The Factors Influencing User Satisfaction in Last-Mile Delivery: The Structural Equation Modeling Approach

Vijoleta Vrhovac, Dušanka Dakić, Stevan Milisavljević, Đorđe Ćelić, Darko Stefanović and Marina Janković ()
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Vijoleta Vrhovac: Department of Industrial Engineering and Engineering Management, Faculty of Technical Sciences, University of Novi Sad, Trg Dositeja Obradovića 6, 21000 Novi Sad, Serbia
Dušanka Dakić: Department of Industrial Engineering and Engineering Management, Faculty of Technical Sciences, University of Novi Sad, Trg Dositeja Obradovića 6, 21000 Novi Sad, Serbia
Stevan Milisavljević: Department of Industrial Engineering and Engineering Management, Faculty of Technical Sciences, University of Novi Sad, Trg Dositeja Obradovića 6, 21000 Novi Sad, Serbia
Đorđe Ćelić: Department of Industrial Engineering and Engineering Management, Faculty of Technical Sciences, University of Novi Sad, Trg Dositeja Obradovića 6, 21000 Novi Sad, Serbia
Darko Stefanović: Department of Industrial Engineering and Engineering Management, Faculty of Technical Sciences, University of Novi Sad, Trg Dositeja Obradovića 6, 21000 Novi Sad, Serbia
Marina Janković: Department of Industrial Engineering and Engineering Management, Faculty of Technical Sciences, University of Novi Sad, Trg Dositeja Obradovića 6, 21000 Novi Sad, Serbia

Mathematics, 2024, vol. 12, issue 12, 1-29

Abstract: The primary goal of this research is to identify which factors most significantly influence customer satisfaction in the last-mile delivery (LMD) process. The sample comprised 907 participants (63.4% female) with a mean age of 34.90. All participants completed three questionnaires regarding LMD, customer satisfaction, and trust in courier service. Furthermore, participants answered questions related to significant aspects of the delivery process: speed, price, and courier call before delivery. To determine which factors most significantly influence customer satisfaction in LMD, structural equation modeling (SEM) was applied. The tested SEM model showed a good fit. The results indicated that within the LMD dimension, visual appeal was a significant predictor in a negative direction, and all other LMD dimensions (except parcel tracking) were positive and significant predictors of customer satisfaction. Trust in courier service, delivery price, speed, and courier call before delivery were statistically significant predictors of customer satisfaction in last-mile delivery, all in a positive direction.

Keywords: last-mile delivery; home delivery; customer satisfaction; customer experience; logistics; e-commerce (search for similar items in EconPapers)
JEL-codes: C (search for similar items in EconPapers)
Date: 2024
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