Study on the Impact of Fresh Food E-Commerce Logistics Service Quality on Customer Satisfaction, Customer Trust, and Repurchase Intention

Purpose – This study is meaningful in providing strategic implications for improving the logistics service quality of fresh food e-commerce companies by empirically analyzing the impact of logistics service quality on customer satisfaction, customer trust, and repurchase intention. Design/Methodology/Approach – The study collected data on 285 customers with shopping experience on fresh food e-commerce platforms and verified with a structural equation model using AMOS 26.0. Findings – First, it was confirmed that the delivery quality, timeliness, and reliability of fresh food e-commerce logistics service quality had a positive impact on customer satisfaction. Second, it was found that delivery quality, information quality, and reliability of fresh food e-commerce logistics service quality had a positive impact on customer trust. Third, both customer satisfaction and customer trust had a positive impact on repurchase intention. Research Implications – In terms of theory, theoretical research is carried out by investigating which factors of fresh food e-commerce logistics service quality can improve customer satisfaction and customer trust. In terms of practice, it provides reference suggestions for fresh food e-commerce enterprises to improve the quality of logistics services and improve business performance in the future. It will also provide a reference for other follow-up research.