Examining the relationship between the level of logistics service quality, relationship quality and repurchase intention in e-retail sector of Pakistan

Abstract

This study examined the relationship between the level of logistics service quality, relationship quality, and repurchase intention in the e-retail sector of Pakistan. Logistics service quality LSQ was integrated into the step-by-step purchasing process including pre-purchase, purchase, and post-purchase factors. This research is unique from existing research work as it validated a holistic model by examining the role of customer’s perception of LSQ in strengthening their RQ and subsequent purchase intentions in the e-retail logistics sector of Pakistan and draw important suggestions to enhance the competitiveness of logistics services of domestic e-retail logistic firms. A survey strategy using self-administered questionnaires was employed from customers of departmental stores, large discount stores, shopping malls & retail outlets. A total of n=241 based on a cluster of conventional retail consumers across Pakistan was drawn. The study results provide a quality framework for the management of logistics service providers working in Pakistan's e-retail industry to evaluate the strengths and limitations of their service provision and then identify areas where improvements might be needed.

The role of Islamic marketing ethics for customer loyalty in Islamic banking through customer satisfaction

“…Nowadays, the development of Islamic banks in Indonesia shows satisfactory development results, both in terms of institutional and financial achievement, including the increase in the number of Islamic banks' customers. This phenomenon also proves that Islamic banks have been accepted globally (Hassan et al, 2012;Khan et al, 2021). On the basis of data from the Indonesian Financial Services Authority (2020), it is estimated that the world's Muslims will spend USD 2.2 trillion for the food, pharmaceutical, and lifestyle sectors following sharia principles.…”

“…In addition, a salesperson also must be intelligent (fatanah) to master the product, reliable (trustworthy) in conveying information, or conveying (tablig) something correctly or ethically. Ethical behaviour in an Islamic perspective states that it is unethical behaviour for a salesperson or salesperson who praises product quality and its attributes excessively, but in reality, they do not have it (Hassan & Latiff, 2014;Etherington, 2019;Khan et al, 2021). The hypothesis proposed in the study is:…”

“…Investment in the sharia economy grew by 399% in 2020 with a value of USD 1.2 billion. Despite significant growth, investment in the sharia economy still accounts for a small portion, namely 0.1% of total global investment (Fahlevi et al, 2019;Khan et al, 2021).…”

“…Sharia banking, with a share of 36.67% of total Islamic financial assets, grew positively at a rate of 9.93%. Meanwhile, the Sharia Non-Bank Financial Industry, which had a share of 7.19% of total Islamic financial assets, experienced an increase in assets by 8.70% (Mansour & Bhatti, 2018;Khan et al, 2021).…”

Strategies for Increasing Traditional Retail Stall Loyalty To Suppliers in The Era of Digital Transformation

“…The positive impact of good service quality on relationship quality are customer satisfaction, trust and commitment to the company. Good service quality will have a positive impact on customer satisfaction (Khan et al 2021, Veloso et al 2020Wibowo et al 2018;Palto et al 2018;Wiputra et al 2015;Chen et al 2015;Stan et al 2013;Hsu et al 2011;Carter and Charter 2009;Chenet et al 2010;Liu et al 2008;Chiou and Droge 2006;Ulaga and Eggert 2006). Several studies also inform that service quality has a positive influence on customer trust in the company (Haghkhah et al 2020;Palto et al 2018;Izogo and Ogba 2016;Chen et al 2015;Chenet et al 2008;Chiu and Droge, 2006).…”