Logistics Service Quality on Customer Satisfaction and Repurchase Intention: Evidence from Thai SMEs

Abstract

This study investigates the relationships between logistics service quality (LSQ), customer satisfaction, and repurchase intention among Thai Small and Medium-sized Enterprises (SMEs). Logistics services play a growing role in Thailand’s economic development, yet how LSQ specifically affects SME customers remains underexplored. Using a quantitative approach, data were collected from 236 Thai SMEs through a structured questionnaire, and structural equation modeling (SEM) was employed to test the hypothesized relationships. Common method bias was assessed using Harman’s single-factor test, and mediation was confirmed via bootstrapping. The results indicate that LSQ has both direct and indirect effects on repurchase intention, with customer satisfaction serving as a significant mediating factor. Core operational capabilities — such as order accuracy and personnel contact quality — proved more important for SME satisfaction than technological sophistication or corporate image. This pattern reflects the resource-based constraints characteristic of SME operations. The findings contribute to logistics service theory by validating a modified LSQ framework specifically for SME contexts and provide practical insights for logistics service providers serving SME clients.