Operations Management Research (2023) 16:2174–2191

https://doi.org/10.1007/s12063-023-00395-8

Logistic service quality on young consumers’ repurchase intention:

an empirical study in emerging economy
Thanh Tiep Le1 · Phuong Quyen Tran2 · Ngoc Phuong Lam2 · Phuong Ho Pham Uyen2 · My Nguyen Le Tra2 ·
Phat Dang Tien2

Received: 22 September 2022 / Revised: 25 May 2023 / Accepted: 22 June 2023 / Published online: 15 July 2023
© The Author(s), under exclusive licence to Springer Science+Business Media, LLC, part of Springer Nature 2023, corrected publication 2023

Abstract
Logistics services are now gradually becoming popular and highly competitive. However, not all companies clearly under-
stand the variables dictating consumers’ repurchase intention to stand and develop in the market. This investigation aims to
understand the factors of logistics services affecting customer repurchase intention and evaluate the influence of Relational
Logistics Service Quality (RLSQ) as an independent variable on Repurchase Intention (RI). Besides, this study also clarifies
the mediating role of Operational Logistics Service Quality (OLSQ), Satisfaction (SA), Trust (TRU), Attitudinal Loyalty
(AL), and Behavioral Loyalty (BL) in the above relationship. For the research method, both quantitative and qualitative
methodologies were used to assess the research hypotheses by employing a survey questionnaire. The outcome of this study
has contributed to the existing knowledge about relational and operational logistics service quality. It also showed that the
quality of the services is a main component in boosting the repurchase intention of consumers. However, this study was
conducted on young people in Vietnam, so the research results will not apply to other age groups in other regions in Vietnam
and internationally. Through the analysis in the study, it is clear that RLSQ has the greatest influence and is closely related
to OLSQ. Therefore, the practical implication that this study wants to bring is to provide administrators or strategic plan-
ners with the necessary information about the elements that influence the repurchase intention of consumers in the logistics
industry. From there, they can be well aware of the role of the above factors that will help logistics businesses improve their
competitive advantages and attract and retain more consumers.

Keywords Logistics service quality · Trust · Satisfaction · Customer loyalty · Repurchase intention

1 Introduction

* Thanh Tiep Le Businesses now face both new opportunities and challenges
tieplt@uef.edu.vn because of the rising standard in quality and the growth in
Phuong Quyen Tran globalization. Pursuing customer loyalty is a key strategic
phquyen.tran@gmail.com target for businesses, and businesses can exploit supply
Ngoc Phuong Lam chain relationships as one of the reliable business advan-
lngocphuong02@gmail.com tages to break barriers to entry (Day 2000) and arouse the
Phuong Ho Pham Uyen repurchase intention of customers. Logistics services may
homary591@gmail.com be utilized to evaluate interactions between customers and
My Nguyen Le Tra suppliers by affecting customer satisfaction, boosting cus-
mynguyenle99@gmail.com tomer loyalty, gaining market share, and enhancing service
Phat Dang Tien efficiency (Daugherty et al. 1998) and may be essential for
phatdang.31201026705@st.euh.edu.vn producing competitive differences (Sink and Langley 1997;
Rabinovich et al. 1999; Stock and Lambert 2001; Mentzer
1
Ho Chi Minh City University of Economics and Finance, et al. 2001). Purchasing, packaging, order processing, mate-
Ho Chi Minh City, Vietnam
rials handling, courier services, warehousing, demand man-
2
University of Economics Ho Chi Minh City (UEH), agement, inventory management, inbound and outbound
Ho Chi Minh City, Vietnam

