The Journal of Industrial Distribution & Business (산경연구논집)

Korea Distribution Science Association (한국유통과학회)
권호 표지
DOI QR코드

DOI QR Code

Influence of JD Platform Return Reverse Logistics Service Quality on Customers' Repurchase Intention

  • Jiali PENG (School of Business Administration, Henan Finance University) ;
  • Xinyu CHANG (School of Management and EBusiness, Zhejiang Gongshang University) ;
  • Han ZHANG (Department of Global Cultural Integration, Kangwon National University) ;
  • Aocheng WU (School of Public Finance and Taxation, Hebei University of Economics and Business)
  • Received : 2024.06.14
  • Accepted : 2024.07.25
  • Published : 2024.07.30
Download PDF
⟨ Previous Next ⟩

Abstract

Purpose: This research adopts the SERVQUAL and LSQ frameworks to examine the correlation between return reverse logistics service quality of the JD platform and customer satisfaction, as well as the linkage between consumer satisfaction and repurchase intention. Research design, data and methodology: A comprehensive literature review on both domestic and international logistics service quality has been conducted. Considering the unique aspects of JD's return reverse logistics services, an evaluation framework with 5 dimensions and 21 indicators is formulated, including communication, information, return process, empathy, and convenience. A conceptual model exploring the influence of JD's reverse logistics service quality on customer repurchase intention is developed, proposing six hypotheses. For this investigation, 358 valid questionnaires were collected, processed, and analyzed using SPSS 22.0. The structural equation modeling was conducted and validated through AMOS 21.0 software. Results: Following a thorough analysis of data, it reveals that: (1) Information quality, return process quality, and empathy significantly enhance customer satisfaction. (2) Customer satisfaction positively impacts repurchase intention. Conclusion: Based on these findings, three strategic recommendations are offered for e-commerce platforms with in-house logistics systems. The research also discusses limitations and future research directions.

Keywords

References

  1. Abdul-Muhmin, A. G. (2010). Repeat purchase intentions in online shopping: The role of satisfaction, attitude, and online retailers' performance. Journal of international consumer marketing, 23(1), 5-20.
  2. Amini, M. M., & Retzlaff-Roberts, D. (1999). Reverse logistics process reengineering: improving customer service quality. Issues in supply chain management, 5(1), 31-41.
  3. Bajar, K., Kamat, A., Shanker, S., & Barve, A. (2024). Blockchain technology: a catalyst for reverse logistics of the automobile industry. Smart and Sustainable Built Environment, 13(1), 133-178.
  4. Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of marketing research, 2(3), 244-249.
  5. Choi, D., Chung, C. Y., & Young, J. (2019). Sustainable online shopping logistics for customer satisfaction and repeat purchasing behavior: Evidence from China. Sustainability, 11(20), 5626.
  6. Dabees, A., Barakat, M., Elbarky, S.S., & Lisec, A. (2023). A Framework for Adopting a Sustainable Reverse Logistics Service Quality for Reverse Logistics Service Providers: A Systematic Literature Review. Sustainability, 2023, 15, 1755.
  7. Farquhar, J. D., & Rowley, J. (2009). Convenience: a services perspective. Marketing theory, 9(4), 425-438.
  8. Gajewska, T., Zimon, D., Kaczor, G., & Madzik, P. (2020). The impact of the level of customer satisfaction on the quality of e-commerce services. International Journal of Productivity and Performance Management, 69(4), 666-684.
  9. Griffis, S. E., Rao, S., Goldsby, T. J., & Niranjan, T. T. (2012). The customer consequences of returns in online retailing: An empirical analysis. Journal of operations management, 30(4), 282-294.
  10. Khan K.A., Ma F., Akbar M.A., Islam M.S., Ali M., & Noor S. (2024). Reverse Logistics Practices: A Dilemma to Gain Competitive Advantage in Manufacturing Industries of Pakistan with Organization Performance as a Mediator. Sustainability, 16(8):3223.
  11. Li, Y., & Lu, L. (2019). Research on B2C reverse logistics service quality evaluation system. In Proceedings of the 2019 5th International Conference on E-Business and Applications ,10-15.
  12. Liu, C., Jia, Y.F., & Kong, B. (2019). Impact of Logistics Information Service on Customer Satisfaction: An Empirical Study with Assurance as the Moderator. International Journal of Advanced Science and Convergence, 1(1), 1-6.
  13. Lysenko-Ryba, K. (2017). The impact of reverse logistics on customers satisfaction. Przedsiebiorczosc I Zarzadzanie, 18(8.2), 137-146.
  14. Mpinganjira, M. (2014). Understanding online repeat purchase intentions: A relationship marketing perspective. Management: journal of contemporary management issues, 19(2), 117-135.
  15. Phuong, N. H. (2019). A Short Communication On Reverse Logistics Role In The Supply Chain. Information Management and Computer Science (IMCS), 2(1), 10-14.
  16. Sajjanit, C., & Rompho, N. (2019), "Measuring customer-oriented product returns service performance", The International Journal of Logistics Management, 30(3):772-796.
  17. Srivastava, K., & Sharma, N. K. (2013). Service quality, corporate brand image, and switching behavior: The mediating role of customer satisfaction and repurchase intention. Services Marketing Quarterly, 34(4), 274-291.
  18. Tao, X., Li, X., & Shang, S. (2021). Research on Service Quality Evaluation System Oriented to E-commerce Reverse Logistics. Scientific Journal of Economics and Management Research, 3(10), 1-7.
  19. Tiwari, R. K. (2013). Reverse Logistics: Strategy to Achieve Total Customer Satisfaction and Enhancing Competitive Performance. Inventi Rapid: Supply Chain & Logistics, 2, 1-9.
  20. Uvet, H. (2020). Importance of logistics service quality in customer satisfaction: An empirical study. Operations and Supply Chain Management: An International Journal, 13(1), 1-10.