라스트 마일 딜리버리 서비스의 고객만족 요인에 대한 연구

초록

Research Purpose: This study is based on previous research, and aims to empirically analyze the relationship between last-mile delivery service factors and customer satisfaction in order to understand how last-mile delivery service factors influence customer satisfaction. Through this analysis, it seeks to derive strategic implications Research Methods: In the research model, the variables used for hypothesis testing were composed of a Likert 5-point scale questionnaire. To verify the research hypothesis, a structural equation modeling approach was used to perform the empirical analysis. Results in Research: This study set the rapid accuracy, return convenience, and delivery and return costs as the main variables. Statistical verification revealed that all variables had a significant impact. Specifically, rapid accuracy showed the highest satisfaction rate at 54%, followed by the convenience of returns at 26.3%, and delivery and return costs at 20.5%. Research Conclusion: This study provides strategic insights for the success of last-mile delivery, revealing that key factors such as rapid accuracy, return convenience, and delivery and return costs have a close association with customer satisfaction. Suggestions in Research: This study is expected to make a significant contribution to the strategic decision-making and efficient management of the last-mile delivery industry, and it can be utilized as a valuable reference for future research and practice in this field.

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