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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.

international journal of research in business and social science

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