The Influence Of Channel Integration And Logistics Service Quality On Repurchase Intention Mediated By Customer Satisfaction (Study At DHL Express Pekanbaru)

Digital transformation in the logistics industry has prompted express delivery service providers to integrate physical and digital channels to meet increasingly complex customer expectations. This study aims to analyze the influence of Perceived Channel Integration Quality and Perceived Logistics Service Quality on Repurchase Intention mediated by Transaction-Specific Satisfaction and Cumulative Satisfaction. The study uses a quantitative approach with Partial Least Squares Structural Equation Modeling (PLS-SEM) with data collected from 335 DHL Express Pekanbaru customers through purposive sampling. The results show that both perceived channel integration quality and perceived logistics service quality have a significant positive effect on both forms of customer satisfaction, which in turn has a significant effect on repurchase intentions. Among the mediating variables, transaction-specific satisfaction emerged as the most influential predictor of repurchase behavior. Multi-Group Analysis shows that service types do not significantly moderate relationships between constructs. These findings emphasize the importance of channel integration optimization strategies and ensuring consistency in the service experience to build long-term customer loyalty in an omnichannel logistics environment.