Research on the Impact Mechanism between Logistics Service Innovation and Online Customer Repurchase Intention

Abstract

Logistics service is an important part of online shopping consumers' perception and evaluation, which is also a critical factor for repurchase intention in E-commerce. This study aims to answer the basic question. how logistics service innovation influences online shopping customers' repurchase intention.. Based on a theoretical presumption, this study selects four representative websites as research cases and includes product type as a moderator to analyze the impact of three dimensions of logistics service innovation: quickness, interaction and reliability on customer repurchase intention. 9 hypotheses are proposed to construct a theoretical framework. The results find that logistics service quickness; interaction and reliability have a positive effect on customers repurchase intention through the mediating role of order fulfillment quality perception and customer satisfaction.