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May 20, 2026Transportation Research Interdisciplinary PerspectivesOpen Access

The role of reverse logistics factors in shaping repurchase intention on e-commerce platforms among Generation Z in Vietnam

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Authors

TNThi Thuy An NgoFPT UniversityTLThi Ngoc Trang LeFPT UniversityVDVu Thu Thao DaoFPT University

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Implication

Quantitative study examines reverse logistics service quality effects on trust and repurchase intention among Generation Z, indicating important service enhancements.

Key Points

  • This research aims to understand how reverse logistics service quality factors influence customer satisfaction and trust, and their effects on repurchase intention among Generation Z in Vietnam.
  • Adopted a quantitative research design
  • Data collected from 375 valid respondents
  • Analyzed using PLS-SEM
  • Timeliness, compensation, empathy, and convenience significantly enhance customer satisfaction.
  • Compensation, empathy, convenience, and return policy positively influence customer trust.
  • Satisfaction and trust emerge as strong predictors of repurchase intention in reverse logistics services.

Cite This Study

Ngo et al. (2026) studied this question.

synapsesocial.com/papers/6a0d5013f03e14405aa9bad0https://doi.org/10.1016/j.trip.2026.102063
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