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Determinants of customer satisfaction with parcel locker services in last-mile logistics
Lai Po-Lin,Jang Hyunmi,FANG MINGJIE,Peng Ke 한국해운물류학회 2022 The Asian journal of shipping and Logistics Vol.38 No.1
Based on the service quality (SERVQUAL) model and logistics service quality (LSQ) model, this study investigates the antecedents of customer satisfaction with parcel locker services in last-mile logistics. Data were collected from a survey of 321 consumers in China and analyzed using structural equation modeling. The results indicate that timeliness is the strongest predictor that positively impacts customer satisfaction with parcel locker services, while reliability and security are the predictive coefficients for the same, followed by responsiveness and tangibility, respectively. This study enriches the literature on SERVQUAL and LSQ by providing implications for logistics service providers. © 2021 The Authors. Production and hosting by Elsevier B.V. on behalf of The Korean Association of Shipping and Logistics, Inc. This is an open access article under the CC BY-NC-ND license (http:// creativecommons.org/licenses/by-nc-nd/4.0/). CC_BY_NC_ND_4.0