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E-Commerce Determinants of Customer Satisfaction with Sustainable Logistics Service Quality in the Apparel Sector

In: Business Sustainability: Innovation in Entrepreneurship & Internationalisation

Author

Listed:
  • Maria do Rosário Guedes

    (University of Porto, School of Economics and Management)

  • Catarina Delgado

    (University of Porto, School of Economics and Management
    University of Porto, LIAAD/INESC TEC)

  • Paulo Botelho Pires

    (Polytechnic of Porto, CEOS.PP, ISCAP)

  • José Duarte Santos

    (Polytechnic of Porto, CEOS.PP, ISCAP)

Abstract

Improving the logistics service quality (LSQ) is a method of creating value in online services that has an impact on customer satisfaction. Therefore, the primary objective of this research is to identify the dimensions of LSQ and sustainable logistics service quality (SLSQ) that positively influence the satisfaction of customers when making online purchases of articles from the clothing sector. To achieve this objective, we conducted a comprehensive review of the existing literature on the subject and identified seven dimensions of LSQ and four dimensions of SLSQ that affect customer satisfaction. Based on these findings, we constructed two conceptual models and collected 464 valid responses through an online questionnaire on the Google Forms platform. Using IBM SPSS Statistics 21, we conducted factor analyses and multiple linear regressions to analyze the data obtained. Additionally, we employed descriptive statistics to provide a comprehensive overview of the data and ensure that our findings were statistically significant. The results of the study revealed seven dimensions that have a positive impact on customer satisfaction, including punctuality of delivery, quality of information provided, quality of personal contact, accuracy of the order, handling discrepancies in orders, quality of sustainable information, and health and safety training programs for employees.

Suggested Citation

  • Maria do Rosário Guedes & Catarina Delgado & Paulo Botelho Pires & José Duarte Santos, 2026. "E-Commerce Determinants of Customer Satisfaction with Sustainable Logistics Service Quality in the Apparel Sector," Springer Books, in: Fernando Luís Almeida & José Carlos Morais & José Duarte Santos (ed.), Business Sustainability: Innovation in Entrepreneurship & Internationalisation, pages 219-232, Springer.
    • Handle: RePEc:spr:sprchp:978-3-031-99151-6_15
    DOI: 10.1007/978-3-031-99151-6_15
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