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Online retail experience and customer satisfaction: The mediating role of last mile delivery

Vakulenko, Yulia LU ; Shams, Poja; Hellström, Daniel LU and Hjort, Klas LU (2019) In The International Review of Retail, Distribution and Consumer research special issue 29(3). p.306-306
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)
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author
organization
publishing date
type
Contribution to journal
publication status
published
subject
keywords
Customer experience, E-commerce, online retail, Last mile delivery, Customer satisfaction
in
The International Review of Retail, Distribution and Consumer research special issue
volume
29
issue
3
pages
320 pages
publisher
Taylor & Francis
DOI
10.1080/09593969.2019.1598466
language
English
LU publication?
yes
id
a51ff8da-dfcb-487d-b197-b9f48fdd89ee
date added to LUP
2019-04-15 14:43:25
date last changed
2019-09-06 09:57:47
@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},
  keyword      = {Customer experience,E-commerce,online retail,Last mile delivery,Customer satisfaction},
  language     = {eng},
  month        = {06},
  number       = {3},
  pages        = {306--306},
  publisher    = {Taylor & Francis},
  series       = {The International Review of Retail, Distribution and Consumer research special issue},
  title        = {Online retail experience and customer satisfaction: The mediating role of last mile delivery},
  url          = {http://dx.doi.org/10.1080/09593969.2019.1598466},
  volume       = {29},
  year         = {2019},
}