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Determinants of customer satisfaction with parcel locker services in last-mile logistics
- Authors
- Lai, Po-Lin; Hyunmi, J.; Mingjie, F.; Ke, P.
- Issue Date
- Mar-2022
- Publisher
- Korean Association of Shipping and Logistics, Inc.
- Keywords
- Customer Satisfaction; Last-mile logistics; Parcel locker services; Service quality; SERVQUAL
- Citation
- Asian Journal of Shipping and Logistics, v.38, no.1, pp 25 - 30
- Pages
- 6
- Journal Title
- Asian Journal of Shipping and Logistics
- Volume
- 38
- Number
- 1
- Start Page
- 25
- End Page
- 30
- ISSN
- 2092-5212
2352-4871
- Abstract
- 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. © 2021 The Authors
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Collections - Graduate School > Department of Trade & Logistics > 1. Journal Articles
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