Abstract

Purpose: E-retailers increasingly recognize logistics service quality (LSQ) as a critical driver of business performance. This study examines the influence of LSQ on consumer satisfaction and further explores the impact of consumer satisfaction on electronic word-of-mouth (eWOM). Research Design, Data, and Methodology: Using a sample of 440 participants, the study employs partial least squares structural equation modeling (PLS-SEM) to assess the proposed framework. Data are analyzed by using SPSS and SmartPLS. Results: The results show that shipping, tracking, returns, and follow-up services positively influence consumer satisfaction. In addition, the results indicate the positive relationship between consumer satisfaction and eWOM. Moreover, in this study, the finding also shows that follow-up is not only a newly identified dimension of LSQ, but also the most influential factor among the examined antecedents affecting online shoppers’ satisfaction in Vietnam. Conclusions: This study contributes to expanding social exchange theory, expectancy disconfirmation theory and expectation confirmation theory regarding logistics service. This study also provides meaningful insights for both researchers and practitioners by emphasizing the critical role of follow-up, shipping, returns, and tracking in shaping consumer experiences within the context of online shopping. Positive logistics experiences not only increase consumer satisfaction but also encourage eWOM, benefiting businesses and service providers alike.