Significance of face-to-face service quality in last mile delivery for e-commerce platforms

Significance of face-to-face service quality in last mile delivery for e-commerce platforms

This study aims to clarify how the quality of face-to-face service in last mile delivery affects consumer use of e-commerce (EC) platforms. We implemented a questionnaire survey for Japanese EC users and obtained 1137 valid responses. Based on this dataset, we implemented the following statistical a...

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Bibliographic Details
Main Authors: Yuki Inoue, Masataka Hashimoto
Format: Article
Language:English
Published: Elsevier 2023-09-01
Series:Transportation Research Interdisciplinary Perspectives
Subjects:
E-commerce
Platform business
Last mile
Delivery service
Service encounter
Service failure
Online Access:http://www.sciencedirect.com/science/article/pii/S259019822300132X

Internet

http://www.sciencedirect.com/science/article/pii/S259019822300132X

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