Research on the Service Quality of the Last-Mile Logistics Distribution
Science Innovation
Volume 6, Issue 3, June 2018, Pages: 156-163
Received: Jun. 21, 2018; Published: Jun. 22, 2018
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Authors
Yan Li, School of Management, China University of Mining and Technology (Beijing), Beijing, China
Sumei Li, School of Management, China University of Mining and Technology (Beijing), Beijing, China
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Abstract
B2C e-commerce has put forward higher requirements on the ability of logistics distribution, in which the last-mile delivery quality plays a significant role. Recently, the introduction of intelligent terminals generates a new last-mile delivery mode. Centered with the service quality of this new mode, this paper firstly analyzes the features of the new last-mile delivery mode with intelligent terminals as the carrier, then identifies the dimensions of service quality in this context, and thirdly analyzes the relationships among features of the new last-mile delivery mode, service quality, trust in the service provider, and customer satisfaction toward the last-mile distribution service. A structrual equation model is run on the data collected through survey. It concludes that richness of interactive media and convenience of self-service can significantly improve the sevice quality of the last-mile delivery, and through the mediating role of trust, quality service promotes customer satisfaction indirectly.
Keywords
Last- Mile Distribution, Service Quality, Trust, Customer Satisfaction
To cite this article
Yan Li, Sumei Li, Research on the Service Quality of the Last-Mile Logistics Distribution, Science Innovation. Vol. 6, No. 3, 2018, pp. 156-163. doi: 10.11648/j.si.20180603.17
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