IDEAS home Printed from https://ideas.repec.org/a/pes/ieroec/v13y2022i4p1117-1142.html
   My bibliography  Save this article

Segmentation of e-customers in terms of sustainable last-mile delivery

Author

Listed:
  • Maja Kiba-Janiak

    (Wroclaw University of Economics and Business, Poland)

  • Katarzyna Cheba

    (West Pomeranian University of Technology in Szczecin, Poland)

  • Magdalena Mucowska

    (Wroclaw University of Economics and Business, Poland)

  • Leise Kelli de Oliveira

    (Universidade Federal de Minas Gerais (UFMG), Brasil)

Abstract

Research background: A rapidly developing e-commerce market and growing customer expectations regarding the speed and frequency of deliveries have made the last mile of the supply chain more challenging. The expectations of e-customers increase every year. They choose those companies that deliver goods faster and cheaper than others. A significant group of customers in Poland still selects home delivery. Many of them frequently return products to the retailer. These expectations and behaviour pose a challenge for the transport companies to deliver parcels to individual customers soon after the purchase, sometimes even on the same day. In addition, increasingly frequent deliveries contribute to environmental pollution, congestion, and accidents, as well as more expensive deliveries. Purpose of the article: The paper aims to identify e-customers’ preferences and assess their impact on sustainable last-mile delivery (LMD) in the e-commerce market. The authors have also identified factors influencing e-customers’ behaviour to make last-mile delivery more sustainable. Methods: The conjoint analysis was applied to evaluate a set of profiles defined by selected attributes in order to investigate the overall preferences for the profiles created by the respondents to the survey. Findings & value added: The segmentation of e-customers according to their preferences connected with last-mile delivery was presented. The added value of the paper is the presentation of the methodology to assess the impact of customer preferences on sustainable last-mile delivery. The obtained results may contribute to the formulation of recommendations for e-commerce and logistics companies regarding the preferences of e-customers to improve the sustainability of last-mile delivery.

Suggested Citation

  • Maja Kiba-Janiak & Katarzyna Cheba & Magdalena Mucowska & Leise Kelli de Oliveira, 2022. "Segmentation of e-customers in terms of sustainable last-mile delivery," Oeconomia Copernicana, Institute of Economic Research, vol. 13(4), pages 1117-1142, December.
    • Handle: RePEc:pes:ieroec:v:13:y:2022:i:4:p:1117-1142
    DOI: 10.24136/oc.2022.032
    as

