Customer expectations regarding last mile delivery for the case buying electroniccategories on e-commerce platform at Ho Chi Minh City
Main Article Content
Abstract
Last-mile delivery (LMD) is almost the final key factor that determines the shopping experience of customers in the e-commerce environment. However, LMD in Vietnam has not kept pace with the development of e-commerce under many challenges. Moreover, electronic category is one of the most commonly sold items on e-commerce platforms along with many strict demands on product return/exchange whereas LMD in Vietnam is still not optimal. Therefore, it is necessary to study customers' expectations about LMD service when buying electronic category online in order to meet customers’ expectations. The empirical results show that there is correlation between the factors constituting the quality of LMD services with the customer's expectations of LMD services for electronic category, in the following order: Reliability, Safety and the connection between buyer and seller, Shipping Price, Delivery Time, and Shipper
Article Details
Keywords
Customers’ expectation, E-commerce, Electronic category, Last mile delivery
References
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