Measuring E-Commerce User Experience in the Last-Mile Delivery
Abstract
:1. Introduction
2. Literature Review
2.1. E-Commerce and Last Mile Delivery
2.2. Trust in Service
2.3. User Experience and User Satisfaction
3. Materials and Methods
3.1. Sample and Procedure
3.2. Materials
3.2.1. Demographic Questions
3.2.2. Last-Mile Delivery (LMD) Items
3.2.3. Way of Delivery Frequency
3.2.4. Importance of Delivery Aspects
3.2.5. Preferred Way of Communication with the Courier
3.2.6. Most Important Aspects in Choosing an Online Vendor
3.2.7. Trust in Courier Services
3.3. Data Analysis
4. Results
4.1. Exploratory Factor Analysis
4.2. Confirmatory Factor Analysis
4.3. Item Analysis
4.4. Correlations of CDX-LMD Scales with Other Constructs
5. Discussion
6. Conclusions
Author Contributions
Funding
Data Availability Statement
Conflicts of Interest
Appendix A
- Initial 58 LMD questions
- I am disappointed with my experiences in the delivery of products.
- It is much easier for me to have the ordered goods delivered to me compared to going to the store.
- When the goods are delivered to me, I don’t have to think much about it.
- I am worried that there will be some error during the package delivery process.
- I am frustrated with the delivery pickup process.
- I perceive the delivery of goods as unreliable compared to shopping in a store.
- I don’t care where exactly my package is as long as I know it is approaching me.
- I perceive order delivery as an interesting alternative to ordinary shopping.
- I see the delivery of ordered goods as a useful alternative to classic shopping in a store.
- I like to track the delivery of what I ordered.
- I would like to know where my package is at the moment.
- I check the status of the shipment as it travels towards me.
- I look forward to the delivery of something I ordered.
- I am eagerly awaiting the delivery of the ordered items.
- I am concerned about whether I was sent exactly what I have ordered.
- I am worried about whether my package will be delivered on time.
- I am skeptical about the success of the delivery of the ordered goods.
- The experience of delivering the ordered products is fun for me.
- I am happy when I need to collect the shipment I ordered.
- I find fun in waiting for the goods to be delivered.
- I get angry when there are problems with the delivery of what I ordered.
- I get nervous when I don’t know when the goods will be delivered.
- Ordering goods and consequent delivery are exciting for me.
- It takes less effort to have the goods delivered to me versus going to the store.
- I am loyal to companies that have a well-managed delivery process.
- I will easily give up on those who are unreliable in delivering their products.
- I am saddened when the delivery of the order did not go as I expected.
- When I’m disappointed in the delivery of something, I don’t buy from that place anymore.
- I worry when it is not clear how the goods will be delivered to me.
- I am happy to order goods from vendors with whom I have no problems with former deliveries.
- I will pay a higher price if it means better or safer delivery.
- I easily adapt to conditions related to the delivery process.
- It is important to me that the packages delivered to me are beautiful.
- I’m annoyed with waiting for the goods to be delivered.
- Unsightly package of products turns me away from the next purchase from the same vendor.
- I like when packages delivered to me are tightly packed.
- The appearance of the delivery vehicle is an important aspect of shopping experience for me.
- I understand what I need to do when picking up a delivery.
- I will change vendors if they poorly handle their deliveries.
- I get confused when picking up packages.
- The appearance of the package delivery person is an important item to me in the delivery experience.
- The visual impression during the delivery of the goods is important to me.
- I have had unpleasant experiences with delivery people.
- I will often buy from those with whom my goods are delivered seamlessly.
- Contact with package delivery people is a pleasant experience for me.
- The package pick-up process can be complicated.
- The delivery of the ordered goods is easy for me.
- I don’t care who delivers my package.
- I am happier when I collect the package without direct contact with the delivery person.
- During delivery pick up, I check whether the package is damaged.
- I find the procedure for delivery of goods to be complicated.
- I find the package pick up process tedious.
- When someone delivers goods to me, it’s a simple process.
- I like to be in contact with the delivery people.
- I am frustrated by the fact that I need to see and hear with the delivery person during the package pick up.
