Determinants of customer satisfaction with parcel locker services in last-mile logistics

Po-Lin, Lai; Hyunmi, Jang; Fang, Mingjie; Peng, Ke

doi:10.1016/j.ajsl.2021.11.002

Cited by 35 publications

(17 citation statements)

References 40 publications

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“…Along with many empirical studies that investigate the perceived usefulness of the parcel locker systems (Rai, Verlinde, and Macharis 2021, Tsai and Tiwasing 2021, Lai et al 2022, there are analytical studies focusing on the decision problems related to the locations, numbers, and capacities of the lockers (Deutsch and Golany 2017, Schwerdfeger and Boysen 2020, Yang et al 2020, Lin et al 2022. Our study treats the numbers of uncapacitated parcel lockers as given and assumes that they are located in busy spots near residential or commercial areas and some selected public transportation terminals as these are the most commonly used candidate locations by the research stream on parcel lockers (Taniguchi, Thompson, and Qureshi 2020).…”

Section: Notesmentioning

confidence: 99%

Public Transport-Based Crowd-Shipping with Backup Transfers

Kızıl

Yıldız

2023

Transportation Science

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With the rising urbanization and booming e-commerce, traditional last-mile delivery systems fail to satisfy the need for faster, cheaper, and more environmentally friendly deliveries. Several new approaches are put forward as an alternative to classical delivery systems in this regard, yet none of them offers the same level of flexibility, capacity, reliability, and managerial control by itself. This paper proposes a new last-mile delivery model that combines several new approaches and technologies to address this issue. More precisely, we suggest using public transit as a backbone network completed by automated service points, crowd-shipping, and backup transfers with zero-emission vehicles to provide a low-cost and environmentally friendly express delivery service. The design problem for the envisioned system is formulated as a two-stage stochastic program, and a branch-and-price (BP) algorithm is devised to solve it. Taking advantage of the nearly decomposable structure that would emerge in possible real-world applications, our study presents the first example of using decomposition branching in a BP framework to enhance computational efficiency. Extensive computational studies and simulations with real-world data reveal valuable managerial insights for the proposed system and attest to the efficacy of the suggested methodology.

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Section: Notesmentioning

confidence: 99%

Public Transport-Based Crowd-Shipping with Backup Transfers

Kızıl

Yıldız

2023

Transportation Science

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“…The parcel locker system does not reveal customers' addresses. This system also reduces the risk of parcel damage or loss as customers may not be able to get their products quickly enough [95][96][97]. Parcel lockers may also help to reduce emissions [92,98].…”

Section: Parcel Lockersmentioning

confidence: 99%

A Review of Literature on Vehicle Routing Problems of Last-Mile Delivery in Urban Areas

Jazemi,

Alidadiani,

Ahn

et al. 2023

Applied Sciences

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Logistics has long been important in an industrial society. Compared with the traditional structure of distribution, which requires freight to be delivered mostly to warehouses or retail stores, customers now often prefer packages to be delivered to their residences, especially after the delivery challenges during the COVID-19 pandemic. The delivery of parcels to urban residential areas increases the challenge due to the amount of delivery volume, tight delivery schedules, and continuously changing delivery conditions. Last-mile delivery tries to address the challenges, taking advantage of the available automation, sensor and communication technologies, and people’s attitudes toward parcel delivery for the benefit of all stakeholders. Various approaches to last-mile delivery have been proposed and analyzed in the literature. This paper reviews the recent literature on vehicle routing for last-mile delivery. The review identified four major categories: crowdshipping, parcel lockers, delivery by sidekicks, and delivery to optional points. The nature of the problems is discussed in five aspects: fleet capacity, time window, fleet option, dynamism of input, and stochastic parameters. The review identifies the achievements and limitations of the research in the areas and proposes a future research agenda.

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“…The above research on the key factors related to consumer intentions, traits, and preferences influencing the choice of APS technology was carried out through a statistical analysis of survey studies in various parts of the world. However, Lai et al [46] introduced the service quality (SERVQUAL) model and the logistics service quality (LSQ) model; this study investigates the antecedents of customer satisfaction with parcel locker services in last-mile logistics. The analysis of the scientific literature led to the conclusion that there were no earlier publications using the Kano model for analysis in the selected area.…”

Section: Scientific Literature Reviewmentioning

confidence: 99%

Perceived Importance and Quality Attributes of Automated Parcel Locker Services in Urban Areas

Cieśla

2023

Smart Cities

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Recent global trends related to the increasing use of e-commerce are becoming a challenge for courier transport, especially in the last-mile process of delivering products to the final retail recipient. One delivery method is the personal collection of the parcel in an automated post box, available 24/7 for the customer. Our research method was based on a preliminary selection of the most important features of parcel lockers’ service quality, which were extracted based on the analysis of the scientific literature and previous research. This analysis was carried out by conducting a survey of Polish parcel locker users that provided data coded according to the dimensions of the Kano model. Based on the total satisfaction index, the results allowed us to conclude that a dedicated application (−0.96), proper placement of the parcel in the box (−0.82), adjusting the size of the parcel to the size of the box (−0.79), the location of parcel stations (−0.74), and ensuring improvements for the disabled (−0.62) are the most important features in the process of the automatic delivery of parcels to recipients in urban areas. This paper enriches the literature on the customer service quality of self-service technologies for last-mile delivery with the use of automated parcel lockers.

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Determinants of customer satisfaction with parcel locker services in last-mile logistics

Cited by 35 publications

References 40 publications

Public Transport-Based Crowd-Shipping with Backup Transfers

Public Transport-Based Crowd-Shipping with Backup Transfers

A Review of Literature on Vehicle Routing Problems of Last-Mile Delivery in Urban Areas

Perceived Importance and Quality Attributes of Automated Parcel Locker Services in Urban Areas

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