ハシモト　マサタカ   HASHIMOTO MASATAKA   橋本　雅隆    所属   明治大学専門職大学院  明治大学グローバル・ビジネス研究科    職種   専任教授
言語種別	英語
発行・発表の年月	2023/07
形態種別	学術雑誌
査読	査読あり
標題	Significance of face-to-face service quality in last mile delivery for e-commerce platforms
執筆形態	共著(筆頭者以外)
掲載誌名	Transportation Research Interdisciplinary Perspectives
掲載区分	国外
出版社・発行元	Science Direct by Elsevier
巻・号・頁	21(100885),pp.1-11
総ページ数	11
担当区分	最終著者
著者・共著者	Yuki Inoue, Masataka Hashimoto
概要	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.