Digital Fashion: The Impact of Service Quality on Customer Satisfaction
Tipo
Artigo de evento
Data de publicação
2025
Periódico
Springer Proceedings in Mathematics and Statistics
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0
Autores
Buteri J.B.B.
Cunha M.J.R.
Goncalves M.F.S.
Cymrot R.
Pereira V.R.
Cunha M.J.R.
Goncalves M.F.S.
Cymrot R.
Pereira V.R.
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Resumo
© The Author(s), under exclusive license to Springer Nature Switzerland AG 2025.The aim of this study is to identify the dimensions of quality in fashion e-commerce service and assess its impact on customer satisfaction based on data collected from customers of this type of service. By employing a dataset consisting of 518 valid questionnaires, a comprehensive factor analysis was conducted. Seven distinct factors were identified, shedding light on the enhanced Service Quality aspect in addition to the overarching factor of Overall Satisfaction. The dimensions most strongly associated with Overall Satisfaction were Transparency and Effectiveness of Information, along with Convenience. Across the 8 factors, the means of different groups within each characterization variable were compared. It is worth noting that younger individuals perceive greater advantages when making purchases through fashion e-commerce. In terms of the size of the fashion e-commerce industry, international e-commerce demonstrated positive distinctions in E-commerce Benefits but faced challenges in Logistics Effectiveness. Conversely, small e-commerce exhibited subpar performance in terms of Service Usability and Convenience.
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Assuntos Scopus
Customers' satisfaction , E- commerces , E-commerce market , E-commerce services , Exploratory factorial analyze , Factorial analysis , Questionnaire a , Retail , Service Quality , Type of services