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Logistic service quality on young consumers’ repurchase intention: an empirical study in…
transportation, distribution, and return logistics are among
the specific duties typically carried out by logisticians.
According to Tai (2011), customers who indeed develop
a relationship with the company offering outstanding value
are likely to stick with the current supplier so businesses
must be in close contact with the customer to have a deep
insight into their forwarding demands and expectations. As
a result, these companies can maximize value and benefit
for their customers. The Lavidge and Steiner (1961) hier-
archy-of-effects model states that before logistic service
quality can affect consumer attitudes or behavior, it must
first have a variety of psychological or emotional impacts.
Behavioral intentions are referred to as patronage intentions,
while customer trust and satisfaction with logistics services
(attitudinal reactions) are viewed as mediating effects. More
dissatisfied customers tend to migrate to rivals compared
with satisfied customers, (Jones et al. 2000). Global for-
warders must understand how their actions affect consumer
satisfaction, switching costs, quality, and brand loyalty
(Mentzer et al. 2004; Richey et al. 2007). To advance the
corpus of knowledge, research has been conducted to ana-
lyze the components of customer loyalty and concentrate on
its determinants and forms (Gil Saura et al. 2008; Juga et al.
2010; Hussain et al. 2016). Thus, the logistics industry must
not only offer top-to-bottom services but also plan for and
establish long-term strategic relationships with its customers
to increase consumers’ trust and loyalty as well (Palmatier
2008; Kumar et al. 2009; Beck et al. 2015).
These five dimensions of logistics service quality can
be used to effectively explain and improve customer satis-
faction: timeliness, personnel quality contact, order condi-
tion, handling discrepancies, and operational information
exchange (Uvet 2020). This research can aid both academ-
ics and practitioners in understanding the key components
of raising customer happiness. Any company can use these
findings to increase competitive advantages in logistic ser-
vices. Otherwise, in Huma et al. (2019), it is described that
consumer satisfaction and loyalty are terms used to describe
overall evaluations and purchase trends over time. Jang et al.
(2013) offered practical proof and showed that consumer
satisfaction has a favorable influence on their trust in ship-
pers. Therefore, service providers can then concentrate on
operational ways of satisfying the requirements of consum-
ers while doing so in the most affordable way to encourage
consumers to repurchase their service and product.
Nowadays, in the international economic integration,
Vietnam's economy is constantly evolving. As a result, cus-
tomers generally are requiring getting higher and higher ser-
vice quality, particularly concerning forwarding, which is a
matter of concern for domestic and foreign logistics enter-
prises. Vietnam's industry has a lot of opportunities to grow
and engage more deeply in the global market to enhance
market share and find more novel customers and partners
2175
thanks to the effects of the Comprehensive and Progressive
Agreement for Trans-Pacific Partnership (CPTPP). How-
ever, businesses face many difficulties from competitors.
Statistics from the Vietnam Association of Logistics Service
Enterprises show that Vietnam has more than 1,300 logis-
tics enterprises in operation with a growth rate of 35–40%
is considered an attractive and potential field to develop
logistics services. However, technological advances and
globalization trends have pushed all businesses to apply the
changing conditions of logistics services. In particular, the
service quality criterion is considered a powerful weapon
to meet the expectations of customers using the service,
which also requires more speed and accuracy. Vietnam is
increasingly integrated with the international market and the
demand for logistics services is increasing, customers will
consider deciding to use its service if logistic service quality
is guaranteed.
In conclusion, according to prior studies, we have also
found that Vietnam’s logistics service quality can connect
the character of assessing and establishing value with young
consumers. Sustained relationships can be beneficial for
consumers and shippers as they link profit to satisfaction,
and they build relationships to gain strong interaction and
chances for sustainable growth to create habits for consum-
ers to reuse their service.
RQ1. How does relational logistics services quality—
an exogenous variable through operational logistics
services quality, satisfaction, trust, attitude loyalty,
and behavioral loyalty achieve consumer repurchase
intention?
RQ2. How does relational logistics services quality
affect operational logistics services quality?
RQ3. How can the company strengthen the relation-
ship between the repurchase intention of consumers
and logistic service quality including operational logis-
tics service quality and relational logistic service qual-
ity through loyalty, trust, and satisfaction?
The essence of the study is to fathom the key factors that
influence repurchase intention to help logistics businesses
come up with the best strategies for their performance. In
addition, this study sheds light on the impact of RLSQ on
OLSQ while also exploring how trust, loyalty, and satisfac-
tion mediate the relationship between the two dimensions of
LSQ and repurchase intention.
The novelty of this research is that the previous topics and
articles just mention that logistics service qualities have a
great effect on customer loyalty or satisfaction; no research
had measured the impact of OLSQ & RLSQ on young con-
sumers’ repurchase intention in Vietnam of logistics service
companies. This is the first research topic to be carried out.
Moreover, the research investigates the association between
AL and BL and young consumers’ repurchase intention.
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The layout of the research concludes six key sections. In
the first section, there is a quick recap of the research as well
as an identification of issues before establishing the current
study's goals and scope. In section 2, the fundamental theo-
ries applied in this research, terms essential to the research
issue, and key elements of the background are listed. The
third section presents the methodology utilized to support
the current thesis, along with the sampling process, meas-
urement scale, and questionnaire design. Section 4 deter-
mines whether the assumptions of this research are justified
by interpreting the statistical analysis results in light of the
structural model and measurement model assessments. In
the fifth section, we discuss the main conclusions of the
current thesis and outline the implications. The final section
summarizes the key conclusions and the research’s obstacles
and proposals for additional study.
2 Literature review and hypotheses
development
2.1 Underpinning theory
Recently, buying habits of Vietnamese consumers have signifi-
cantly changed when changing from using traditional business
to online shopping. This results in the e-commerce market being
a potential "land" for logistics services’ growth. To enhance the
loyalty of customers and repurchase intention, customer trust
and satisfaction are used to measure the quality of logistics ser-
vices (Juga et al. 2012; Jang et al. 2014; Drucker 2004).
Huma et al. (2020) showed that understanding the LSQ fac-
tors affecting customer loyalty was so important. The conse-
quences of this study indicated that OLSQ and RLSQ have
affected customer loyalty significantly through satisfaction and
trust. Additionally, RLSQ is investigated to have a major and
favorable influence on customer satisfaction (Davis-Sramek
et al. 2008) and OLSQ is proven to significantly impact trust
(Huma et al. 2020). And when the level of satisfaction and trust
increase, the loyalty of customers increases more (Jang et al.
2013). Moreover, we see that satisfaction significantly impacts
trust and the study of Khan et al. (2022) shows that customer
satisfaction positively influences trust.
Regarding repurchase intention, the main factors
impacting repurchase intention are customer satisfaction
and trust, which were examined in prior studies (Nurdani
and Sandhyaduhita 2016; Jain et al. 2021). If the degree of
customer satisfaction is the same as the customer expectations,
it may lead to developing customers’ trust and engaging them
in buying services and goods of that company again. However,
scant studies investigate how loyalty influences repurchase
intention, so this research studies the relationship between two
dimensions of loyalty and repurchase intention.
13
T. T. Le et al.
Operational logistics service quality (OLSQ) OLSQ is
described as how the customers perceive the logistics service
firms, which eventually contribute to consistently high pro-
ductivity, efficiency, and quality. (Davis 2006). Operational
components include physical characteristics of the service
that capture and specify the method of the performed ser-
vices, time and place such as product availability, payment
options, timeliness, and return experience (Rabinovich and
Bailey 2004; Xing et al. 2010; Koufteros et al. 2014). In
addition, previous research and empirical tests have shown
that OLSQ should reliably execute logistics service duties
(Stank et al. 1999, 2003).
Relational Logistics Service Quality (RLSQ) RLSQ is known
as the customer's view of the service suppliers' relationship-
building efforts that forge a stronger bond with the busi-
ness and enable them to better understand one another's
expectations and collaborate on logistics projects that will
efficiently provide customers with high-quality services
(Davis 2006). This aspect concentrated on the perceptions
