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Building Customer Satisfaction in Last-Mile Deliveries in e-commerce – Pilot Study

In: Proceeding of the 19th International Congress on Logistics and Supply Chain Management Systems

Author

Listed:
  • Thi Bao Chau Huynh

    (Poznan University of Technology, Institute of Logistics)

  • Paulina Golinska-Dawson

    (Poznan University of Technology, Institute of Logistics)

Abstract

The swift growth of e-commerce, particularly following the COVID-19 epidemic, has made last-mile delivery services an essential link between retailers and users. Nevertheless, the current research frequently lacks a comprehensive analysis of the user experience in this setting. This study seeks to address this deficiency by determining the principal elements that affect user satisfaction with last-mile delivery services. The research uses a quantitative research method approach, incorporating online surveys to investigate consumer expectations, challenges, and preferences. The results identify six key criteria that substantially influence the user experience: timely delivery, economical delivery fees, secure management of personal and financial data, trustworthy tracking systems, well-preserved packaging, and reliable delivery. This research is provides practical insights that can assist firms in securing a competitive edge in the swiftly changing e-commerce landscape.

Suggested Citation

  • Thi Bao Chau Huynh & Paulina Golinska-Dawson, 2026. "Building Customer Satisfaction in Last-Mile Deliveries in e-commerce – Pilot Study," Springer Books, in: Ming Li & Cheng Ren & Shenle Pan & George Q. Huang (ed.), Proceeding of the 19th International Congress on Logistics and Supply Chain Management Systems, pages 131-145, Springer.
    • Handle: RePEc:spr:sprchp:978-981-95-7700-2_10
    DOI: 10.1007/978-981-95-7700-2_10
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