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)
Zhu Yi*
- Department of Accounting, School of Economics and Management, Nanjing University of Science and Technology, China.
Abstract
In the 21st century, my country's economy isdeveloping rapidly, and the logistics industry is also graduallyemerging. With the development of e-commerce and thepopularization of online shopping, the ‘last mile’ problem, asthe end distribution of the logistics service chain, is a socialproblem closely related to people. It directly affects theefficiency of logistics, the cost of logistics, and the quality oflogistics services. There are also many problems in last-miledelivery, such as high delivery costs, low efficiency, and highpollution, which will affect customers' evaluation of the qualityof delivery services. Therefore, it is necessary to study thefactors that affect the quality of distribution services, so as toprovide suggestions for logistics companies and improve thedistribution services. This article summarizes and studies theinfluencing factors of the last-mile delivery service quality byreviewing relevant literature and combining with the ServiceQuality Scale (SERVQAUL) framework.
Keywords
- Delivery service quality
- influencing factors
- last mile
- Service Quality Scale (SERVQUAL)
How to 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. https://doi.org/10.18178/ijimt.2023.14.1.933
Copyright & License
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).