of assurance, which include the courtesy and knowledge of
employees as well as their capacity to inspire confidence
and trust, responsiveness—the tendency to assist custom-
ers and offer fast service, and, lastly, caring—giving each
customer thoughtful, individualized attention. Mentzer et al.
(2001) also claimed that consumers' perceptions of overall
logistical services should be impacted by their interactions
with customer service representatives. To sum up, RLSQ is
a component of the external market that prioritizes under-
standing the requirements of the consumer via conversation.
2.2 Customer satisfaction
It is simply the tendency toward and feeling of satisfaction
that results from a procedure of evaluating what has been
predicted, and obtained, including purchasing decisions in
addition to demands and desires. Customers seek efficient
and effective customer service. However, studies indicate
that businesses' perceptions of what satisfies a customer
may not always align with customer expectations. How
efficiently a company's products and overall experience for
customers live up to expectations is measured by customer
satisfaction (Gupta et al. 2022). It demonstrates the intrinsic
value of a company by showing how well its products are
engaging the consumers (Courtey Gupta 2021). By contrast-
ing the customer's perspective with the service performance
expectation, one can assess whether customers are satisfied
or dissatisfied with a product (Kotler and Keller 2006). Sat-
isfying clients is often linked favorably to products and ser-
vice quality that the customer receives since it is thought to
be a result of high-quality service. Customer satisfaction is
crucial since it affects how they will behave after purchas-
ing a good or service (Szymanski and Henard 2001). In this
Logistic service quality on young consumers’ repurchase intention: an empirical study in…
study, customer satisfaction is described as the sentiments
of contentment or discontent in a customer experience as a
result of evaluating the performance of services or products
to consumers’ expectations (Brady and Robertson 2001).
2.3 Trust
It is regarded as the purchaser's propensity to depend on dif-
ferent service suppliers in those purchasers who have faith
(Moorman et al. 1993). Only when purchasers have faith
in the dependability and honesty of the service provider,
trust can exist (Morgan and Hunt 1994). Trust, according to
Grönroos (2000), is the conviction that the service suppli-
ers are willing to act predictably. This means that it fosters
excellent behavior and intention toward the service provider
with honesty and conviction when clients have faith in their
service suppliers (Lau and Lee 1999).
2.4 Customer loyalty
It is seen as a key element in the connection between suppli-
ers and their consumers in service-related research and stud-
ies according to Jang et al (2013). Loyalty is described as the
willingness to keep a relationship ongoing, the propensity
to maintain a relationship positively, the expression of posi-
tive word-of-mouth, a nice attitude, reselling products on a
larger scale with better quality, the commitment on the long
run, or any combination of these (Davis-Sramek et al. 2008).
Thus, there are two methods of achieving consumer loyalty:
behavioral and attitudinal loyalty.
Attitudinal loyalty (AL) AL is seen as a consumer’s psycho-
logical obligation to service suppliers (Han et al. 2008). Han
and Jani (2014) and Kaur and Soch (2012) explained AL as a
consumer's intention to continue using the service or product
for a longer time. According to this study, customer satis-
faction is a component of AL, but it is not enough to bring
customer loyalty to the business. Customers with immense
loyalty to the brand of products and services often have posi-
tive attitudes and feelings toward the brand of the business.
In conclusion, the customer's AL in the logistics sector may
reflect a conscious decision to employ their desired services.
Behavioral loyalty (BL) The frequency of a customer's
subsequent purchases is measured by BL (Petzer and van
Tonder 2019). It may also be argued that during this stage,
customers concentrate on their routine behavioral actions
(Oliver 1999). According to Chaudhuri and Holbrook
(2001), BL is the preparedness of business clients to use the
goods and services of service suppliers over and over again
to preserve their business. In this study, BL will be defined
as a behavior that is understood as the repetition of purchase
behavior for brands of products and services that customers
2177
have been using. The loyalty behavior of consumers can
manifest in many different forms.
2.5 Repurchase intention
Repurchase intention can be used to measure the success and
profitability of logistics services. It is described as an evalu-
ation of people's intentions to buy more products from the
same business while taking the present state into account.
According to Kassim and Abdullah (2010), satisfaction
affects consumers' future purchase intentions and is sig-
nificantly impacted by perceived customer service quality.
According to Reibstein (2002), one aspect that is essential
to a client's pleasure is post-purchase customer assistance.
The rapid resolution of customer inquiries and complaints,
accessibility to services, and perceptions of service quality
received are some of these actions that will boost client sat-
isfaction (Hsu et al. 2008; Le et al. 2021).
2.6 Hypothesis development
RLSQ provides service businesses with information about
how to effectively serve the requirements and wishes of their
customer. Mentzer et al. (2001) show that businesses are
typically more operationally advanced and more conscious
of the demands and desires of their clients. Stank et al.
(1999) verified that these two variants, OLSQ and RLSQ,
can produce consumer satisfaction. RLSQ gives the service
provider knowledge to respond proactively to their shipper's
needs and wishes according to Jang et al. (2013). After con-
ducting customer interviews, these researchers concluded
that developing relationships with customers is meaningful
because it will allow a service provider to effectively manage
operational costs by learning more about their requirements
and desires after gathering marketing intelligence. However,
OLSQ and RLSQ are still not connected in a significant way
from the perspective of Davis (2006). Hence, hypothesis 1
is presented to examine the connection between RLSQ and
OLSQ by assuming that RLSQ and OLSQ have a positive
and significant relationship and RLSQ precedes OLSQ.
H1. RLSQ significantly and positively impacts OLSQ.
Numerous elements that affect service quality must be
considered by logistics companies to differentiate the ser-
vices they provide (Marquardt et al. 2011). They must select
the appropriate service options, deliver them efficiently
while cutting costs, and continuously improve them. Includ-
ing customers in the process of resolving these issues helps
maintain the metrics for customer perception of logistics’
value (Yazdanparast et al. 2010). RLSQ has been demon-
strated to mainly and positively impact customer satisfac-
tion, especially in the background of supply chain and logis-
tics (Davis-Sramek et al. 2009). Therefore, shippers with a
high standard of RLSQ are pleased and have confidence in
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2178
their service firms, according to empirical research by Jang
et al. (2013).
H2a: RLSQ significantly and positively impacts TRU.
H2b: RLSQ significantly and positively impacts SA.
OLSQ is a measurement that focuses on internal opera-
tions. Excellent customer service results in improved sales,
loyalty, and customer pleasure (Emerson and Grimm 1998).
Improvement of customer service calls for fast informa-
tion processing and efficient material management, which
depend on flexibility and responsiveness (Damen 2001). In
these efforts, businesses make an effort to amass as many
commodities and information resources as they can to pro-
cess them with the capacity necessary to satisfy customer
needs and expectations. Keller (2008) claims that service
firms are aware of the influence of brand value to reduce
potential risk and unpredictability, expand trust and loyalty,
and construct a strong brand.
H3a: OLSQ significantly and positively impacts TRU.
H3b: OLSQ significantly and positively impacts SA.
Loyalty and customer satisfaction are words used to
describe the repurchase trends of consumers over time.
When a customer feels fulfilled and pleased with a prod-
uct or service, they become loyal to that product or service
and also to the company. Attitudinal Loyalty and behavioral
loyalty are a part of consumer loyalty. The study of Stank
et al. (2003) has illustrated an important correlation between
satisfaction and consumer loyalty. Normally, when gauging
overall customer satisfaction, loyalty items will be used in
this case. Therefore, logistics companies need to take part in
relationship marketing activities and know about how these
activities affect changing costs, quality, and loyalty. Jang
et al. (2013) gave factual proof and showed that shippers'
(customers') contentment has a beneficial influence on their
trust. Convenient experience and fast delivery service sig-
nificantly influence the repurchase attitude of consumers
(Kumari et al. 2022). However, later Jang et al. (2014) noted
that improving quality of service results in an upward trend
in satisfying customers, which enhances business perfor-
mance and is undoubtedly connected to repurchase inten-
tion. In light of prior research, we, therefore, proposed the
following hypotheses:
H4. SA significantly and positively impacts TRU.
H5a. SA significantly and positively impacts AL.
H5b. SA significantly and positively impacts BL.
In the course of a relationship, trust is essential for fos-
tering loyalty. Customers and service providers will both be
able to produce enough. According to empirical research by
