The moderating effect of perceived quality of logistics services and gender in the relationship between trust, satisfaction and repurchase intention in E-commerce

摘要

In order to further research the effect of logistics service quality, this study explores the moderating effect of perceived quality of logistics services (PQLS) on the relationships between satisfaction, trust and repurchase intention. In addition, we also test whether there are gender differences in the relationships. Drawing on the theory of organizational trust, and based on a survey of 209 online consumers, we find that PQLS negatively moderates the relationship between trust in online retailer and consumer repurchase intention, because it relaxes customers' worry and anxiousness about the inefficiency and poor quality of products delivery. We also find that PQLS positively moderates the relationship between consumer satisfaction with online vendor and trust as it strengths consumers' reliance on past transaction experience to reestimate trust in the vendor. At last, we find that the moderating effect of gender on the relationship between satisfaction and trust isn't significant.