Building Customer Satisfaction in Last-Mile Deliveries in e-commerce – Pilot Study

Thi Bao Chau Huynh () and Paulina Golinska-Dawson ()
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Thi Bao Chau Huynh: Poznan University of Technology, Institute of Logistics
Paulina Golinska-Dawson: Poznan University of Technology, Institute of Logistics

A chapter in Proceeding of the 19th International Congress on Logistics and Supply Chain Management Systems, 2026, pp 131-145 from Springer

Abstract: Abstract The swift growth of e-commerce, particularly following the COVID-19 epidemic, has made last-mile delivery services an essential link between retailers and users. Nevertheless, the current research frequently lacks a comprehensive analysis of the user experience in this setting. This study seeks to address this deficiency by determining the principal elements that affect user satisfaction with last-mile delivery services. The research uses a quantitative research method approach, incorporating online surveys to investigate consumer expectations, challenges, and preferences. The results identify six key criteria that substantially influence the user experience: timely delivery, economical delivery fees, secure management of personal and financial data, trustworthy tracking systems, well-preserved packaging, and reliable delivery. This research is provides practical insights that can assist firms in securing a competitive edge in the swiftly changing e-commerce landscape.

Keywords: Last-mile delivery; user satisfaction; user expectations; customer loyalty; E-commerce; operational logistics service quality; logistics service quality (search for similar items in EconPapers)
Date: 2026
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DOI: 10.1007/978-981-95-7700-2_10

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