Impact of Delivery Speed on Repurchase Intention in E-Commerce: The Mediating Role of Service Quality and Customer Satisfaction

Abstract

This study aims to investigate the relationship between delivery speed and repurchase intention within the e-commerce sector, focusing on the mediating roles of service quality and customer satisfaction. By exploring these dynamics, the research seeks to offer valuable insights for e-commerce companies aiming to improve customer retention and loyalty through enhanced delivery processes and service quality. This research investigates the effect of shipping speed on consumers' repurchase intentions in online shopping, focusing specifically on the mediating influences of service quality and customer satisfaction. The research suggests that quicker delivery can improve customers' views of service quality, which in turn boosts customer satisfaction and motivates them to shop again from the same e-commerce site. A quantitative research method is suggested, utilizing a structured survey utilizing a Likert scale to gather information from e-commerce consumers. The connections between delivery speed, service quality, customer satisfaction, and repurchase intention can be analyzed through Structural Equation Modeling (SEM). The suggested framework posits that the speed of delivery positively influences repurchase intention, and that both service quality and customer satisfaction partially mediate this effect. The research aims to enhance the e-commerce literature by offering insights into how operational efficiency and service-related elements influence customers' post-purchase behavioral intentions. The results could offer actionable insights for e-commerce businesses aiming to enhance delivery efficiency, service excellence, customer happiness, and lasting customer loyalty.