Impacts of e-RLSQ on repurchase intention in Vietnam’s e-commerce market: The mediating role of customer satisfaction and trust

Abstract

In the competitive e-commerce landscape, effective product returns management is crucial for customer retention. This study investigate the impact of electronic reverse logistics service quality (e-RLSQ) on repurchase intention, emphasizing the mediating roles of customer satisfaction and trust in Vietnam’s e-commerce market. Using Partial Least Squares Structural Equation Modeling (PLS-SEM), it explores the relationships between e-RLSQ dimensions, customer perceptions, and repurchase behavior. The findings reveal that Information Quality (INF) and Convenience (CON) significantly enhance customer satisfaction, while Remedies (REMD) and INF foster trust. Both satisfaction and trust mediate the relationship between e-RLSQ and repurchase intention, with satisfaction exerting a stronger influence. These insights highlight the importance of optimizing return processes and ensuring transparent communication to foster long-term customer loyalty. This study contributes to the limited literature on e-RLSQ in emerging markets and provide strategic implications for e-commerce platforms to enhance service quality and customer retention.