The Impact of Online-Logistics Service Quality on Negative Word of Mouth and Repurchase Intention for Drop-Shipping Services in Food Industry

Abstract

This study aims to examine the impact of various dimensions of online logistics service
quality on customer reviews, with a specific focus on the role of customer satisfaction
as a mediating variable. Additionally, the study also examines if the price offerings by
the drop shipping service provider are a significant factor in determining online
logistics service quality. A quantitative approach was used in this study with a crosssectional survey design. Data was collected using a self-administered survey
questionnaire. Participants were customers who had recently used the online logistics
service, selected using a purposive sampling technique. The collected data was
analyzed using statistical techniques such as frequency analysis, descriptive statistics,
and inferential statistics. The study revealed that several dimensions of online logistics
service quality were found to be significant factors in determining customer reviews.
Additionally, customer satisfaction was found to play a mediating role in this
relationship. The study also found the price offering by the drop shipping service
provider were a significant determinant of online logistics service quality. This study
has implications for other industries that could benefit from analyzing similar topics.