Last-Mile Delivery Service Quality and CustomerLoyalty in Online Shopping

Abstract

As online shopping becomes increasingly widespread, the effectiveness of last-miledelivery has become crucial for e-retailers seeking a competitive advantage. This studyinvestigates how last-mile delivery service quality affects perceived value, customersatisfaction, and loyalty in online shopping. The study utilized a quantitative researchdesign. The research sample includes shoppers who have made online purchases at leastonce in the last six months. Data gathered through an online questionnaire wereanalyzed using structural equation modeling. Results show that timeliness, informationquality, and order accuracy, which are specific last-mile delivery service qualitydimensions, positively affect perceived value, while timeliness, return delivery quality,and information quality positively affect customer satisfaction. Perceived value alsocontributes positively to customer satisfaction. Finally, customer satisfaction positivelyaffects customer loyalty, while specific delivery dimensions (timeliness, return deliveryquality, and information quality) indirectly enhance loyalty through the mediating rolesof perceived value and satisfaction. This study extends existing literature bydecomposing last-mile delivery into specific service quality dimensions and evaluatingtheir subsequent effects, thereby providing detailed and practical implications for e-retailers.

Keywords: Last-Mile Delivery, Service Quality, Customer Loyalty, Perceived Value,Customer Satisfaction, Online Shopping