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

Maria do Rosário Guedes (), Catarina Delgado (), Paulo Botelho Pires () and José Duarte Santos ()
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Maria do Rosário Guedes: University of Porto, School of Economics and Management
Catarina Delgado: University of Porto, School of Economics and Management
Paulo Botelho Pires: Polytechnic of Porto, CEOS.PP, ISCAP
José Duarte Santos: Polytechnic of Porto, CEOS.PP, ISCAP

A chapter in Business Sustainability: Innovation in Entrepreneurship & Internationalisation, 2026, pp 219-232 from Springer

Abstract: 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.

Keywords: Logistics service quality; Sustainable logistics service quality; Consumer satisfaction; e-commerce; Sustainability (search for similar items in EconPapers)
Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-031-99151-6_15

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DOI: 10.1007/978-3-031-99151-6_15

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