Impact of green logistics activities and service quality in the e-commerce sector on customer satisfaction

Abstract

Measurement research on the impact of green logistics activities and logistics service quality in the field of e-commerce on customer satisfaction is based on 5 factors measuring green logistics activities, including green transportation, warehousing, green information, green packaging, and reverse logistics. In addition, the factors considered to measure the quality of logistics services are punctuality, order status, order accuracy, and handling of order discrepancies. Research has shown that green logistics factors have a stronger impact on customer satisfaction than service quality in the field of e-commerce. The research results were conducted by surveying 350 consumers by age and region. By analysing and processing through SPSS 26 and Amos 20 software, the study has shown that green logistics factors and service quality in the field of e-commerce have an impact on customer satisfaction. From this result, the article proposes some solutions to help businesses in the field of e-commerce improve logistics activities and service quality increasingly better in response to increasing market requirements.