E-logistics service quality in e-commerce the effect of after-sales services on re-purchasing and recommendation intention

​E-commerce has caused major changes in not only the product purchasing process but also how products are delivered. Online customers demand customized products delivered quickly, with full ordering flexibility and convenience. After ordering these products, they want to track the delivery process in real time and be able to reroute when necessary. Nowadays, in an environment where power is passing from the seller to the buyer, increasing demands and tolerance for negative situations decrease, the importance of e-logistics activities becomes evident once again. Because of this, it's critical to create effective and efficient e-logistics operations and modify them to take advantage of the ever evolving technology. Several factors can influence online customers' repurchase and recommendation intentions, including the quality of logistics services. This study examines the impact of e-logistics service quality and after-sales services on the customer's repurchase intention and recommendation intention. The sample group of the research consists of 353 e-commerce users. Correlation, regression and mediator effect analyzes were carried out to test the hypotheses of the research. The study results show that e-logistics service quality and its sub-dimensions positively affect customers' repurchase and recommendation intentions, except for the timeliness dimension. As for after-sales services, only the warranty sub-dimension positively affects repurchase intention. Additionally, it was determined that logistics service quality had a partial mediating effect on repurchase intention and recommendation intention of after-sales services.