The Effect of Logistics Service Quality on Customer Satisfaction and Repurchase Intention of Foreign-owned Shopping Malls in China

Abstract

Purpose - The study examined the impact of logistics service quality of foreign-owned shopping malls on customer satisfaction and repurchase intention in China as well as attempted to explore the mediated effect of customer satisfaction on the relationship between logistics service quality and repurchase intention. Design/methodology/approach - To test the hypothesis intention relative to foreign-owned shopping malls. Empirical analysis was performed on the collected data using an SPSS statistical package. Findings - First, except for the return service quality, the three logistics service quality sub-factors of China’s foreign-owned shopping malls have a positive effect on customer satisfaction and repurchase intention. Second, except for the return service quality, the mediating effect of customer satisfaction on the relationship between logistics service quality and repurchase intention was significant and found to be a partial mediator. Research implications or Originality - The scale of Chinese consumers’ direct overseas purchases have been expanding, and the problems facing China’s foreign-owned shopping malls are almost related to logistics services. However, the academic research on the impact of logistics service quality of foreign-owned shopping malls especially on Chinese consumer satisfaction and repurchase intention is not sufficient.