The Impact of Last Mile Logistics Service Quality on Social Sustainability in E-commerce: Customer Perception

This study examines the impact of urban last-mile logistic (LML) service quality on social sustainability focusing Sri Lankan E-commerce sector. Employing a deductive and quantitative approach, a convenience sampling-based questionnaire gathered data from 384 E-commerce users in the Colombo District. For data analysis, the multiple linear regression technique was employed using the SPSS statistical tool. Findings indicate that last-mile logistics service quality dimensions: tangibles, assurance and reliability, respectively, have significant impacts on social sustainability in E-commerce. Thus, research findings indicate that policymakers, stakeholders, and organizations need to focus on improving the above-mentioned LML service quality dimensions to enhance social sustainability and foster optimistic experiences for both communities and consumers.