    Download full text from publisher

    File URL: http://dx.doi.org/10.24136/oc.2022.032
    Download Restriction: no
    File URL: https://libkey.io/10.24136/oc.2022.032?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Marcucci, Edoardo & Gatta, Valerio & Marciani, Massimo & Cossu, Paola, 2017. "Measuring the effects of an urban freight policy package defined via a collaborative governance model," Research in Transportation Economics, Elsevier, vol. 65(C), pages 3-9.
    2. Robert Stefko & Radovan Bacik & Richard Fedorko & Maria Olearova, 2022. "Gender-generation characteristic in relation to the customer behavior and purchasing process in terms of mobile marketing," Oeconomia Copernicana, Institute of Economic Research, vol. 13(1), pages 181-223, March.
    3. Magdalena Mucowska, 2021. "Trends of Environmentally Sustainable Solutions of Urban Last-Mile Deliveries on the E-Commerce Market—A Literature Review," Sustainability, MDPI, vol. 13(11), pages 1-26, May.
    4. Zhou, Lin & Baldacci, Roberto & Vigo, Daniele & Wang, Xu, 2018. "A Multi-Depot Two-Echelon Vehicle Routing Problem with Delivery Options Arising in the Last Mile Distribution," European Journal of Operational Research, Elsevier, vol. 265(2), pages 765-778.
    5. Heleen Buldeo Rai & Koen Mommens & Sara Verlinde & Cathy Macharis, 2019. "How Does Consumers’ Omnichannel Shopping Behaviour Translate into Travel and Transport Impacts? Case-Study of a Footwear Retailer in Belgium," Sustainability, MDPI, vol. 11(9), pages 1-19, May.
    6. Agatz, N.A.H. & Fan, Y. & Stam, D.A., 2020. "Going green: the effect of green labels on delivery time slot choices," ERIM Report Series Research in Management ERS-2020-009-LIS, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    7. Yael Deutsch & Boaz Golany, 2018. "A parcel locker network as a solution to the logistics last mile problem," International Journal of Production Research, Taylor & Francis Journals, vol. 56(1-2), pages 251-261, January.
    8. Yuen, Kum Fai & Wang, Xueqin & Ma, Fei & Wong, Yiik Diew, 2019. "The determinants of customers’ intention to use smart lockers for last-mile deliveries," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 316-326.
    9. Frazen Tolentino-Zondervan & Enide Bogers & Luc van de Sande, 2021. "A Managerial and Behavioral Approach in Aligning Stakeholder Goals in Sustainable Last Mile Logistics: A Case Study in the Netherlands," Sustainability, MDPI, vol. 13(8), pages 1-17, April.
    10. Yuen, Kum Fai & Wang, Xueqin & Ng, Li Ting Wendy & Wong, Yiik Diew, 2018. "An investigation of customers’ intention to use self-collection services for last-mile delivery," Transport Policy, Elsevier, vol. 66(C), pages 1-8.
    11. Mladen Krstić & Snežana Tadić & Milovan Kovač & Violeta Roso & Slobodan Zečević, 2021. "A Novel Hybrid MCDM Model for the Evaluation of Sustainable Last Mile Solutions," Mathematical Problems in Engineering, Hindawi, vol. 2021, pages 1-17, October.
    12. Martin Savelsbergh & Tom Van Woensel, 2016. "50th Anniversary Invited Article—City Logistics: Challenges and Opportunities," Transportation Science, INFORMS, vol. 50(2), pages 579-590, May.
    13. Anja Buerke & Tammo Straatmann & Nick Lin-Hi & Karsten Müller, 2017. "Consumer awareness and sustainability-focused value orientation as motivating factors of responsible consumer behavior," Review of Managerial Science, Springer, vol. 11(4), pages 959-991, October.
    14. Buldeo Rai, Heleen & Verlinde, Sara & Macharis, Cathy, 2021. "Unlocking the failed delivery problem? Opportunities and challenges for smart locks from a consumer perspective," Research in Transportation Economics, Elsevier, vol. 87(C).
    15. Valerio Gatta & Edoardo Marcucci & Marialisa Nigro & Sergio Maria Patella & Simone Serafini, 2018. "Public Transport-Based Crowdshipping for Sustainable City Logistics: Assessing Economic and Environmental Impacts," Sustainability, MDPI, vol. 11(1), pages 1-14, December.
    16. Milos Poliak & Lucia Svabova & Vladimir Konecny & Natalia Aleksandrovna Zhuravleva & Kristian Culik, 2021. "New paradigms of quantification of economic efficiency in the transport sector," Oeconomia Copernicana, Institute of Economic Research, vol. 12(1), pages 193-212, March.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Elżbieta Roszko-Wójtowicz & Gagan Deep Sharma & Barbara Dańska-Borsiak & Maria M. Grzelak, 2024. "Innovation-Driven E-Commerce Growth in the EU: An Empirical Study of the Propensity for Online Purchases and Sustainable Consumption," Sustainability, MDPI, vol. 16(4), pages 1-28, February.
    2. Beckers, Joris & Cardenas, Ivan & Le Pira, Michela & Zhang, Jia, 2023. "Exploring Logistics-as-a-Service to integrate the consumer into urban freight," Research in Transportation Economics, Elsevier, vol. 101(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Magdalena Mucowska, 2021. "Trends of Environmentally Sustainable Solutions of Urban Last-Mile Deliveries on the E-Commerce Market—A Literature Review," Sustainability, MDPI, vol. 13(11), pages 1-26, May.
    2. Gabriele Iannaccone & Edoardo Marcucci & Valerio Gatta, 2021. "What Young E-Consumers Want? Forecasting Parcel Lockers Choice in Rome," Logistics, MDPI, vol. 5(3), pages 1-16, August.
