Abstract

Purpose: This research explores how logistics service quality (LSQ) influences perceived sustainability, logistics value, and customer loyalty. Using structural equation modeling (SEM), the study examines how LSQ dimensions shape customers’ sustainability perception and how these perceptions contribute to value and loyalty. Research design, data and methodology: A model was developed from prior LSQ and sustainability studies. Survey data from 282 e-commerce consumers were analyzed with SEM. Constructs included order quality, delivery quality, information quality, customer service, and flexibility as LSQ dimensions, with perceived sustainability, logistics value, and loyalty as dependent variables. Results: Findings showed that delivery quality, customer service, and flexibility significantly enhance perceived sustainability, while order quality and information quality do not. Delivery quality, information quality, customer service, and flexibility also positively affect logistics value, whereas order quality remains insignificant. Perceived sustainability improves logistics value and directly influences customer loyalty, with logistics value showing the strongest effect. Conclusions: Customers recognize sustainable logistics practices through reliable delivery, responsive service, and flexibility, which reinforce loyalty. This study contributes to logistics and sustainability research by proposing an integrated framework linking service quality, sustainability perception, value, and loyalty. It also addresses the limitations of SERVQUAL by reframing LSQ dimensions for digital logistics platforms, offering both theoretical contributions and practical guidance for managers seeking competitive advantage.