The impact of logistics service quality on customer purchase intentions: A study on e-commerce marketplaces

The aim of this study is to examine the effect of logistics service quality on consumers' purchase intention within e-commerce marketplaces. With the increasing trend of online shopping, logistics services have become one of the most critical determinants of customer satisfaction and loyalty. In this context, the study quantitatively analyzes the impact of logistics service dimensions—such as delivery speed, reliability, pricing transparency, order traceability, and return convenience—on consumer purchase decisions. A questionnaire method was employed as the research technique, and data were collected from 400 participants across Turkey who have made purchases on various e-commerce platforms. The data were analyzed using the SPSS software. The results indicate that logistics service quality has a statistically significant and positive effect on purchase intention. Among the variables, delivery speed and ease of return demonstrated the strongest influence on purchasing behavior. The findings suggest that logistics processes should not only be viewed as operational functions but also as strategic tools for competitive advantage. Accordingly, e-commerce companies are encouraged to develop customer-oriented, transparent, and fast logistics solutions to enhance customer satisfaction, repeat purchasing behavior, and brand loyalty.