• ISSN: 2010-0248 (Print)
    • Abbreviated Title: Int. J. Innov.  Manag. Technol.
    • Frequency: Quarterly
    • DOI: 10.18178/IJIMT
    • Editor-in-Chief: Prof. Jin Wang
    • Managing Editor: Ms. Nancy Y. Liu
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IJIMT 2023 Vol.14(1): 19-23 ISSN: 2010-0248
doi: 10.18178/ijimt.2023.14.1.933

Research on the Influencing Factors of Last-Mile Delivery Service Quality Based on Service Quality Scale (SERVQUAL)

Monika Ciesielkiewicz1,*, Claire F. Bonilla2, and Carlos Olave-Lopez-de-Ayala3
1. School of Education, Computense Unversity of Madrid, Spain
2. Department of Computer Science, UDIMA—Universidad a Distancia de Madrid, Spain
3. School of Ecomomics, University of Valencia, Spain
Email: monikacies@gmail.com(M.C.); clairefbonilla@gmail.com(C.F.B.); carolode@alumni.uv.es(C.O.-L.A.)
*Corresponding author

Abstract—In the 21st century, my country's economy is developing rapidly, and the logistics industry is also gradually emerging. With the development of e-commerce and the popularization of online shopping, the ‘last mile’ problem, as the end distribution of the logistics service chain, is a social problem closely related to people. It directly affects the efficiency of logistics, the cost of logistics, and the quality of logistics services. There are also many problems in last-mile delivery, such as high delivery costs, low efficiency, and high pollution, which will affect customers' evaluation of the quality of delivery services. Therefore, it is necessary to study the factors that affect the quality of distribution services, so as to provide suggestions for logistics companies and improve the distribution services. This article summarizes and studies the influencing factors of the last-mile delivery service quality by reviewing relevant literature and combining with the Service Quality Scale (SERVQAUL) framework.

Index Terms—Delivery service quality, influencing factors, last mile, Service Quality Scale (SERVQUAL).

Zhu Yi is with the Department of Accounting, School of Economics and Management, Nanjing University of Science and Technology, China.
*Correspondence: 15202159095@163.com


Cite: Zhu Yi, "Research on the Influencing Factors of Last-Mile Delivery Service Quality Based on Service Quality Scale (SERVQUAL)," International Journal of Innovation, Management and Technology vol. 14, no. 1, pp. 19-23, 2023.

Copyright © 2023 by the authors. This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0).

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