Impact of Last-Mile Delivery Service Determinants on Online Repurchase Intention in E-Commerce

Abstract

Ensuring customer satisfaction significantly impacts the decision-making process for future product purchases. Customers with a positive online shopping experience are more likely to become loyal to a particular online retailer or brand, leading to repeat purchases. By drawing on Cognitive Appraisal Theory and Expectation Confirmation Theory, the study examines five dimensions of Last Mile Delivery (LMD) namely parcel racking, timely delivery, parcel condition, return logistics and deliveryman attitude, customer satisfaction, and repurchase intention. The study applied convenience sampling technique, and 203 responses were collected using online questionnaire, Google Form, which has been distributed via instant messaging and social media applications. SPSS was utilized to test the proposed hypotheses. The result shows that parcel tracking, timely delivery, and parcel condition are having positively significant relationship on repurchase intention. The study provides empirical and managerial contributions of parcel delivery service in e-commerce setting.