Digital Fashion: The Impact of Service Quality on Customer Satisfaction

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dc.contributor.authorButeri J.B.B.
dc.contributor.authorCunha M.J.R.
dc.contributor.authorGoncalves M.F.S.
dc.contributor.authorCymrot R.
dc.contributor.authorPereira V.R.
dc.date.accessioned2025-05-01T06:25:28Z
dc.date.available2025-05-01T06:25:28Z
dc.date.issued2025
dc.description.abstract© 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.
dc.description.firstpage55
dc.description.lastpage71
dc.description.volume483
dc.identifier.doi10.1007/978-3-031-80785-5_5
dc.identifier.issnNone
dc.identifier.urihttps://dspace.mackenzie.br/handle/10899/40623
dc.relation.ispartofSpringer Proceedings in Mathematics and Statistics
dc.rightsAcesso Restrito
dc.subject.otherlanguageE-commerce market
dc.subject.otherlanguageExploratory factorial analysis
dc.subject.otherlanguageRetail
dc.titleDigital Fashion: The Impact of Service Quality on Customer Satisfaction
dc.typeArtigo de evento
local.scopus.citations0
local.scopus.eid2-s2.0-105001270576
local.scopus.subjectCustomers' satisfaction
local.scopus.subjectE- commerces
local.scopus.subjectE-commerce market
local.scopus.subjectE-commerce services
local.scopus.subjectExploratory factorial analyze
local.scopus.subjectFactorial analysis
local.scopus.subjectQuestionnaire a
local.scopus.subjectRetail
local.scopus.subjectService Quality
local.scopus.subjectType of services
local.scopus.updated2025-05-01
local.scopus.urlhttps://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=105001270576&origin=inward
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