2025) Delivering delight: the role of logistics service quality in customer satisfaction and repurchase intention in China. Issues and Perspectives in Business and Social Sciences, 6 (1). pp. 193-207. ISSN 2785-9266

Text zau,+Paper+13+-+Logistics+services+(193-207).pdf - Published Version Restricted to Repository staff only Download (605kB)

Abstract

The retail industry often provides essential products for the use and consumption of customers. However, the logistics service quality (LSQ) of the retail industry may affect customersatisfaction (CS). This study explored the relationship between logistics service quality and customer satisfaction and further investigated whether customer satisfaction impactedrepurchase intention (RI). This study utilizedthe stimulus-organism-response (SOR) framework to build the structure of the model and categorizethe variables in generating the outcomes. Data werecollected through an online questionnaire survey involving 311 customers from China who usedthe logistics serviceof IKEA and a total of 305 valid responses were received. Data analysis was performed using SPSS statistical software, and AMOS software was used to construct the empirical model of the study. This study found that perceived order accuracy, perceived order condition, perceived timeliness, and delivery cost have a positive impact on customer satisfaction, while customer satisfaction positively affects repurchase intention. This study provides insights and feasibleinformation for the retailindustryand logistics service providers in China.

Item Type:	Article
Uncontrolled Keywords:	Logistics service quality, Customer satisfaction, Repurchase intention, Stimulus-organism-response framework, Retail industry, China
Subjects:	H Social Sciences > HF Commerce > HF3000-4055 By region or country
Divisions:	Others
Depositing User:	Ms Suzilawati Abu Samah
Date Deposited:	08 Jul 2026 04:37
Last Modified:	08 Jul 2026 04:37
URII:	http://shdl.mmu.edu.my/id/eprint/16231

Downloads

Edit (login required)