Jang et al. (2013). The higher the trust consumers have in a
company or a partner, the more loyal they are to the com-
pany's services. Trust also heavily relies on the supplier's
13
T. T. Le et al.
track record and reputation. Building good fame is playing
a key role, and the supplier must concentrate on customers
who are considered very potential for the company, especially
those who have not established a strong foundation of trust
yet (Bennett and Gabriel 2001). The research of Hewett et al.
(2002) truly demonstrated that there is a connection between
trust and patronizing a preferred service supplier again. As a
result, we proposed the following:
H6a: TRU significantly and positively impacts AL.
H6b: TRU significantly and positively impacts BL.
Based on the research in the hospitality and tourism indus-
tries, BL alone cannot create customer loyalty in the full sense,
especially in the service area, because this commitment also
includes the consumer's emotional and mental attitudes toward
the supplier (Schall 2003). Additionally, Russell-Bennett et al.
(2007) reported the beneficial connection between attitude and
BL. Therefore, an increase in AL causes a greater increase in
BL. In short, this study brought on the following hypothesis:
H7: AL significantly and positively impacts BL.
Early studies on purchase and repurchase focused primar-
ily on minimal-involvement goods with affordable costs and
significant buy rates. Repurchasers were considered to be loyal
customers (Newman and Werbel 1973). In a later section of
the study, it was recommended that consumers evaluate both
internal elements, like past experiences, and external aspects,
like the environment, before making a purchase. Consum-
ers think about internal elements before looking for external
information. Up-to-date studies have shown that consumers
are beginning to depend much more on municipal criteria,
such as experience and prior contentment when making pur-
chases (Quick and Burton 2000). According to Oliver (1997),
the consumer loyalty model is an effective combination of cog-
nitive, emotional, goal (items or shopping needs), and action
(customer's purchase). Despite having a positive opinion of
a brand, consumers may not repurchase it. On the other side,
consumers could have a negative attitude but be more likely
to make repurchases. Attitudinal loyalty weights consumers’
repurchase intention. The measure of behavioral loyalty is the
repurchases of an item or service (Curtis 2009). As a result,
we proposed the following:
H8: AL significantly and positively impacts RI.
H9: BL significantly and positively impacts RI.
2.7 Research model
We propose the research framework by combining the model
of Jain et al. (2021) and Huma et al. (2020). In summary,
nine hypotheses are drawn from seven constructs includ-
ing one independent variable (RLSQ), six moderating
variables (OLSQ, SA, TRU, AL, BL), and one Dependent
Logistic service quality on young consumers’ repurchase intention: an empirical study in…
Fig. 1  Proposed Research
Model
Variable (RI). Our framework is supported by much infor-
mation on relationship logistics in the B2C chart in many
related studies (Marquardt et al. 2011; Kumari et al. 2022)
as Figs. 1 and 2 below).
3 Research design and methodology
3.1 Research process
The data were collected from 438 young consumers (aged
18 to 34) in Vietnam who have used logistics services. There
were 404 reasonable samples because 34 of the total were
not eligible due to the mismatching location and age criteria.
Participants chose to use many popular shipping logistics
Fig. 2  Analysis results
2179
companies such as Giao hang nhanh, Shopee Express, Giao
hang tiet kiem, Gojek, Grab, etc. Each participant was asked
to complete an online survey through social media like
Facebook and Messenger. This survey period lasted nearly
4 months (from April 1, 2022 to August 1, 2022) both during
the week and on the weekends, at various periods of the day.
A survey was composed and pre-tested with 20 young
participants in Ho Chi Minh City, Vietnam. We clearly
explained the purpose to those who helped us in the data
collection. The results of the pre-tests confirmed that the
questionnaires are appropriate for the main survey with
some modifications to ensure its clarity before finaliza-
tion and distribution. The second stage was to conduct
a survey via Google Forms and gather data from young
participants who used logistics services. Regarding the
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2180
age category accounting for the majority of consumers
using logistics services in Ho Chi Minh City, this survey's
target group comprised customers aging from 18 to 34.
After the collection of data from the survey, to evaluate
the structural model's accuracy and to analyze the final data-
set, this study employed SmartPLS 3.3.9 and the Partial Least
Square-Structural Equation Model (PLS-SEM). We used PLS-
SEM for the following reasons: First, according to Hair et al.
2017, PLS-SEM is mainly used to define/predict structure or
to probe an existing structural theory’s extension. Meanwhile,
CB-SEM is mainly used to confirm (or disprove) hypotheses.
Second, PLS-SEM is seen as a non-parametric process-
ing method, it can handle data well with or without a normal
distribution (Hair et al. 2021). In addition, CB-SEM requires
a normal distribution or a largely sampled one (Wong 2013),
and when this demand is not met, PLS-SEM is a proper alter-
native. Besides, in terms of convenience in statistical analy-
sis between PLS-SEM and CB-SEM, the implementation
of PLS-SEM through SmartPLS 3.3.9 was easier to operate
when the software automatically integrated and calculated
all criteria in the measurement model. Meanwhile, some cri-
teria of CB-SEM such as CR, AVE, and MSV indices must
be calculated manually based on the standardized regression
weight extracted from AMOS 24 software.
Concerning SmartPLS 3.3.9, this study first uses descrip-
tive statistics to analyze information from the data collec-
tion and depict the responses gathered. The validity and reli-
ability of the studied factors were assessed by three items
CR, Cronbach’s alpha, and AVE. The discriminant validity
was assessed by the Fornell-Larcker criterion. After that,
the structural model was judged through several different
criteria, such as the VIF values, R2, and Q2. Based on mul-
tiplying ­R2 and mean AVE, this study calculated the value
of the goodness of fit to measure how well the observed data
correspond to the fitness of the PLS-SEM model.
3.2 Measurement scale
All items were ranked on a five-point Likert scale, with 1
denoting strongly disagree and 5 denoting strongly agree,
and they were translated into Vietnamese, the study's offi-
cial language. The scales were modified and implemented
from past studies as in Table 1 below. To guarantee accuracy
and data integrity, the uniqueness of the Vietnamese language
and culture was also taken into account (Table 1).
3.3 Survey Instrument
Three components make up the questionnaire's structure.
Section 1 contained a screening question to identify eligi-
ble replies. The second section included the respondent's
demographic information. Finally, the last section contained
13
T. T. Le et al.
measurements of the research constructs. Twenty young peo-
ple in Ho Chi Minh city participated in the design and pre-
testing of a questionnaire. The outcomes of the pre-testing
showed that, with minimal revisions to assure their clarity
before finalization and dissemination, the questions were
suitable for the main survey.
Delivering questionnaires to the intended respondents
was the next step in the survey's formal launch. The number
of votes issued was 590. The number of votes distributed
was 590. There were a total of 438 respondents. The actual
ratio of the analyzed sample to the total number of votes
distributed was 74%. After comparison with the defined cri-
teria, the standard response was 404 participants. The com-
pleted dataset was analyzed by statistical PLS-SEM.
4 Results
4.1 Sample and data collection
Of 438 survey samples collected, 34 samples were not eligi-
ble because the location and age criteria were not responded
to. Therefore, there are 404 valid and recognized votes as in
Table 2. In which the percentage of females account for the
majority, up to 71.1%. Moreover, most people sometimes use
logistic services, up to 44.8%. The age group of young people
taking the survey accounted for the highest percentage from
18 to 24 (95.05%). The monthly personal income included
monthly allowance from parents because the majority of
survey respondents are still students and have not worked or
only have part-time jobs with low income. The income level
below 5 million VND accounts for the largest proportion with
72.03%. The survey also lists many popular logistics service
providers in Vietnam. Which, there are some prominent com-
panies, accounting for a large proportion and frequently used
by young people: Shopee Express (77.2%), Giao hang tiet
kiem (68%), and Giao hang nhanh (67.4%) (Table 2).
4.2 Assessment of measurement model
To gauge the fitness of the model in SmartPLS, the goodness
of fit was examined by utilizing the square root of mean R ­2
(coefficient of determination) multiplied by mean AVE (Aver-
age Variance Extracted). By calculating the stated formula, the
results showed that the value of GoF was 0.583 (GoF > 0.36
which is considered a large GoF according to Wetzels et al.
(2009), thus, it is concluded that the goodness of fit was under-
pinned and had a high relevance (Falk and Miller 1992).
The framework model was evaluated through analyzing
the structural and measurement model. First, reliability,
convergence value, and discriminant validity were used to
evaluate the measurement model. The outcomes were pre-
sented in the tables below.
Logistic service quality on young consumers’ repurchase intention: an empirical study in… 2181

