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

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.

• Record URL:
  https://doi.org/10.1016/j.ajsl.2021.11.002
• Record URL:
  http://www.sciencedirect.com/science/article/pii/S2092521221000493
• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/issn/20925212
• Supplemental Notes:
  • Abstract reprinted with permission of Elsevier.
• Authors:
  • Po-Lin, Lai
  • Hyunmi, Jang
  • Mingjie, Fang
  • Ke, Peng
• Publication Date: 2022-3

Language

• English

Media Info

• Media Type: Web
• Features: Figures; References; Tables;
• Pagination: pp 25-30
• Serial:
  • The Asian Journal of Shipping and Logistics
  • Volume: 38
  • Issue Number: 1
  • Publisher: Elsevier
  • ISSN: 2092-5212
  • Serial URL: https://www.sciencedirect.com/journal/the-asian-journal-of-shipping-and-logistics
• Publication flags:

  Open Access (libre)

Subject/Index Terms

• TRT Terms: Customer satisfaction; Delivery service; Logistics; Quality of service
• Subject Areas: Economics; Freight Transportation;

Filing Info

• Accession Number: 01789692
• Record Type: Publication
• Files: TRIS
• Created Date: Nov 30 2021 10:21AM