Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/329686 
Year of Publication: 
2022
Citation: 
[Journal:] Asian Journal of Shipping and Logistics (AJSL) [ISSN:] 2352-4871 [Volume:] 38 [Issue:] 1 [Year:] 2022 [Pages:] 25-30
Publisher: 
Elsevier, Amsterdam
Abstract: 
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.
Subjects: 
Customer Satisfaction
Last-mile logistics
Parcel locker services
Service quality
SERVQUAL
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by-nc-nd Logo
Document Type: 
Article

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