Research on the Influencing Factors of Last-Mile Delivery Service Quality Based on Service Quality Scale (SERVQUAL)

Abstract

In the 21st century, my country's economy is developing rapidly, and the logistics industry is also gradually emerging. With the development of e-commerce and the popularization of online shopping, the ‘last mile’ problem, as the end distribution of the logistics service chain, is a social problem closely related to people. It directly affects the efficiency of logistics, the cost of logistics, and the quality of logistics services. There are also many problems in last-mile delivery, such as high delivery costs, low efficiency, and high pollution, which will affect customers' evaluation of the quality of delivery services. Therefore, it is necessary to study the factors that affect the quality of distribution services, so as to provide suggestions for logistics companies and improve the distribution services. This article summarizes and studies the influencing factors of the last-mile delivery service quality by reviewing relevant literature and combining with the Service Quality Scale (SERVQAUL) framework.