Table 1  Measurement of Construct

Constructs Items Source

Logistics Serces Quality (LSQ) Operational Logistics Services Quality 1. Offers excellent logistics services Nguyen et al. (2010)
(OLSQ) (OLSQ1) Ngo Hoang (2018)
Stank et al. (2003)
2. Providers of current services fulfill
their commitments. (OLSQ2)
3. Deliveries of goods take place on or
before the requested delivery date.
(OLSQ3)
4. As soon as the order is delivered,
the supplier handles any problems.
(OLSQ4)
5. Many orders are completed as desired.
(OLSQ5)
6. Logistics companies have a variety of
options on payment issues to increase
safe policies for customers. (OLSQ6)
Relational Logistics Services Quality 1. Communicate supply issues pro- Ngo Hoang (2018)
(RLSQ) actively that may delay your order Stank et al. (2003)
(RLSQ1)
2. Work together with others to increase
the effectiveness of your order process-
ing (RLSQ2)
3. Make suggestions for ongoing devel-
opment on a regular basis (RLSQ3)
4. Know the demand of the customer
(RLSQ4)
5. Logistics services respond promptly to
arising problems. (RLSQ5)
Satisfaction (SA) 1. I am content with using these logistics Huma et al. (2019)
services. (SA1)
2. My decision to use these logistics
services was a wise decision. (SA2)
3. I am pleased with the performance of
these logistics services. (SA3)
Trust (TRU) 1. I have a belief that my express and the Huma et al. (2020)
logistics companies are heartfelt and
reliable. (TRU1)
2. I think the logistics and express firms
will fulfill their commitments. (TRU2)
3. I favor doing business with these
logistics and express firms over others.
(TRU3)
4. To do business with these logistics and
express firms rather than others, I am
always ready to make the extra effort.
(TRU4)
5. I wish to continue doing business with
these express and logistics firms since
we have a great connection with them.
(TRU5)

13
2182 T. T. Le et al.

Table 1  (continued)
Constructs Items Source

Loyalty Attitudinal Loyalty (AL) 1. I was emotionally attached to these Huma et al. (2019)
express and logistics companies. (AL1)
2. The given logistics services are more
than satisfactory. (AL2)
Behavioral Loyalty (BL) 1. My goal is to expand my business
relationships with these logistics and
express companies. (BL1)
2. These express and logistics companies
are my first company choice for fast
services. (BL2)
3. I will use the service or cooperate with
the logistics companies in the future.
(BL3)
Repurchase Intention (RI) 1. I will continue to use these logistic Cao (2018)
services in the future. (RI1)
2. I will recommend my friends/relatives
to use these logistic services. (RI2)
3. I will give complimentary comments
on these logistic services. (RI3)
4. I will choose this logistic service as
the first choice when I need to transport
products. (RI4)

The reliability of observed variables must be not less than
0.7 to achieve synthetic reliability (Hair et al. 2014). The
convergent validity was utilized to evaluate the scale sta-
bility, with the minimum requirement of AVE coefficient
(Average Extracted Variance) to be 0.5 and single-factor
loading (outer loading) to be above 0.7 (Hair et al. 2014).
Cronbach's α for internal validity was computed as indicated
in Table 3. The results were larger or equal to the 0.6 pro-
posed by (Nunnally and Bernstein 1994).
The outputs of the scale test revealed that the scale was
internally consistent with Cronbach's Alpha index exceeding
0.6 and the CR exceeding 0.7. The AVE index was larger
than 0.5 and the outer loadings were above 0.7 (Except
OLSQ3, OLSQ5, and RLSQ5).

Table 2  Sample and Data Frequency Frequency (%) Accumulation

Collection Frequency (%)

Gender
Male 116 40.2 40.2
Female 288 59.8 59.8
Frequency of Using Logistic Services
Seldom (0–1 time per week) 165 40.8 40.8
Sometimes (2–3 times per week) 198 49 89,8
Frequently (4–5 times per week) 32 7.9 97.7
Usually (6–7 times per week) 9 2.3 100
Age
18–24 384 95.05 95.05
25–34 20 4.95 100
Monthly Personal Income
Below 5 million VND 291 72.03 72.03
From 5–15 million VND 95 23.51 95.54
From 15–25 million VND 12 2.97 98.51
From 25–40 million VND 3 0.75 99.25
From 40 million VND and above 3 0.74 100

13
Logistic service quality on young consumers’ repurchase intention: an empirical study in… 2183

Table 3  Cronbach’s Alpha, factor loading, C.R, and AVE

Variables Items Factor Loading Cronbach's Alpha Composite Average Variance
Reliability (C.R) Extracted (AVE)

Attitudinal Loyalty (AL) AL1 0.863 0.670 0.859 0.752

AL2 0.872
Behavioral Loyalty (BL) BL1 0.803 0.776 0.870 0.691
BL2 0.816
BL3 0.874
Operational Logistics Service Quality (OLSQ) OLSQ1 0.780 0.744 0.838 0.565
OLSQ2 0.743
OLSQ4 0.743
OLSQ6 0.739
Repurchase Intention (RI) RI1 0.813 0.800 0.869 0.624
RI2 0.775
RI3 0.792
RI4 0.780
Relational Logistics Service Quality (RLSQ) RLSQ1 0.762 0.783 0.860 0.606
RLSQ2 0.801
RLSQ3 0.757
RLSQ4 0.792
Satisfaction (SA) SA1 0.869 0.814 0.890 0.729
SA2 0.848
SA3 0.844
Trust (TRU) TRU1 0.804 0.855 0.896 0.633
TRU2 0.769
TRU3 0.789
TRU4 0.801
TRU5 0.813
Attitudinal Loyalty (AL) AL1 0.863 0.670 0.859 0.752
AL2 0.872
Behavioral Loyalty (BL) BL1 0.803 0.776 0.870 0.691
BL2 0.816
BL3 0.874
Operational Logistics Service Quality (OLSQ) OLSQ1 0.780 0.744 0.838 0.565
OLSQ2 0.743
OLSQ4 0.743
OLSQ6 0.739
Repurchase Intention (RI) RI1 0.813 0.800 0.869 0.624
RI2 0.775
RI3 0.792
RI4 0.780
Relational Logistics Service Quality (RLSQ) RLSQ1 0.762 0.783 0.860 0.606
RLSQ2 0.801
RLSQ3 0.757
RLSQ4 0.792
Satisfaction (SA) SA1 0.869 0.814 0.890 0.729
SA2 0.848
SA3 0.844

13
2184 T. T. Le et al.