    3. Sergio Maria Patella & Gianluca Grazieschi & Valerio Gatta & Edoardo Marcucci & Stefano Carrese, 2020. "The Adoption of Green Vehicles in Last Mile Logistics: A Systematic Review," Sustainability, MDPI, vol. 13(1), pages 1-29, December.
    4. Lin, Yun Hui & Wang, Yuan & He, Dongdong & Lee, Loo Hay, 2020. "Last-mile delivery: Optimal locker location under multinomial logit choice model," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 142(C).
    5. dos Santos, André Gustavo & Viana, Ana & Pedroso, João Pedro, 2022. "2-echelon lastmile delivery with lockers and occasional couriers," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 162(C).
    6. Buldeo Rai, Heleen & Verlinde, Sara & Macharis, Cathy, 2021. "Unlocking the failed delivery problem? Opportunities and challenges for smart locks from a consumer perspective," Research in Transportation Economics, Elsevier, vol. 87(C).
    7. Ashu Kedia & Diana Kusumastuti & Alan Nicholson, 2019. "Establishing Collection and Delivery Points to Encourage the Use of Active Transport: A Case Study in New Zealand Using a Consumer-Centric Approach," Sustainability, MDPI, vol. 11(22), pages 1-23, November.
    8. Fuli Zhou & Yandong He & Felix T. S. Chan & Panpan Ma & Francesco Schiavone, 2022. "Joint Distribution Promotion by Interactive Factor Analysis using an Interpretive Structural Modeling Approach," SAGE Open, , vol. 12(1), pages 21582440221, February.
    9. Yu, Vincent F. & Jodiawan, Panca & Hou, Ming-Lu & Gunawan, Aldy, 2021. "Design of a two-echelon freight distribution system in last-mile logistics considering covering locations and occasional drivers," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 154(C).
    10. Chen, Ching-Fu & White, Christopher & Hsieh, Yi-En, 2020. "The role of consumer participation readiness in automated parcel station usage intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    11. Bartosz Sawik & Adrian Serrano-Hernandez & Alvaro Muro & Javier Faulin, 2022. "Multi-Criteria Simulation-Optimization Analysis of Usage of Automated Parcel Lockers: A Practical Approach," Mathematics, MDPI, vol. 10(23), pages 1-17, November.
    12. Henri Kervola & Erika Kallionpää & Heikki Liimatainen, 2022. "Delivering Goods Using a Baby Pram: The Sustainability of Last-Mile Logistics Business Models," Sustainability, MDPI, vol. 14(21), pages 1-18, October.
    13. John Olsson & Daniel Hellström & Henrik Pålsson, 2019. "Framework of Last Mile Logistics Research: A Systematic Review of the Literature," Sustainability, MDPI, vol. 11(24), pages 1-25, December.
    14. Marta Viu-Roig & Eduard J. Alvarez-Palau, 2020. "The Impact of E-Commerce-Related Last-Mile Logistics on Cities: A Systematic Literature Review," Sustainability, MDPI, vol. 12(16), pages 1-19, August.
    15. Milioti, Christina & Pramatari, Katerina & Kelepouri, Ioanna, 2020. "Modelling consumers’ acceptance for the click and collect service," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
    16. Yuen, Kum Fai & Chua, Jie Ying & Li, Xue & Wang, Xueqin, 2023. "The determinants of users’ intention to adopt telehealth: Health belief, perceived value and self-determination perspectives," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    17. Peng, Xiaoshuai & Zhang, Lele & Thompson, Russell G. & Wang, Kangzhou, 2023. "A three-phase heuristic for last-mile delivery with spatial-temporal consolidation and delivery options," International Journal of Production Economics, Elsevier, vol. 266(C).
    18. Mommens, Koen & Buldeo Rai, Heleen & van Lier, Tom & Macharis, Cathy, 2021. "Delivery to homes or collection points? A sustainability analysis for urban, urbanised and rural areas in Belgium," Journal of Transport Geography, Elsevier, vol. 94(C).
    19. Liu, Yubin & Ye, Qiming & Escribano-Macias, Jose & Feng, Yuxiang & Candela, Eduardo & Angeloudis, Panagiotis, 2023. "Route planning for last-mile deliveries using mobile parcel lockers: A hybrid q-learning network approach," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 177(C).
    20. Haider, Zulqarnain & Hu, Yujie & Charkhgard, Hadi & Himmelgreen, David & Kwon, Changhyun, 2022. "Creating grocery delivery hubs for food deserts at local convenience stores via spatial and temporal consolidation," Socio-Economic Planning Sciences, Elsevier, vol. 82(PB).

    More about this item

    Keywords

    e-commerce; conjoint analysis; sustainability; sustainable logistics; ecological awareness;
    All these keywords.

    JEL classification:

    • D01 - Microeconomics - - General - - - Microeconomic Behavior: Underlying Principles
    • D15 - Microeconomics - - Household Behavior - - - Intertemporal Household Choice; Life Cycle Models and Saving
    • C49 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods: Special Topics - - - Other
    • C83 - Mathematical and Quantitative Methods - - Data Collection and Data Estimation Methodology; Computer Programs - - - Survey Methods; Sampling Methods

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pes:ieroec:v:13:y:2022:i:4:p:1117-1142. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Adam P. Balcerzak (email available below). General contact details of provider: https://edirc.repec.org/data/ibgtopl.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.