Measuring E-Commerce User Experience in the Last-Mile Delivery
This research aims to develop and to examine a measurement of customers’ experiences in the last-mile delivery process, which is a critical step towards their satisfaction and future intention to order products from the same retailer again. The CMX-LMD scale is proposed as a self-report tool whose p...
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| Format: | Article |
| Language: | English |
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MDPI AG
2023-03-01
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| Series: | Mathematics |
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| Online Access: | https://www.mdpi.com/2227-7390/11/6/1482 |
| _version_ | 1827748817045291008 |
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| author | Vijoleta Vrhovac Stana Vasić Stevan Milisavljević Branislav Dudić Peter Štarchoň Marina Žižakov |
| author_facet | Vijoleta Vrhovac Stana Vasić Stevan Milisavljević Branislav Dudić Peter Štarchoň Marina Žižakov |
| author_sort | Vijoleta Vrhovac |
| collection | DOAJ |
| description | This research aims to develop and to examine a measurement of customers’ experiences in the last-mile delivery process, which is a critical step towards their satisfaction and future intention to order products from the same retailer again. The CMX-LMD scale is proposed as a self-report tool whose psychometric properties where then examined. The total sample of N = 907 participants (63.4% females) was randomly split into two subsamples, then EFA and CFA were conducted, followed by item and correlation analysis. Six factors were revealed (Delivery efficiency, Parcel tracking, Smooth delivery, Visual appeal, Joyful anticipation, and Convenience), explaining about 60% of the total variance. The structure was supported by CFA (χ2(237) = 584.71, <i>p</i> < 0.001, CFI = 0.941, TLI = 0.932, RMSEA = 0.057, SRMR = 0.058). The relations of the derived scales and other variables, such as trust in courier services, were also examined. The CDX-LMD offers acceptable properties and provides a useful measurement for researchers and practitioners in the cross-section between e-commerce and logistics. |
| first_indexed | 2024-03-11T06:13:14Z |
| format | Article |
| id | doaj.art-4a0d28cf3a594d098e7be0b51b76dfe3 |
| institution | Directory Open Access Journal |
| issn | 2227-7390 |
| language | English |
| last_indexed | 2024-03-11T06:13:14Z |
| publishDate | 2023-03-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Mathematics |
| spelling | doaj.art-4a0d28cf3a594d098e7be0b51b76dfe32023-11-17T12:29:16ZengMDPI AGMathematics2227-73902023-03-01116148210.3390/math11061482Measuring E-Commerce User Experience in the Last-Mile DeliveryVijoleta Vrhovac0Stana Vasić1Stevan Milisavljević2Branislav Dudić3Peter Štarchoň4Marina Žižakov5Faculty of Technical Sciences, University of Novi Sad, 21000 Novi Sad, SerbiaFaculty of Technical Sciences, University of Novi Sad, 21000 Novi Sad, SerbiaFaculty of Technical Sciences, University of Novi Sad, 21000 Novi Sad, SerbiaFaculty of Management, Comenius University Bratislava, 82005 Bratislava, SlovakiaFaculty of Management, Comenius University Bratislava, 82005 Bratislava, SlovakiaFaculty of Technical Sciences, University of Novi Sad, 21000 Novi Sad, SerbiaThis research aims to develop and to examine a measurement of customers’ experiences in the last-mile delivery process, which is a critical step towards their satisfaction and future intention to order products from the same retailer again. The CMX-LMD scale is proposed as a self-report tool whose psychometric properties where then examined. The total sample of N = 907 participants (63.4% females) was randomly split into two subsamples, then EFA and CFA were conducted, followed by item and correlation analysis. Six factors were revealed (Delivery efficiency, Parcel tracking, Smooth delivery, Visual appeal, Joyful anticipation, and Convenience), explaining about 60% of the total variance. The structure was supported by CFA (χ2(237) = 584.71, <i>p</i> < 0.001, CFI = 0.941, TLI = 0.932, RMSEA = 0.057, SRMR = 0.058). The relations of the derived scales and other variables, such as trust in courier services, were also examined. The CDX-LMD offers acceptable properties and provides a useful measurement for researchers and practitioners in the cross-section between e-commerce and logistics.https://www.mdpi.com/2227-7390/11/6/1482last-mile deliverydeliverycustomer satisfactioncustomer experiencelogisticse-commerce |
| spellingShingle | Vijoleta Vrhovac Stana Vasić Stevan Milisavljević Branislav Dudić Peter Štarchoň Marina Žižakov Measuring E-Commerce User Experience in the Last-Mile Delivery Mathematics last-mile delivery delivery customer satisfaction customer experience logistics e-commerce |
| title | Measuring E-Commerce User Experience in the Last-Mile Delivery |
| title_full | Measuring E-Commerce User Experience in the Last-Mile Delivery |
| title_fullStr | Measuring E-Commerce User Experience in the Last-Mile Delivery |
| title_full_unstemmed | Measuring E-Commerce User Experience in the Last-Mile Delivery |
| title_short | Measuring E-Commerce User Experience in the Last-Mile Delivery |
| title_sort | measuring e commerce user experience in the last mile delivery |
| topic | last-mile delivery delivery customer satisfaction customer experience logistics e-commerce |
| url | https://www.mdpi.com/2227-7390/11/6/1482 |
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