Table 3  (continued)
Variables Items Factor Loading Cronbach's Alpha Composite Average Variance
Reliability (C.R) Extracted (AVE)

Trust (TRU) TRU1 0.804 0.855 0.896 0.633

TRU2 0.769
TRU3 0.789
TRU4 0.801
TRU5 0.813

Table 4 depicts that all constructs have CR values above
0,70 and AVE values between 0,565 and 0,752. The dis-
criminant validity was verified according to Fornell and
Larcker (1981) by crosschecking the square root of each
AVE in the diagonal against each construct in the relevant
columns and rows. Overall, discriminant validity supports
the constructs' discriminant validity and is acceptable for
this measurement approach.
Before these assessments of the structural model, multicol-
linearity and methodological bias should be examined via VIF
and Harman’s test. First of all, the proposed upper threshold
of 3.0 is applied for VIF (Hair et al. 2020) while the outcome
indicates that VIF values in the present research are less than
3.0 (from 1.000 to 2.799). Thus, it can be stated that this study
does not have a general problem with methodological bias or
an issue with multicollinearity (Diamantopoulos and Siguaw
2006; Kock 2015; Hair et al. 2020). Harman's one-factor test
is used to verify the common method bias with an acceptance
threshold of under 50% (Xu et al. 2022; Li and Fang 2022).
The table reflects that the total variance extracted with the
standard of extracting one factor (fixed number of factors: 1)
is 41.221%, which is less than 50%, so there are no automatic
indiscriminate responses (Podsakoff et al. 2003) and no CMB.
Figures 3 and 4 below illustrate the SEM analysis findings
before and after using the bootstrapping approach.
To evaluate the hypotheses in this study, a bootstrapping
technique with a resample of 5,000 as suggested by Hair
et al. (2014) was used. The results in Table 5 confirm all
hypotheses support each other. Both OLSQ (β = 0.191 and
β = 0.524, p < 0.05) and RLSQ (β = 0.259 and β = 0.299,
p < 0.05) positively related to trust and satisfaction thus sup-
porting H2a, H2b, H3a, and H3b. Satisfaction was slightly
related to AL (β = 0.229 and p < 0.0) BL (β = 0.145 and
p < 0.05), while trust significantly impacted both AL and
BL with figures for β = 0.574 and β = 0.302 and p-value
under 0.05. In addition, the repurchase intention of young
customers in Ho Chi Minh City was significantly affected by
AL (β = 0.292 and p < 0.05) and BL (β = 0.465 and p < 0.05)
support for H8 and H9. RLSQ (β = 0.566 and p < 0.05) was
found to be strongly linked with OLSQ, and AL with the
value of β equalling to 0.406 and p under 0.05 also do the
same with BL, lending credence to H1 and H7 respectively.
The ­f2 coefficient has also contributed to confirming
the above results. Based on Cohen's (1988) proposal on
how to gauge the importance of independent variables:
­f2 < 0.02 indicates that the impact is extremely minor or
insignificant. If 0.02 ≤ ­f 2 < 0.15, it means that the data
in the analysis has a small impact. If 0.15 ≤ ­f2 < 0.35, it
describes the medium impact. And at the highest level,
­f2 ≥ 0.35 illustrates the high impact.
Comparing these theories with Table 5, the study has the
following conclusions: RLSQ has a high impact on OLSQ
(Effect size ­f2 = 0.472 > 0.35), low impact on TRU (Effect
size ­f2: 0.02 < ­f2 = 0.080 < 0.15), and SA (Effect size f­2:
0.15 < ­f2 = 0.132 < 0.35). OLSQ has a low impact on TRU
(Effect size ­f2: 0.043 < ­f2 = 0.101 < 0.15) and has a high

Table 4  Discriminant Validity AL BL OLSQ RI RLSQ SA TRU​

AL 0.867
BL 0.722 0.831
OLSQ 0.627 0.596 0.751
RI 0.628 0.676 0.615 0.790
RLSQ 0.607 0.561 0.566 0.563 0.778
SA 0.638 0.619 0.693 0.695 0.596 0.854
TRU​ 0.742 0.688 0.633 0.721 0.621 0.713 0.795

“Bold” values are the square root of AVE values is greater than correlations between the latent variables

13
Logistic service quality on young consumers’ repurchase intention: an empirical study in…
Fig. 3  SEM model analysis results without bootstrapping
impact on SA (Effect size f­ 2 = 0.406 > 0.35). SA has a medium
impact on TRU (Effect size f­2: 0.15 < ­f2 = 0.201 < 0.35),
low impact on AL (Effect size ­f2: 0.02 < ­f2 = 0.060 < 0.15),
and BL (Effect size f­ 2: 0.02 < ­f2 = 0.024 < 0.15). TRU has
a high impact on AL (Effect size f­ 2 = 0.376 > 0.35), and a
low impact on BL (Effect size ­f2: 0.02 < ­f2 = 0.081 < 0.15).
AL has a medium impact on BL (Effect size ­ f 2:
2
0.02 < ­f = 0.176 < 0.15) and low impact on RI (Effect size
­f2: 0.15 < ­f2 = 0.081 < 0.35). BL has a medium impact on RI
(Effect size ­f2: 0.15 < ­f2 = 0.207 < 0.35).
The coefficient of determination R-squared (Coefficient
of Determination) is frequently used as a linear model fit
measure. The ­R2 adjusted is the same as ­R2, it reflects the
goodness of fit of the model. The R ­ 2 adjusted calculated from
2
­R is often used as this value more closely reflects the fit
of the multivariable linear regression model. If the value is
under 0.5, it is considered a good model. On the other hand,
if the value is ranging from 0.5 to 1, it is not good. In short,
variables such as SA (­ R2 adjusted: 0.539 > 0.5), TRU (R2
adjusted: 0.583 > 0.5), AL ­(R2 adjusted: 0.567 > 0.5), and
BL ­(R2 adjusted: 0.593 > 0.5) were significant, the results
were still within acceptable levels and are good models
because their ­R2 adjusted were all greater than 0.5. RI has
2185
­ 2 adjusted lower than 0.5 but it is nearly equal to 0.5 ­(R2
R
adjusted: 0.495 < 0.5). Only OLSQ was an unsatisfactory
model because its ­R2 adjusted: 0.319 is less than 0.5.
The study used the blindfolding detection procedure with
an omission distance of 7. Based on the levels of ­Q2 cor-
responding to the predictive ability of the model that Hair
et al. (2019), the study has the following conclusions: only
the OLSQ (Q2 = 0.178 < 0.25) variable had low predictive
accuracy while the SA ( 0.25 < ­Q2 = 0.388 < 0.5), TRU (
0.25 < ­Q2 = 0.365 < 0.5); AL (0.25 < ­Q2 = 0.424 < 0.5), BL
( 0.25 < ­Q2 = 0.405 < 0.5), and RI ( 0.25 < ­Q2 = 0.306 < 0.5)
had medium predictive accuracy.
5 Discussions and implications
5.1 Discussions
This research has the purpose to examine how five factors
of Relational Logistics Services Quality (RLSQ), Opera-
tional Logistics Services Quality (OLSQ), customer satis-
faction, customer trust, and customer loyalty affect young
consumers’ repurchase intention in Vietnam.
13
2186 T. T. Le et al.

