Online retail experience and customer satisfaction: The mediating role of last mile delivery
(2019) In International Review of Retail Distribution & Consumer Research 29(3 (special Issue)). p.306-320- Abstract
- For various industries worldwide, recent years have been defined by the remarkable growth of e-commerce. Enabled by the Internet, retailers can reach more customers, spread much further in the distribution chain, and optimize their resources. In the new market environment, customer experience has become a source of competitive advantage. This study investigates the role of last mile delivery in the customer’s e-retail experience. A quantitative methodology was used, which incorporated a survey that was conducted in Sweden and measured participants’ most recent e-retail experience. The results indicate that the last mile delivery experience mediates the relationship between the customer’s perception of the online shopping experience and... (More)
- For various industries worldwide, recent years have been defined by the remarkable growth of e-commerce. Enabled by the Internet, retailers can reach more customers, spread much further in the distribution chain, and optimize their resources. In the new market environment, customer experience has become a source of competitive advantage. This study investigates the role of last mile delivery in the customer’s e-retail experience. A quantitative methodology was used, which incorporated a survey that was conducted in Sweden and measured participants’ most recent e-retail experience. The results indicate that the last mile delivery experience mediates the relationship between the customer’s perception of the online shopping experience and customer satisfaction. These conclusions provide ground for further thorough investigations of the role of last mile delivery in the e-retail context and supports e-retailers in increasing their customers’ satisfaction. (Less)
Please use this url to cite or link to this publication:
https://lup.lub.lu.se/record/a51ff8da-dfcb-487d-b197-b9f48fdd89ee
- author
- Vakulenko, Yulia LU ; Shams, Poja ; Hellström, Daniel LU and Hjort, Klas LU
- organization
- publishing date
- 2019-06-04
- type
- Contribution to journal
- publication status
- published
- subject
- keywords
- Customer experience, E-commerce, online retail, Last mile delivery, Customer satisfaction
- in
- International Review of Retail Distribution & Consumer Research
- volume
- 29
- issue
- 3 (special Issue)
- pages
- 306 - 320
- publisher
- Taylor & Francis
- external identifiers
-
- scopus:85074862427
- ISSN
- 0959-3969
- DOI
- 10.1080/09593969.2019.1598466
- project
- Paketautomat i stad och glesbygd på företag och myndigheter
- language
- English
- LU publication?
- yes
- id
- a51ff8da-dfcb-487d-b197-b9f48fdd89ee
- date added to LUP
- 2019-04-15 14:43:25
- date last changed
- 2022-04-25 22:30:05
@article{a51ff8da-dfcb-487d-b197-b9f48fdd89ee, abstract = {{For various industries worldwide, recent years have been defined by the remarkable growth of e-commerce. Enabled by the Internet, retailers can reach more customers, spread much further in the distribution chain, and optimize their resources. In the new market environment, customer experience has become a source of competitive advantage. This study investigates the role of last mile delivery in the customer’s e-retail experience. A quantitative methodology was used, which incorporated a survey that was conducted in Sweden and measured participants’ most recent e-retail experience. The results indicate that the last mile delivery experience mediates the relationship between the customer’s perception of the online shopping experience and customer satisfaction. These conclusions provide ground for further thorough investigations of the role of last mile delivery in the e-retail context and supports e-retailers in increasing their customers’ satisfaction.}}, author = {{Vakulenko, Yulia and Shams, Poja and Hellström, Daniel and Hjort, Klas}}, issn = {{0959-3969}}, keywords = {{Customer experience; E-commerce; online retail; Last mile delivery; Customer satisfaction}}, language = {{eng}}, month = {{06}}, number = {{3 (special Issue)}}, pages = {{306--320}}, publisher = {{Taylor & Francis}}, series = {{International Review of Retail Distribution & Consumer Research}}, title = {{Online retail experience and customer satisfaction: The mediating role of last mile delivery}}, url = {{http://dx.doi.org/10.1080/09593969.2019.1598466}}, doi = {{10.1080/09593969.2019.1598466}}, volume = {{29}}, year = {{2019}}, }