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

2021 ◽  
Author(s):  
Lai Po-Lin ◽  
Jang Hyunmi ◽  
Fang Mingjie ◽  
Peng Ke
Keyword(s):  
Customer Satisfaction ◽  
Last Mile

scholarly journals Construction and Application of Customer Satisfaction Model with theService Quality of Last-Mile Delivery in Rural Areas

2021 ◽  
Vol 18 ◽  
pp. 703-711
Author(s):  
Yuh‐Jen Cho ◽  
Lin Xue ◽  
Shu-Rong Huang ◽  
Zhe-Peng Yang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Rural Areas ◽  
Local Governments ◽  
Entropy Weight ◽  
Index Model ◽  
Last Mile ◽  
Last Mile Delivery ◽  
Satisfaction Model

The backward last-mile delivery infrastructures, the greater difficulties in last-mile delivery due to the scattered residences of rural customers and the lack of logistics professionals in rural areas have emerged as the important factors hindering the improvement of the service quality of last-mile delivery in rural areas. This study combines the classic satisfaction index model and transformation of the SERVQUAL standard scale to draw up the connotations and observation variables of customer expectations, quality perception, perceived value, customer satisfaction, customer complaints and customer loyalty with the service quality of last-mile delivery in rural areas, and takes 460 permanent residents in rural areas as the research objects, then constructs and tests the customer satisfaction model of the service quality of last-mile delivery in rural areas, and deeply analyzes the relationship between customer satisfaction and its influencing factors; by constructing a twodimensional combination potential of entropy weight-satisfaction average value, the in-depth application of the model is discussed, and at the same time, it provides policy suggestions for local governments, logistics companies and other entities to improve the customer satisfaction with the service quality of last-mile delivery in rural areas

scholarly journals Modelo de optimización de la distribución logística de última milla frente a los bajos indicadores de satisfacción de los clientes de la empresa “Tu Envió Fácil SAS” en la ciudad de Bogotá

2020 ◽  
Vol 11 (2) ◽  
pp. 85-95
Author(s):  
Erik Yesid Bermúdez Hernández ◽  
Oscar Eduardo Sarmiento Saavedra
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Customer Satisfaction ◽  
Chain Management ◽  
Logistics Distribution ◽  
The Road ◽  
Last Mile ◽  
Improvement Measures ◽  
Customer Dissatisfaction ◽  
The City

This work aims to address the problem presented by the company Tu Envió Fácil SAS, based on the low indicators of customer satisfaction. The main objective is to design a model of optimization of the logistics distribution of "last mile" against the low indicators that customers reveal about the company, mainly in the city of Bogotá, in the period between September 2019 and December 2019 For this, the theories of Supply Chain Management will be taken into account. Which allow to determine that there is a need to design the model to optimize and be able to make an improvement in the factors that are generating customer dissatisfaction and the low effectiveness of operations. It was established that the current indicators are adequate for the management of the last mile logistics distribution of the company and the urgency of the improvement measures to be taken is determined. One of the particular problems that stand out in the investigation is due to the road complexity that some cities have, either in terms of infrastructure, traffic or security that the couriers face, thus leading to the non-fulfillment of their work in relation to delivery of merchandise and customer dissatisfaction. Given this, this proposal intends to implement new methodological ways in the field of logistics as other alternatives in order to shorten the delivery and compliance times of the product and significantly improve the favorable rates of the company.

scholarly journals Logistics Service Mode Selection for Last Mile Delivery: An Analysis Method Considering Customer Utility and Delivery Service Cost

2020 ◽  
Vol 13 (1) ◽  
pp. 284
Author(s):  
Feng Li ◽  
Zhi-Ping Fan ◽  
Bing-Bing Cao ◽  
Xin Li
Keyword(s):  
Customer Satisfaction ◽  
Mode Selection ◽  
Analysis Method ◽  
Service Cost ◽  
Delivery Service ◽  
Logistics Service ◽  
Last Mile ◽  
Service Mode ◽  
Selection For ◽  
Last Mile Delivery

Last mile delivery is an important part in the logistics service process of express enterprises since it can directly contact with the customer and affect customer satisfaction. How to select a suitable logistics service mode for last mile delivery with the objectives of lower delivery service cost and higher customer satisfaction is a noteworthy research topic. In this paper, we focus on the analysis method for logistics service mode selection for last mile delivery considering customer utility and delivery service cost. First, we conduct the market survey of customer needs and discuss the market segmentation, and then we propose a customer utility value calculation model based on utility theory. Next, we propose a delivery quantity prediction method based on the time series prediction and customer selection probability calculation. Furthermore, we construct a cost accounting model to determine the delivery service cost. On this basis, we show the selection of the suitable logistics service mode for last mile delivery according to the analysis results of customer utility and delivery service cost. Finally, we show the feasibility and effectiveness of the proposed method by a case analysis.

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