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

被引：31

作者：

Lai, Po-Lin ^{[1
]}

Jang, Hyunmi ^{[2
]}

Fang, Mingjie ^{[3
]}

Peng, Ke ^{[1
]}

机构：

[1] Chung Ang Univ, Dept Int Logist, Seoul 06974, South Korea

[2] Pusan Natl Univ, Grad Sch Int Studies, Busan, South Korea

[3] Korea Univ, Business Sch, Dept Logist Serv & Operat Management, Seoul, South Korea

来源：

ASIAN JOURNAL OF SHIPPING AND LOGISTICS | 2022年 / 38卷 / 01期

关键词：

Parcel locker services; Customer Satisfaction; Last-mile logistics; Service quality; SERVQUAL; QUALITY; RELIABILITY; IMPACT; IMAGE; COSTS;

D O I：

10.1016/j.ajsl.2021.11.002

中图分类号：

U [交通运输];

学科分类号：

08 ; 0823 ;

摘要：

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. (C) 2021 The Authors. Production and hosting by Elsevier B.V. on behalf of The Korean Association of Shipping and Logistics, Inc.

引用

页码：25 / 30

页数：6

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