Relationship between Service Quality of Courier Service providers & Re-purchase Intention of Online Buyers

Abstract

This paper reviews the relationship between the service quality of courier service providers and the re-purchase intention of online buyers with special reference to Instagram platform users in Sri Lanka. During the past few years due to Covid – 19 pandemic, many customers move towards online purchasing. Hence, the authors tried to identify this trend as a good opportunity for entrepreneurs in Sri Lanka. The authors focused on courier service providers in Sri Lanka as they play a major role in online business activities as an intermediary party. This study employed quantitative method and primary data was collected from Instagram users especially those who have brought products through online manners from the online stores in Instagram. Further, convenience sampling method was used to collect data and it was able to gain 193 responses which indicated a 77% response rate. Moreover, to analyze the collected data, SPSS 25 version was used. The results gained by the correlation analysis were able to prove that there is a positive relationship between the service quality of courier service providers and the re-purchase intention of online buyers who have purchased products from the online shopping stores in the Instagram platform. Further, it revealed that each service quality dimensions has a positive relationship with the re-purchase intention of online buyers. Nevertheless, the contribution of the findings in this study will be beneficial, especially for SMEs who are struggling on the online platforms and also for courier service providers in Sri Lanka to enhance their service quality for future development and let them have a chance to rethink their about capabilities to overcome future challenges.