The role of third-party logistic service providers and customer follow-up services on customer repurchase intention

Purpose Online retail (e-retail) businesses require practice guidelines for customer follow-up services immediately after product delivery by third-party logistic service providers (3PLSP). Literature has identified several factors influencing repurchase intention; however, online retailers practice inadequate follow-up support, particularly in the e-retail industry. Therefore, this study investigates the integrated role of 3PLSP and customer follow-up on customer repurchase intention in e-retail businesses. Design/methodology/approach We conducted an online survey and collected 439 data from online consumers with prior online buying experience to test the proposed hypothesis using partial least squares-based structural equation modeling (PLS-SEM). Findings The results indicate that the role of 3PLSP and customer follow-up services (CFUS) immediately after product delivery substantially impacts on customer satisfaction (CS), resulting in increased intention among customers to repurchase from the same online sellers. The study revealed CFUS as a key predictor with a mediating factor of CS to repurchase intention, but its direct impact was insignificant. Research limitations/implications This study makes a theoretical contribution by incorporating “CFUS” factors into the conventional theory of repurchase intention. Additionally, this research serves as a foundation for e-retail businesses for customer follow-up to influence repurchase intention directly. Originality/value This study adds to the existing literature in the e-retail industry by examining and validating the role of 3PLSP and the newly proposed CFUS factor on repurchase intention through the mediation effect of CS.