Impact of express delivery service quality towards repurchase intention by B2C and C2C: A case of Indonesia

Express delivery is claimed to be a critical factor that affects e-commerce customer satisfaction and previous studies showed that customer satisfaction in turn affects customer's intention to repurchase. However, no research has discussed the relationship between express delivery service quality to repurchase intention in e-commerce. Thus, perceiving the importance of the express delivery service quality to the e-commerce industry, this research aims to examine the impact of express delivery service quality especially in B2C and C2C e-commerce. This study was conducted using a quantitative approach by distributing questionnaires to B2C or C2C e-commerce customers who ever made a purchase and had the goods shipped using express delivery services. Data of 582 respondents were collected and then analyzed using Covariance Based SEM (CB-SEM) with AMOS 22. The results showed that responsiveness and empathy dimensions of express delivery's service quality dimension give positive influence towards both customer satisfaction and trust to shop online, which will subsequently give positive influence toward repurchase intention.