Fig. 4  SEM model analysis results with bootstrapping

The research revealed that Behavioral (BL) and Attitudinal
(AL) Loyalty had a massive effect on consumers' propensity
to make repurchases. In addition, Behavioral (BL) and Atti-
tudinal (AL) Loyalty were the most important predictors of
desire to repurchase with the value of β equalling 0.465 and
0.292 while p is under 0.05. These findings of the research are
the same of Curtis (2009). Overall, consumer psychological
attachments and attitudes are taken into account while defin-
ing behavioral and attitudinal loyalty, which are both techni-
cally defined as repurchase behavior. The results generally
supported the application of logistics services quality consum-
erism in a developing nation like Vietnam. From the results,
Attitudinal Loyalty (AL) is also found to be strongly linked
with Behavioral Loyalty (BL). These results concur with

Table 5  Assessment of Hypothesis β SD t-value p-value 95% Confidence Interval f2 VIF Result
Structural Model
Lower Limit Upper Limit

H1 0.566 0.037 15.341 0 0.493 0.640 0.472 1.000 Supported

H2a 0.259 0.054 4.770 0 0.154 0.368 0.097 1.667 Supported
H2b 0.299 0.051 5.817 0 0.197 0.397 0.132 1.472 Supported
H3a 0.191 0.055 3.500 0 0.087 0.301 0.043 2.070 Supported
H3b 0.524 0.044 11.930 0 0.436 0.607 0.406 1.472 Supported
H4 0.426 0.059 7.234 0 0.306 0.537 0.201 2.180 Supported
H5a 0.229 0.058 3.957 0 0.121 0.348 0.060 2.034 Supported
H5b 0.145 0.048 3.040 0.002 0.048 0.235 0.024 2.155 Supported
H6a 0.574 0.055 10.376 0 0.459 0.676 0.376 2.034 Supported
H6b 0.302 0.060 5.078 0 0.189 0.425 0.081 2.799 Supported
H7 0.406 0.054 7.477 0 0.295 0.508 0.176 2.232 Supported
H8 0.292 0.064 4.597 0 0.163 0.412 0.081 2.087 Supported
H9 0.465 0.059 7.944 0 0.351 0.581 0.207 2.087 Supported

