Understanding the Consumer Satisfaction of the “Last-Mile” Delivery of E-Business Services

  • Shujun Liu
  • Yan LiEmail author
  • Jingqi Huang
  • Xin Zhao
Conference paper
Part of the IFIP Advances in Information and Communication Technology book series (IFIPAICT, volume 546)


With the rapid development of e-business and modern logistics, people put more and more attention on the service of the express delivery industry. The “last mile” delivery is regarded as the most important link between logistics companies and customers, which deeply affects consumers’ satisfaction on the companies’ services. Concerning the non-linear relationship between production supply and consumer meet, Kano model is widely adopted to evaluate the satisfaction from consumers in the e-business services. This research aims to figure out the factors that influence the consumer satisfaction on the service of the “last mile” by using Kano model. According to the result analysis, some suggestions are raised up to meet customers’ needs to enhance the quality of service of the “last mile” delivery of e-business service.


Consumers satisfaction Kano model The “last mile” delivery 


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Copyright information

© IFIP International Federation for Information Processing 2019

Authors and Affiliations

  1. 1.International CollegeChina Agricultural UniversityBeijingPeople’s Republic of China
  2. 2.College of Humanities and Development StudiesChina Agricultural UniversityBeijingPeople’s Republic of China

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