Ấn phẩm:
Determinants of emotional experience in e-commerce last-mile delivery: evidence from the Vill Delivery app in Vinh Long Province
Nhan đề song song
Tác giả
Le Thi Xuan Thanh
Bui Mai Nguyen Anh MSc.
Nguyen Thi Hong Khanh
Tran Thi To Nhu MSc.
Pham Phuong Mai MSc.
Bui Mai Nguyen Anh MSc.
Nguyen Thi Hong Khanh
Tran Thi To Nhu MSc.
Pham Phuong Mai MSc.
Người hướng dẫn
Tác giả khác
Năm xuất bản
2026
Nhà xuất bản
Học viện Tài chính
Tóm tắt
This study investigates the impact of logistics service quality on customers' emotional experiences and satisfaction in last-mile delivery within the context of the VILL delivery platform in Vinh Long Province. A quantitative approach was employed, with data collected from 271 customers and analyzed using Structural Equation Modeling (SEM). The reliability and validity of measurement scales were confirmed through Cronbach's Alpha, Exploratory Factor Analysis (EFA), and Confirmatory Factor Analysis (CFA). The findings reveal that timeliness, order condition, and discrepancy handling positively influence customer emotions, while staff interaction and information quality significantly reduce negative emotions. Notably, negative emotions exert a strong negative effect on customer satisfaction. This study contributes to the literature by integrating emotional dimensions into the assessment of logistics service quality, emphasizing the critical role of negative emotions in shaping customer satisfaction in local e-commerce platforms.
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vie
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Chủ đề
last-mile delivery , logistics service quality , emotional experience , customer satisfaction , e-commerce
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