13
Logistic service quality on young consumers’ repurchase intention: an empirical study in…
Huma et al. (2019). In the business sector, where relationships
between consumers and suppliers are crucial and decision-
making and accountability play a critical role, attitudes are
likely to be a precursor to behavior.
As a result, consumers' intent to utilize logistics services
is clarified by their level of satisfaction, trust, understanding,
and experience with purchasing. From the results, Satisfac-
tion (SAT) and Trust (TRU) were positive for Attitudinal
Loyalty (AL) and Behavioral Loyalty (BL). Trust (TRU)
had a substantial relationship with Attitudinal Loyalty (AL)
with β = 0.574 and p < 0.05. Consumers are more devoted
to a company's services when they have greater faith in it or
its partner. The track record and reputation of the supplier
are also crucial for building trust. People who view logistics
positively are less hesitant to make purchases since they are
accustomed to using them, and switching to other logistics
services was difficult for them due to their satisfaction and
trust. Young customers trusted freight forwarding logistics
companies because they expressed sincerity, reliability, and
promises. Consumers want to support logistics companies,
which support research findings (Huma et al. 2019).
Regarding other factors, the results shown in Table 5 con-
firm Operational Logistics Services Quality (OLSQ) and
Relational Logistics Services Quality (RLSQ) are positively
related to Trust (TRU) and Satisfaction (SAT). Especially
Operational Logistics Services Quality (OLSQ) had a strong
effect on SAT with β = 0.524 and p < 0.05. The data implied
that young consumers agreed with some activities which
companies did well such as offering excellent services and
being responsive to problems. According to Keller (2008),
service companies are aware of how brand value can lower
potential risk and unpredictability, increase trust and loy-
alty, and build a strong brand. Relational Logistics Services
Quality (RLSQ) had a substantial influence on the quality
of Operational Logistics Services (OLSQ) with β equalling
0.566 and p under 0.05. Consumers’ psychology affected
internal companies; therefore, companies improved quality
to suit consumers. In the research of Davis in 2006, Opera-
tional Logistics Services Quality (OLSQ) and Relational
Logistics Services Quality (RLSQ) have doubts about the
relationship between them, but in this research, the outcome
displays that Relational Logistics Services Quality (RLSQ)
and Operational Logistics Services Quality (OLSQ) had a
strong relationship. This reflects that companies are often
more operationally sophisticated and more well-up on the
desires and preferences of their purchasers.
In this study, Relational Logistics Services Quality
(RLSQ) is an exogenous variable through Operational
Logistics Services Quality (OLSQ), Satisfaction (SA), Trust
(TRU), Attitude Loyalty (AL), and Behavioral Loyalty (BL)
to achieve consumer Repurchase Intention (RI). Mentzer
et al. (2001) also stated that consumers' perception of over-
all logistics services will be influenced by their interactions
2187
with customer service representatives. Consumers' views on
logistics services are built from consumer awareness, lead
service satisfaction, and consumer trust in logistics services.
To make consumers repurchase logistics, loyalty must exist
as the basis for consumer satisfaction and trust. When con-
sumers are satisfied and trust the logistics service, they posi-
tively perceive that logistics service. As a result, consumers'
views on logistics services will be strengthened.
Overall, logistics services companies in Vietnam, espe-
cially in Ho Chi Minh City, have been doing great. Consum-
ers were willing to purchase or repurchase logistics services
due to their experience, satisfaction, trust, and loyalty.
5.2 Theoretical implications
This research enriches existing theoretical progresses on the
effects to repurchase intention by expanding the prior stud-
ies. Customer-related LSQ aspects have been addressed, and
this conclusion confirms the views of Stank et al. (1999),
Mentzer et al. (2001), and Gamze and Hasan (2021). This
study shows that logistics services have increased their cus-
tomer-focused operations.
Trust affects customer loyalty, reflecting that trust pro-
motes highly valued trade connections, and this in turn
encourages an extreme quantity of attitudinal and behavioral
loyalty. Consumers trust in logistics services quality and they
tend to be loyal to these logistics services and repurchase ser-
vices. The statistics add to the field of literature (Morgan and
Hunt 1994; Chaudhuri and Holbrook 2001; Gecti and Zengin
2013). Companies view customer satisfaction as their plans to
make additional purchases in the future, according to Drucker
(2004). Companies can keep their consumers because of good
logistics services quality and satisfaction which lead to con-
sumers' repurchase intention. The study also boosts the idea
that, even though customer satisfaction is important, it does
not ensure a business's capacity to retain consumers on its
own. Compared to satisfied customers, loyal customers show
signs of contentment and are more willing to make additional
purchases of the goods or services. Consumers are loyal to
logistics services' quality, so they are willing to repurchase
services (Quick and Burton 2000). This study’s result also
supports to the previous study from Curtis 2009. Therefore,
it is important to make consumers loyal to logistics services
through quality, trust, and satisfaction. The research enriches
the knowledge base by presenting evidence for hypotheses on
the significant impact of consumers’ loyalty on repurchase
intention in the subject of logistics. The finding supports
previous research from Upamannyu et al. 2015 and Curtis
et al. 2011. The research shows how vitally logistics services
quality affects the satisfaction, trust, loyalty, and repurchase
intention of consumers. Therefore, potential researchers
can improve the study by including more factors or can do
research in other countries.
13
2188
5.3 Managerial implications
This study indicates that logistics service companies should
increase the customers’ satisfaction concerning OLSQ and
RLSQ which will make customers tend to repurchase services
and goods from the same providers, thereby resulting in retain-
ing customers. To enhance customer satisfaction, logistics ser-
vice companies need to be concerned about some important
factors such as timeliness, accuracy, availability, etc. Addition-
ally, companies should pay attention to the interests, demands,
and purchasing behaviors of customers to increase this factor.
The outcome of this study delivers a deep comprehension
that the antecedent of OLSQ is RLSQ because RLSQ allows
logistics service companies to gain insights into what they need
and want and establish relationships with consumers. Therefore,
if they understand the deficiency of the logistics services they
provide and accept consumers' feedback, they will find the best
ways to manage operational activities cost-effectively.
Trust was found to significantly affect customer loyalty.
This service dimension is often ignored because of a weak
customer care system. Goods are damaged, lost, or exchanged
with other low-price goods being solved perfunctorily, which
breaks the customers’ trust. Therefore, logistics service compa-
nies can cement a longstanding relationship of trust by encour-
aging customers to leave reviews about services, designing an
open communication and feedback channel, and improving
the quality of services and customer care. Moreover, if the
problem arises due to the company's fault, there should be
appropriate compensation costs for customers.
Loyal customers tend to make more repurchases of the
same brand. The reason is that the consistent repurchase
behavior will form a habit and an experiential knowledge of
that brand so that loyal customers tend to rely on the brand’s
trust expectations more (Singh and Sirdeshmukh 2000).
Hence, managers of logistics service companies should try
to accommodate consumers with marketing programs such
as discounts of 10%–50% delivery fees for loyal custom-
ers. From promotional activities, customers realize that they
have great benefits when they become loyal customers. And
logistics service companies can gain a larger revenue from
these loyal customers because they make more referrals to
their families, friends, and others.
6 Conclusions and future scope of study
6.1 Conclusions
The outcomes of the research give a comprehensive view
of the factors influencing the young consumers’ repurchase
intention for companies providing logistics services in Ho
Chi Minh City. The result of the data analysis indicates that
13
T. T. Le et al.
RLSQ has an impact on OLSQ. If the logistics service qual-
ity can be improved and developed, it will make customers
feel more satisfied. They are willing to use the company's
services again and again and thereby have more loyal actions
to the company. Thus, customer loyalty to the logistics firm's
goods and services may be improved. Ultimately, the above
factors will lead to customers' repurchase intention. Specifi-
cally, understanding the needs of customers, the company
can reorganize its internals to meet those needs. The way
goods are organized and distributed has a substantial impact
on customer satisfaction and trust. Moreover, if customers
have confidence in the company and the service, there will
be an increase in repurchase intention.
Secondly, the efforts to build relationships between busi-
nesses and service providers will help businesses optimize the
process of creating products or services, helping businesses
reduce many costs while providing the best services for their
customers. In short, good relational logistics services quality
makes operational logistics services quality better.
The striking difference in this study compared with oth-
ers is that AL and BL affect RI. And also, RI is a highlight
of this article because it focuses on the repurchase intention
of young consumers. This illustrates how businesses are fre-
quently more operationally advanced and more aware of the
needs and preferences of their customers. The conclusions of
this study contribute to the plans or strategies of enterprises
in practice when the majority of logistics service users are the
young generation. On the other hand, the limitation in the area
and age of the survey participants are a weakness of this paper.
Future articles may inherit the results of this study. In addition,
they may expand the scope of the study to match the majority
of consumers in the context of those studies.
Various market segments have distinct wants and desires; it
is practically hard to satisfy all of them. For each group, it is
crucial to strategically manage their logistical service capabili-
ties to build better bonds with more devoted customers.
6.2 Limitations and future scope of the study
This research is only limited to the young consumers in Ho
Chi Minh city, whereas other areas of the country or a big-
ger sample size can be covered in the next research. Other-
wise, the author's claims about their truthfulness may not
be accurate, maybe as a result of some people's unwilling-
ness to provide truthful answers. Furthermore, this study’s
scope is only limited to consumers from 18 years old to
34 years old, not yet being implemented in older consum-
ers. These are limitations that we can refer to.
These are some limitations that future research needs to
be considered, as well as additional factors such as location
or information quality. To grow logistics services, a location
must have a population that frequently uses such services,
such as Ha Noi, Da Nang, and Hai Phong in Vietnam, these
Logistic service quality on young consumers’ repurchase intention: an empirical study in…
are developed economic areas, and from that logistic service
quality can develop. Customers will return to this area to
use the logistics services of this company if it offers excep-
tional services. Besides, adding information quality can be
conducted by this research in aspects of logistic companies
to measure the information quality originating from logistic
services which affect positively repurchase intention or not.
Information quality in this context could be addresses, pic-
tures of packages, or tracking information.
Author contribution All authors contributed to the study conception
and design. Material preparation, data collection and analysis were
performed by Phuong Quyen Tran, Ngoc Phuong Lam, My Nguyen Le
Tra, Phat Dang Tien and Phuong Ho Pham Uyen. The first draft of the
manuscript was written by Thanh Tiep Le and all authors commented
on previous versions of the manuscript. All authors read and approved
the final manuscript. Conceptualization: Thanh Tiep Le, Phuong
Quyen Tran, Ngoc Phuong Lam; Methodology: My Nguyen Le Tra,
Phat Dang Tien; Formal analysis and investigation: Phuong Ho Pham
Uyen; Writing—original draft preparation: Thanh Tiep Le, Phuong Ho
Pham Quyen, Ngoc Phuong Lam; Writing—review and editing: Thanh
Tiep Le, My Nguyen Le Tra Supervision: Thanh Tiep Le.
Data availability The data that support the findings of this study are
available from the corresponding author, Le T. T, upon reasonable
request.
Declarations
Competing interest The authors have no competing interests to declare
that are relevant to the content of this article.
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