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

Author

Listed:
  • 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)

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.

Suggested Citation

  • Vijoleta Vrhovac & Dušanka Dakić & Stevan Milisavljević & Đorđe Ćelić & Darko Stefanović & Marina Janković, 2024. "The Factors Influencing User Satisfaction in Last-Mile Delivery: The Structural Equation Modeling Approach," Mathematics, MDPI, vol. 12(12), pages 1-29, June.
    • Handle: RePEc:gam:jmathe:v:12:y:2024:i:12:p:1857-:d:1414832
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    References listed on IDEAS

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