Exploring the Key Factors Affecting Customer Satisfaction in China’s Sustainable Second-Hand Clothing Market: A Mixed Methods Approach

Abstract

Driven by the increasing awareness of environmental protection and the demand for personalized fashion, China’s second-hand clothing market is developing rapidly. Chinese consumers have begun to accept second-hand clothing, and online platforms such as Xianyu and Zhier have promoted the widespread trading of second-hand clothing. This study explored the key factors influencing customer satisfaction in China’s sustainable second-hand clothing market. Using a mixed research approach, factors such as pricing strategy, product quality, brand image, customer service, market environment and promotions were identified. The conclusion of grounded theory is that price, product quality, brand reputation, customer service quality, economic environment and platform promotions have a strong impact on customer satisfaction. The Kano model highlights the sensitivity of customer service quality, economic environment and promotions in improving satisfaction. Price is crucial, confirming the price sensitivity of customers. Brand reputation and product quality significantly increase satisfaction. Customer satisfaction significantly affects the amount of sustainable recycling. This study improves the theoretical framework and research hypotheses, provides valuable insights for future research and practical applications and contributes to the sustainable development of the second-hand clothing market.