The Impact of Logistics Services on Customer Satisfaction in Fashion Industry e-Commerce

Purpose: A s t he c ommerce m arket r apidly c hanges d ue t o t echnological a dvancements and consumer preferences, the competitiveness of logistics services is highlighted. This study analyzes the factors of logistics in fashion industry e-commerce that affect customer satisfaction. The goal is to provide insights to fashion companies to develop logistics strategies. Research design, data, and methodology: In the research model for empirical analysis, the logistics service factors are reliability, economy, convenience, and speed. Data obtained via questionnaire were analyzed for multiple regression and moderating effects. Results: As a result of the analysis, the logistics service factors that provide economy, convenience, and speed had a significant impact on customer satisfaction. There were significant differences in customer satisfaction based on gender and age. Conclusions: Fashion companies must provide a variety of logistics services, and need to improve customer satisfaction through continuous service improvement.