Research on the Service Quality of the Last-Mile Logistics Distribution

Yan Li; Sumei Li

doi:doi:10.11648/j.si.20180603.17

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Research on the Service Quality of the Last-Mile Logistics Distribution

Yan Li, Sumei Li

Published in Science Innovation (Volume 6, Issue 3)

Received: 21 June 2018 Published: 22 June 2018

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Abstract

B2C e-commerce has put forward higher requirements on the ability of logistics distribution, in which the last-mile delivery quality plays a significant role. Recently, the introduction of intelligent terminals generates a new last-mile delivery mode. Centered with the service quality of this new mode, this paper firstly analyzes the features of the new last-mile delivery mode with intelligent terminals as the carrier, then identifies the dimensions of service quality in this context, and thirdly analyzes the relationships among features of the new last-mile delivery mode, service quality, trust in the service provider, and customer satisfaction toward the last-mile distribution service. A structrual equation model is run on the data collected through survey. It concludes that richness of interactive media and convenience of self-service can significantly improve the sevice quality of the last-mile delivery, and through the mediating role of trust, quality service promotes customer satisfaction indirectly.

Published in	Science Innovation (Volume 6, Issue 3)
DOI	10.11648/j.si.20180603.17
Page(s)	156-163
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2018. Published by Science Publishing Group

Keywords

Last- Mile Distribution, Service Quality, Trust, Customer Satisfaction

References

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APA Style

Yan Li, Sumei Li. (2018). Research on the Service Quality of the Last-Mile Logistics Distribution. Science Innovation, 6(3), 156-163. https://doi.org/10.11648/j.si.20180603.17

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ACS Style

Yan Li; Sumei Li. Research on the Service Quality of the Last-Mile Logistics Distribution. Sci. Innov. 2018, 6(3), 156-163. doi: 10.11648/j.si.20180603.17

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AMA Style

Yan Li, Sumei Li. Research on the Service Quality of the Last-Mile Logistics Distribution. Sci Innov. 2018;6(3):156-163. doi: 10.11648/j.si.20180603.17

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@article{10.11648/j.si.20180603.17,
  author = {Yan Li and Sumei Li},
  title = {Research on the Service Quality of the Last-Mile Logistics Distribution},
  journal = {Science Innovation},
  volume = {6},
  number = {3},
  pages = {156-163},
  doi = {10.11648/j.si.20180603.17},
  url = {https://doi.org/10.11648/j.si.20180603.17},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.si.20180603.17},
  abstract = {B2C e-commerce has put forward higher requirements on the ability of logistics distribution, in which the last-mile delivery quality plays a significant role. Recently, the introduction of intelligent terminals generates a new last-mile delivery mode. Centered with the service quality of this new mode, this paper firstly analyzes the features of the new last-mile delivery mode with intelligent terminals as the carrier, then identifies the dimensions of service quality in this context, and thirdly analyzes the relationships among features of the new last-mile delivery mode, service quality, trust in the service provider, and customer satisfaction toward the last-mile distribution service. A structrual equation model is run on the data collected through survey. It concludes that richness of interactive media and convenience of self-service can significantly improve the sevice quality of the last-mile delivery, and through the mediating role of trust, quality service promotes customer satisfaction indirectly.},
 year = {2018}
}

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TY  - JOUR
T1  - Research on the Service Quality of the Last-Mile Logistics Distribution
AU  - Yan Li
AU  - Sumei Li
Y1  - 2018/06/22
PY  - 2018
N1  - https://doi.org/10.11648/j.si.20180603.17
DO  - 10.11648/j.si.20180603.17
T2  - Science Innovation
JF  - Science Innovation
JO  - Science Innovation
SP  - 156
EP  - 163
PB  - Science Publishing Group
SN  - 2328-787X
UR  - https://doi.org/10.11648/j.si.20180603.17
AB  - B2C e-commerce has put forward higher requirements on the ability of logistics distribution, in which the last-mile delivery quality plays a significant role. Recently, the introduction of intelligent terminals generates a new last-mile delivery mode. Centered with the service quality of this new mode, this paper firstly analyzes the features of the new last-mile delivery mode with intelligent terminals as the carrier, then identifies the dimensions of service quality in this context, and thirdly analyzes the relationships among features of the new last-mile delivery mode, service quality, trust in the service provider, and customer satisfaction toward the last-mile distribution service. A structrual equation model is run on the data collected through survey. It concludes that richness of interactive media and convenience of self-service can significantly improve the sevice quality of the last-mile delivery, and through the mediating role of trust, quality service promotes customer satisfaction indirectly.
VL  - 6
IS  - 3
ER  -

