Logistics Service Quality on Customers' Repurchase Intention and Word of Mouth: Taking Cross-Border E-Commerce Platform as an Example

Chenxue Ren, Linbo Tan

2022

Abstract

Cross-border e-commerce relies heavily on logistics and customer satisfaction is the goal pursued by e-commerce enterprises. However, due to factors such as high transportation costs, lengthy transportation cycles, and information discrepancy, customers who shop on cross-border e-commerce platforms have a less than satisfactory shopping experience. In addition, there is a scarcity of academic research on the impact of logistics service quality on consumer repurchase intention and word-of-mouth in the cross-border online shopping environment. To fill this gap, this paper constructs a cross-border logistics service quality model with consumer satisfaction, behavioral intention and word-of-mouth. Through structural equation modeling, 344 consumers with cross-border shopping background were surveyed. The results indicated that logistics service quality positively affects customers' repurchase intention and word-of-mouth. Customers' repurchase intention were further boosted by positive word-of-mouth. Finally, theoretical and practical suggestions and future research directions are discussed.

Paper Citation

in Harvard Style

Ren C. and Tan L. (2022). Logistics Service Quality on Customers' Repurchase Intention and Word of Mouth: Taking Cross-Border E-Commerce Platform as an Example. In Proceedings of the 4th International Conference on Economic Management and Model Engineering - Volume 1: ICEMME; ISBN 978-989-758-636-1, SciTePress, pages 228-235. DOI: 10.5220/0012028600003620

in Bibtex Style

@conference{icemme22,
author={Chenxue Ren and Linbo Tan},
title={Logistics Service Quality on Customers' Repurchase Intention and Word of Mouth: Taking Cross-Border E-Commerce Platform as an Example},
booktitle={Proceedings of the 4th International Conference on Economic Management and Model Engineering - Volume 1: ICEMME},
year={2022},
pages={228-235},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0012028600003620},
isbn={978-989-758-636-1},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 4th International Conference on Economic Management and Model Engineering - Volume 1: ICEMME
TI - Logistics Service Quality on Customers' Repurchase Intention and Word of Mouth: Taking Cross-Border E-Commerce Platform as an Example
SN - 978-989-758-636-1
AU - Ren C.
AU - Tan L.
PY - 2022
SP - 228
EP - 235
DO - 10.5220/0012028600003620
PB - SciTePress