Securely Delivered: Enhancing Customer Commitment Through Quality Of Third-party Service Logistics For Online Retail Platform

This study examines the influence of logistics service quality (LSQ) on customer satisfaction (CS) and customer commitment (CC) within the context of third-party logistics services in online retail platforms in Malaysia. Utilizing a purposive sampling approach, data were collected from 309 respondents via an electronic questionnaire, with 192 responses qualifying for statistical analysis. Employing PLS path modelling through SmartPLS 4.0 software, the study reveals significant positive relationships between operational quality (OQ) and CS, interactional quality (IQ) and CS, and CS and CC. Results indicate that customers appreciate efficient logistics features, such as reliable tracking systems and prompt deliveries. Furthermore, the interactional quality, characterized by effective communication and responsiveness, significantly enhances customer satisfaction. Importantly, CS serves as a mediator between OQ and CC, as well as IQ and CC, highlighting that satisfied customers are more likely to exhibit higher commitment toward the online retail platform. The managerial contributions of this research emphasize the quick actions to integrate the customer, online retail platform, and third-party service provider in one centred system are practical solutions in responding to the challenges discussed. These findings underscore the importance of prioritizing logistic service quality and understanding customer preferences to drive long-term success and customer commitment in the competitive online retail landscape.