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Author Information

Yan Li

School of Management, China University of Mining and Technology (Beijing), Beijing, China
Sumei Li

School of Management, China University of Mining and Technology (Beijing), Beijing, China

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APA Style

Yan Li, Sumei Li. (2018). Research on the Service Quality of the Last-Mile Logistics Distribution. Science Innovation, 6(3), 156-163. https://doi.org/10.11648/j.si.20180603.17

Copy | Download

ACS Style

Yan Li; Sumei Li. Research on the Service Quality of the Last-Mile Logistics Distribution. Sci. Innov. 2018, 6(3), 156-163. doi: 10.11648/j.si.20180603.17

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AMA Style

Yan Li, Sumei Li. Research on the Service Quality of the Last-Mile Logistics Distribution. Sci Innov. 2018;6(3):156-163. doi: 10.11648/j.si.20180603.17

Copy | Download

@article{10.11648/j.si.20180603.17,
  author = {Yan Li and Sumei Li},
  title = {Research on the Service Quality of the Last-Mile Logistics Distribution},
  journal = {Science Innovation},
  volume = {6},
  number = {3},
  pages = {156-163},
  doi = {10.11648/j.si.20180603.17},
  url = {https://doi.org/10.11648/j.si.20180603.17},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.si.20180603.17},
  abstract = {B2C e-commerce has put forward higher requirements on the ability of logistics distribution, in which the last-mile delivery quality plays a significant role. Recently, the introduction of intelligent terminals generates a new last-mile delivery mode. Centered with the service quality of this new mode, this paper firstly analyzes the features of the new last-mile delivery mode with intelligent terminals as the carrier, then identifies the dimensions of service quality in this context, and thirdly analyzes the relationships among features of the new last-mile delivery mode, service quality, trust in the service provider, and customer satisfaction toward the last-mile distribution service. A structrual equation model is run on the data collected through survey. It concludes that richness of interactive media and convenience of self-service can significantly improve the sevice quality of the last-mile delivery, and through the mediating role of trust, quality service promotes customer satisfaction indirectly.},
 year = {2018}
}

Copy | Download

TY  - JOUR
T1  - Research on the Service Quality of the Last-Mile Logistics Distribution
AU  - Yan Li
AU  - Sumei Li
Y1  - 2018/06/22
PY  - 2018
N1  - https://doi.org/10.11648/j.si.20180603.17
DO  - 10.11648/j.si.20180603.17
T2  - Science Innovation
JF  - Science Innovation
JO  - Science Innovation
SP  - 156
EP  - 163
PB  - Science Publishing Group
SN  - 2328-787X
UR  - https://doi.org/10.11648/j.si.20180603.17
AB  - B2C e-commerce has put forward higher requirements on the ability of logistics distribution, in which the last-mile delivery quality plays a significant role. Recently, the introduction of intelligent terminals generates a new last-mile delivery mode. Centered with the service quality of this new mode, this paper firstly analyzes the features of the new last-mile delivery mode with intelligent terminals as the carrier, then identifies the dimensions of service quality in this context, and thirdly analyzes the relationships among features of the new last-mile delivery mode, service quality, trust in the service provider, and customer satisfaction toward the last-mile distribution service. A structrual equation model is run on the data collected through survey. It concludes that richness of interactive media and convenience of self-service can significantly improve the sevice quality of the last-mile delivery, and through the mediating role of trust, quality service promotes customer satisfaction indirectly.
VL  - 6
IS  - 3
ER  -

Copy | Download