Skip to main content

LUP Student Papers

LUND UNIVERSITY LIBRARIES

Snabbt, billigt och nära. En kvantitativ undersökning av service vid leverans till utlämningsställe

Belova, Alla LU and Nilsson, Elin LU (2020) SMKK60 20201
Department of Service Studies
Abstract
E-retailers all over the world are facing increased competition due to the rapid development of the e-commerce sector. In this light, delivering positive service experience to customers is often named as one of the keys to successful business. Last-mile deliveries are an important factor that can significantly influence a customer’s total service experience with an e-retailer. This study aims to examine Swedish customers’ perception of the service that is provided in connection with last-mile deliveries to collection points and to identify service elements that customers consider attractive. An underlying goal of the study is to identify possible differences between customer groups’ perceptions of the service elements.

An online survey... (More)
E-retailers all over the world are facing increased competition due to the rapid development of the e-commerce sector. In this light, delivering positive service experience to customers is often named as one of the keys to successful business. Last-mile deliveries are an important factor that can significantly influence a customer’s total service experience with an e-retailer. This study aims to examine Swedish customers’ perception of the service that is provided in connection with last-mile deliveries to collection points and to identify service elements that customers consider attractive. An underlying goal of the study is to identify possible differences between customer groups’ perceptions of the service elements.

An online survey was conducted to collect the empirical data for the study. SERVCON and Kano models were used to develop the survey and to analyze the data. The study results showed that the respondents did not appear to have high expectations regarding the service provided at collection points as only one service attribute showed to cause dissatisfaction. The majority of service elements were categorized as neutral. Six attributes – short waiting time, fast service, help with returns, packaging for returns, generous opening hours, and possibility to pick up parcels from different delivery companies – were categorized as attractive. No significant differences between customer groups’ perceptions of service elements were identified, which means that customers’ perceptions can be considered largely homogenous. However, the sampling method used in this study resulted in unequal representation of certain respondent groups, which could have a negative effect on the study’s representativeness and generalizability. (Less)
Abstract (Swedish)
I kontexten av växande e-handel och ökande konkurrens bland e-handelsaktörer världen över blir bra service till kunderna alltmer aktuell för fortsatt framgång. Leverans av varor till slutkunden, eller last mile-leverans, lyfts fram som en viktig aspekt av service som kan ha en betydande påverkan på kundernas sammanlagda serviceupplevelse. Syftet med denna studie var att undersöka svenska kunders uppfattningar av service som tillhandahålls vid last mile-leverans till utlämningsställe och identifiera attraktiva serviceattribut förknippade med detta leveransalternativ. Ett underliggande syfte med undersökningen var även att identifiera eventuella skillnader i uppfattningar av service bland olika kundsegment.

För att uppnå dessa syften... (More)
I kontexten av växande e-handel och ökande konkurrens bland e-handelsaktörer världen över blir bra service till kunderna alltmer aktuell för fortsatt framgång. Leverans av varor till slutkunden, eller last mile-leverans, lyfts fram som en viktig aspekt av service som kan ha en betydande påverkan på kundernas sammanlagda serviceupplevelse. Syftet med denna studie var att undersöka svenska kunders uppfattningar av service som tillhandahålls vid last mile-leverans till utlämningsställe och identifiera attraktiva serviceattribut förknippade med detta leveransalternativ. Ett underliggande syfte med undersökningen var även att identifiera eventuella skillnader i uppfattningar av service bland olika kundsegment.

För att uppnå dessa syften genomfördes en webbenkätundersökning. Datainsamlingen och analysen utgick från SERVCON- och Kano-modellerna. Undersökningen kom fram till att respondenterna inte ställer höga krav på service vid leverans till utlämningsställe eftersom det endast identifierades ett serviceattribut som kunde orsaka missnöje med servicen. De flesta attributen uppfattades som neutrala. Sex serviceattribut, kort väntetid, snabb service, hjälp med returhantering, emballage för returer, generösa öppettider, samt möjligheten att hämta leveranser från olika leveransföretag, kunde kategoriseras som attraktiva. Det framgick inga betydande skillnader i uppfattningar av serviceattribut mellan respondentgrupperna, vilket innebär att kunder som använder leverans till utlämningsställe är till stor del homogena i sin uppfattning av detta leveransalternativ. Urvalsmetoden som användes i undersökningen gjorde dock att gruppfördelningarna bland respondenterna i undersökningen blev ojämna, vilket innebär att undersökningens representativitet och generaliserbarhet kan ifrågasättas. (Less)
Please use this url to cite or link to this publication:
author
Belova, Alla LU and Nilsson, Elin LU
supervisor
organization
course
SMKK60 20201
year
type
M2 - Bachelor Degree
subject
keywords
Last mile-leverans, servicekvalitet, servicebekvämlighet, SERVCON-modellen, Kano-modellen, serviceattribut, kundtillfredsställelse, utlämningsställe.
language
Swedish
id
9020781
date added to LUP
2020-06-29 13:59:30
date last changed
2020-06-29 13:59:30
@misc{9020781,
  abstract     = {{E-retailers all over the world are facing increased competition due to the rapid development of the e-commerce sector. In this light, delivering positive service experience to customers is often named as one of the keys to successful business. Last-mile deliveries are an important factor that can significantly influence a customer’s total service experience with an e-retailer. This study aims to examine Swedish customers’ perception of the service that is provided in connection with last-mile deliveries to collection points and to identify service elements that customers consider attractive. An underlying goal of the study is to identify possible differences between customer groups’ perceptions of the service elements. 

An online survey was conducted to collect the empirical data for the study. SERVCON and Kano models were used to develop the survey and to analyze the data. The study results showed that the respondents did not appear to have high expectations regarding the service provided at collection points as only one service attribute showed to cause dissatisfaction. The majority of service elements were categorized as neutral. Six attributes – short waiting time, fast service, help with returns, packaging for returns, generous opening hours, and possibility to pick up parcels from different delivery companies – were categorized as attractive. No significant differences between customer groups’ perceptions of service elements were identified, which means that customers’ perceptions can be considered largely homogenous. However, the sampling method used in this study resulted in unequal representation of certain respondent groups, which could have a negative effect on the study’s representativeness and generalizability.}},
  author       = {{Belova, Alla and Nilsson, Elin}},
  language     = {{swe}},
  note         = {{Student Paper}},
  title        = {{Snabbt, billigt och nära. En kvantitativ undersökning av service vid leverans till utlämningsställe}},
  year         = {{2020}},
}