The Impact of Consolidation Logistics Service Quality on Chinese Consumers’ Intention to Repurchase

Abstract

Purpose: This study proposes a consumer-relevant evaluation system for the quality of consolidation logistics services based on the four qualities of timeliness, dependability, economy, and convenience. It also investigates the relationship between these aspects and consumers' intentions to reuse in order to increase their intentions to reuse. Research design, data, and methodology: This paper collects the opinions of 514 customers of consolidation logistics services, and employs structural equation modeling to examine the influence of service quality on consumers' reuse intentions across four dimensions. Results: Consolidation logistics ser vice providers that demonstrate punctualit y, dependability, economical approaches, and convenience are better able to entice clients to employ their services regularly. Conclusions: Consolidation logistics service providers that demonstrate punctuality, dependability, economical approaches, and convenience are better able to entice clients to employ their services regularly.