The Distinctive Role of Satisfaction in Bridging the Relationship Between Logistics Service Quality and Behavioral Intentions

Abstract

This study examined the effect of logistics service quality on satisfaction which further on behavioral intentions from customers’ perspectives. The main objective of this research was to investigate the role of the distinct type of satisfaction (transaction-specific and overall). An online questionnaire survey was employed to collect data and partial least squares structural equation modeling was used for model assessment. The results revealed that all dimensions of logistics service quality, namely order quality, timeliness, and availability, have a positive and significant relationship with customer satisfaction, which subsequently affects behavioral intentions. Specifically, the results exhibited that each dimension of logistics service quality exerts a dominant influence on a distinct type of satisfaction (transaction-specific or overall). Moreover, the results also demonstrated the different impact between transaction-specific and overall satisfaction on repurchase intention, specifically on positive word-of-mouth. This research then provided implications from a theoretical and practical point of view.