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The swift growth of e-commerce, particularly following the COVID-19 epidemic, has made last-mile delivery services an essential link between retailers and users. Nevertheless, the current research frequently lacks a comprehensive analysis of the user experience in this setting. This study seeks to address this deficiency by determining the principal elements that affect user satisfaction with last-mile delivery services. The research uses a quantitative research method approach, incorporating online surveys to investigate consumer expectations, challenges, and preferences. The results identify six key criteria that substantially influence the user experience: timely delivery, economical delivery fees, secure management of personal and financial data, trustworthy tracking systems, well-preserved packaging, and reliable delivery. This research is provides practical insights that can assist firms in securing a competitive edge in the swiftly changing e-commerce landscape.

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Building Customer Satisfaction in Last-Mile Deliveries in e-commerce – Pilot Study

  • 会议论文

  • 发表日期：

    2026年

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  • Thi Bao Chau Huynh,
  • Paulina Golinska-Dawson

摘要

The swift growth of e-commerce, particularly following the COVID-19 epidemic, has made last-mile delivery services an essential link between retailers and users. Nevertheless, the current research frequently lacks a comprehensive analysis of the user experience in this setting. This study seeks to address this deficiency by determining the principal elements that affect user satisfaction with last-mile delivery services. The research uses a quantitative research method approach, incorporating online surveys to investigate consumer expectations, challenges, and preferences. The results identify six key criteria that substantially influence the user experience: timely delivery, economical delivery fees, secure management of personal and financial data, trustworthy tracking systems, well-preserved packaging, and reliable delivery. This research is provides practical insights that can assist firms in securing a competitive edge in the swiftly changing e-commerce landscape.