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The role of third-party logistic service providers and customer follow-up services on customer repurchase intention

Najmul Hasan et al.

South Asian Journal of Business Studies2025https://doi.org/10.1108/sajbs-08-2024-0326article
AJG 1ABDC B
Weight
0.41

What the paper says

Purpose Online retail (e-retail) businesses require practice guidelines for customer follow-up services immediately after product delivery by third-party logistic service providers (3PLSP). Literature has identified several factors influencing repurchase intention; however, online retailers practice inadequate follow-up support, particularly in the e-retail industry. Therefore, this study investigates the integrated role of 3PLSP and customer follow-up on customer repurchase intention in e-retail businesses. Design/methodology/approach We conducted an online survey and collected 439 data from online consumers with prior online buying experience to test the proposed hypothesis using partial least squares-based structural equation modeling (PLS-SEM). Findings The results indicate that the role of 3PLSP and customer follow-up services (CFUS) immediately after product delivery substantially impacts on customer satisfaction (CS), resulting in increased intention among customers to repurchase from the same online sellers. The study revealed CFUS as a key predictor with a mediating factor of CS to repurchase intention, but its direct impact was insignificant. Research limitations/implications This study makes a theoretical contribution by incorporating “CFUS” factors into the conventional theory of repurchase intention. Additionally, this research serves as a foundation for e-retail businesses for customer follow-up to influence repurchase intention directly. Originality/value This study adds to the existing literature in the e-retail industry by examining and validating the role of 3PLSP and the newly proposed CFUS factor on repurchase intention through the mediation effect of CS.

2 citations

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https://doi.org/https://doi.org/10.1108/sajbs-08-2024-0326

Or copy a formatted citation

@article{najmul2025,
  title        = {{The role of third-party logistic service providers and customer follow-up services on customer repurchase intention}},
  author       = {Najmul Hasan et al.},
  journal      = {South Asian Journal of Business Studies},
  year         = {2025},
  doi          = {https://doi.org/https://doi.org/10.1108/sajbs-08-2024-0326},
}

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Evidence weight

0.41

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.25 × 0.4 = 0.10
M · momentum0.55 × 0.15 = 0.08
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.