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Abstract

For Riexpress, a logistics service provider that handles land, sea, and air shipping, customer assessments are now formed long before goods reach the recipient, starting from when customers become familiar with the company through its digital channels. This quantitative study was designed to examine two sources of these experiences: The study examined how social media marketing and logistics service quality influence customers repurchase intention, with customer satisfaction serving as a mediating factor. Data were collected from 190 selected customers through purposive sampling and analyzed using PLS‑SEM with SmartPLS. The analysis showed that both digital marketing and delivery service quality are strongly related to customer satisfaction, and each also directly affects repurchase intention. Additionally, customer satisfaction provides an extra pathway linking these two stimuli to the intention to repurchase. This means that Riexpress customer loyalty is not solely born from the accuracy and security of goods delivery, but also from the company's presence and communication in the digital space.

Keywords

Social Media Marketing Logistics Service Quality Customer Satisfaction Repurchase Intention Logistics services

How to Cite

Citation Format
Andryani, I. S., & Zulfikri, A. (2026). Social Media Marketing, Logistics Service Quality, and Repurchase Intention: The Mediating Role of Customer Satisfaction among Riexpress Customers. International Journal of Management Science and Information Technology, 6(2), 3002-3012. https://doi.org/10.35870/ijmsit.v6i2.8811

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Author Biographies

Indah Suci Andryani, Universitas Pembangunan Jaya

Management Study Program, Faculty of Humanities and Business, Universitas Pembangunan Jaya, South Tangerang City, Banten Province, Indonesia

Agung Zulfikri, Universitas Pembangunan Jaya

Management Study Program, Faculty of Humanities and Business, Universitas Pembangunan Jaya, South Tangerang City, Banten Province, Indonesia

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Copyright (c) 2026 Indah Suci Andryani, Agung Zulfikri

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