Purpose In omnichannel retailing, information plays a crucial role in shaping the customer journey. However, research examining information quality (IQ) as an antecedent of electronic logistics service quality (e-LSQ) is lacking. Few studies have examined how e-LSQ is associated with consumer behaviour in emerging e-commerce markets, such as Türkiye. Therefore, this study aims to reinvestigate the relationship between IQ and e-LSQ, as well as the role of IQ in shaping customer expectations prior to the service encounter in Türkiye's e-commerce market. Design/methodology/approach Grounded in Expectation Confirmation Theory (ECT), the research examines the mediating roles of e-LSQ dimensions and customer satisfaction in the relationships among IQ, pre-purchase expectations, and repurchase intention (RI). A survey was used to examine the associations between IQ, e-LSQ, and RI, and the data were analyzed using Partial Least Squares Structural Equation Modelling. Findings The findings supported the positive association between IQ and e-LSQ and, in turn, the association between selected e-LSQ dimensions and customer satisfaction (CS). Moreover, the results of the analysis reveal that e-LSQ dimensions and CS play mediating roles in the association between IQ and RI. Practical implications The study reveals the critical importance of IQ in shaping online shoppers' expectations and perceptions of e-LSQ. The novel approach analyses the link between IQ, e-LSQ, and CS, extending researchers' and managers' understanding of e-LSQ in e-tailing. Originality/value Theoretically, to the extent of the authors' knowledge, this is the first study to reposition IQ as an antecedent of e-LSQ and a benchmark in interpreting customer expectations, rather than as a subdimension of e-LSQ. The theoretical background draws on ECT with a novel hierarchical approach to provide insight into the associations between IQ and e-LSQ.
Tuğer et al. (Wed,) studied this question.