DOAJ Open Access 2022

Determinants of customer satisfaction with parcel locker services in last-mile logistics

Po-Lin Lai Hyunmi Jang Mingjie Fang Ke Peng

Abstrak

Based on the service quality (SERVQUAL) model and logistics service quality (LSQ) model, this study investigates the antecedents of customer satisfaction with parcel locker services in last-mile logistics. Data were collected from a survey of 321 consumers in China and analyzed using structural equation modeling. The results indicate that timeliness is the strongest predictor that positively impacts customer satisfaction with parcel locker services, while reliability and security are the predictive coefficients for the same, followed by responsiveness and tangibility, respectively. This study enriches the literature on SERVQUAL and LSQ by providing implications for logistics service providers.

Topik & Kata Kunci

Shipment of goods. Delivery of goods

Penulis (4)

Po-Lin Lai

Hyunmi Jang

Mingjie Fang

Ke Peng

Format Sitasi

APA MLA BibTeX

Lai, P., Jang, H., Fang, M., Peng, K. (2022). Determinants of customer satisfaction with parcel locker services in last-mile logistics. https://doi.org/10.1016/j.ajsl.2021.11.002

Akses Cepat

PDF tidak tersedia langsung

Cek di sumber asli →

Lihat di Sumber doi.org/10.1016/j.ajsl.2021.11.002

Informasi Jurnal

Tahun Terbit: 2022
Sumber Database: DOAJ
DOI: 10.1016/j.ajsl.2021.11.002
Akses: Open Access ✓