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HASHIMOTO MASATAKA
Department Professional Graduate School , Graduate School of Global Business Position Professor |
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| Language | English |
| Publication Date | 2023/07 |
| Type | Academic Journal |
| Peer Review | Peer reviewed |
| Title | Significance of face-to-face service quality in last mile delivery for e-commerce platforms |
| Contribution Type | Co-authored (other than first author) |
| Journal | Transportation Research Interdisciplinary Perspectives |
| Journal Type | Another Country |
| Publisher | Science Direct by Elsevier |
| Volume, Issue, Page | 21(100885),pp.1-11 |
| Total page number | 11 |
| Authorship | Last author |
| Author and coauthor | Yuki Inoue, Masataka Hashimoto |
| Details | This study aims to clarify how the quality of face-to-face service in last mile delivery affects consumer use of e-commerce (EC) platforms. We implemented a questionnaire survey for Japanese EC users and obtained 1137 valid responses. Based on this dataset, we implemented the following statistical analysis procedures: (1) We employed clustering of the dataset based on the respondents’ sensitivity to pricing, product variety, delivery period, and face-to-face service quality at delivery within the context of a customer’s journey of EC platform use; consequently, five clusters were established. (2) For each cluster, we statistically calculated the influence of face-to-face service quality on EC platform use. (3) Additionally, we statistically analyzed which factors are considered as important in last mile delivery by the users belonging to the cluster requiring high quality of face-to-face service. |