Influence of Customer Service Response Speed of Cross-border e-commerce on Customer Repurchase Intention: The Mediating Effect of Customer Satisfaction

Wei Wang; Zhengzheng Wang

doi:10.6918/IJOSSER.202510_8(10).0027

Authors

Wei Wang
Zhengzheng Wang

DOI:

https://doi.org/10.6918/IJOSSER.202510_8(10).0027

Keywords:

Cross-border e-commerce, Customer service response speed, Customer service response speed, Customer satisfaction.

Abstract

This study focuses on cross-border e-commerce, and deeply discusses the influence of customer service response speed on customer repurchase intention and the intermediary role of customer satisfaction. Through literature review, this paper makes clear the important influence of customer service response speed on customers' repurchase intention and satisfaction, and puts forward relevant assumptions. A questionnaire containing basic information and three key variable scales was designed, and 194 valid questionnaires were distributed and recovered by asking questions. The results of data analysis show that the customer service response speed of cross-border e-commerce has a significant positive impact on customer repurchase intention and satisfaction, and customer satisfaction also plays a significant intermediary role between customer service response speed and repurchase intention. This shows that improving customer service response speed can effectively enhance customer satisfaction, and then promote customers' willingness to repurchase, which provides an empirical basis for cross-border e-commerce enterprises to optimize customer service management.

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