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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 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)
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author
; ; and
organization
publishing date
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
2020-12-29 04:01:05
@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},
  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},
}