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This study investigates how logistics service quality-comprising personnel contact quality (PQ), information quality (IQ), and timeliness (TL)-affects customer satisfaction (CS) and, in turn, sustainable repurchase intentions (RI) on cross-border e-commerce (CBEC) platforms among Vietnamese Generation Z consumers. Using partial least squares structural equation modeling (PLS-SEM) on 355 valid responses, we find that PQ and IQ exert significant positive effects on CS, which strongly predicts RI. By contrast, the direct effect of TL becomes statistically non-significant once other service dimensions are controlled for. A parsimonious multi-group check suggests that experienced CBEC shoppers place greater weight on IQ, whereas less experienced shoppers emphasize delivery speed. The study discusses digital-logistics levers-such as accurate real-time tracking and responsive support to enhance satisfaction and repeat purchases.

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Enhancing Sustainable Repurchase Intentions Through Digital Logistics in E-commerce: Evidence from Gen Z Consumers

  • 会议论文

  • 发表日期：

    2026年

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  • Ngoc-Hong Duong,
  • Nguyen-My-Duyen Cao,
  • Thi-Tuyet-Sa Cai,
  • Xuan-Hong-Minh Vu,
  • Cao-Tri Dang

摘要

This study investigates how logistics service quality-comprising personnel contact quality (PQ), information quality (IQ), and timeliness (TL)-affects customer satisfaction (CS) and, in turn, sustainable repurchase intentions (RI) on cross-border e-commerce (CBEC) platforms among Vietnamese Generation Z consumers. Using partial least squares structural equation modeling (PLS-SEM) on 355 valid responses, we find that PQ and IQ exert significant positive effects on CS, which strongly predicts RI. By contrast, the direct effect of TL becomes statistically non-significant once other service dimensions are controlled for. A parsimonious multi-group check suggests that experienced CBEC shoppers place greater weight on IQ, whereas less experienced shoppers emphasize delivery speed. The study discusses digital-logistics levers-such as accurate real-time tracking and responsive support to enhance satisfaction and repeat purchases.