- I would avoid contact with the delivery person whenever possible.
- I’m glad when another member of the household picks up the package instead of me.
- The behaviors and manners of the delivery people are important to me when picking up the goods.
Appendix B
- Trust in courier service
- When I shop online, I trust courier companies and their services.
- I trust the technical solutions of courier companies when I shop online.
- I am confident in the reliability of courier companies when I shop online.
- I am confident that I can trust the services of courier companies.
- Courier companies take into account what is most important to me.
- In the future, I will use courier companies more often.
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Characteristic | Level | Frequency | % |
---|---|---|---|
Employment status | A person permanently employed by an employer | 428 | 47.19 |
Unemployed student | 175 | 19.29 | |
Self-employed | 95 | 10.47 | |
Occasional employment or fixed-term work | 81 | 8.93 | |
Unemployed | 64 | 7.06 | |
Employed student | 46 | 5.07 | |
Pensioner, on disability or old-age pension | 11 | 1.21 | |
Other | 7 | 0.77 | |
Education | High school | 397 | 43.77 |
University or college | 343 | 37.82 | |
Master | 118 | 13.01 | |
PhD | 34 | 3.75 | |
Student | 11 | 1.21 | |
Primary school | 4 | 0.44 | |
Monthly income | Between 100,000 and 200,000 RSD | 267 | 29.44 |
I don’t want to say | 229 | 25.25 | |
Between 50,000 and 100,000 RSD | 207 | 22.82 | |
More than 200,000 RSD | 126 | 13.89 | |
Up to 50,000 RSD | 78 | 8.60 | |
Place of living | Town/township | 685 | 75.52 |
Village | 121 | 13.34 | |
Suburb | 101 | 11.14 |
Item | Content | Factor | h2 | |||||
---|---|---|---|---|---|---|---|---|
1 | 2 | 3 | 4 | 5 | 6 | |||
30 | I am happy to order goods from vendors with whom I have no problems with former deliveries. | 0.75 | 0.64 | |||||
44 | I will often buy from those with whom my goods are delivered seamlessly. | 0.70 | 0.57 | |||||
26 | I will easily give up on those who are unreliable in delivering their products. | 0.67 | 0.49 | |||||
39 | I will change vendors if they poorly handle their deliveries. | 0.64 | 0.48 | |||||
28 | When I’m disappointed in the delivery of something, I don’t buy from that place anymore. | 0.61 | 0.46 | |||||
25 | I am loyal to companies that have a well-managed delivery process. | 0.59 | 0.48 | |||||
36 | I like when packages delivered to me are tightly packed. | 0.58 | 0.43 | |||||
50 | During delivery pick up, I check whether the package is damaged. | 0.53 | 0.35 | |||||
11 | I would like to know where my package is at the moment. | 0.90 | 0.89 | |||||
10 | I like to track the delivery of what I ordered. | 0.87 | 0.87 | |||||
12 | I check the status of the shipment as it travels towards me. | 0.85 | 0.80 | |||||
47 | The delivery of the ordered goods is easy for me. | 0.82 | 0.73 | |||||
53 | When someone delivers goods to me, it’s a simple process. | 0.64 | 0.47 | |||||
45 | Contact with package delivery people is a pleasant experience for me. | 0.64 | 0.46 | |||||
48 | I don’t care who delivers my package. | 0.63 | 0.44 | |||||
41 | The appearance of the package delivery person is an important item to me in the delivery experience. | 0.90 | 0.82 | |||||
42 | The visual impression during the delivery of the goods is important to me. | 0.81 | 0.71 | |||||
37 | The appearance of the delivery vehicle is an important aspect of shopping experience for me. | 0.64 | 0.46 | |||||
13 | I look forward to the delivery of something I ordered. | 0.82 | 0.84 | |||||
14 | I am eagerly awaiting the delivery of the ordered items. | 0.81 | 0.83 | |||||
19 | I am happy when I need to collect the shipment I ordered. | 0.36 | 0.62 | 0.59 | ||||
9 | I see the delivery of ordered goods as a useful alternative to classic shopping in a store. | 0.76 | 0.66 | |||||
8 | I perceive order delivery as an interesting alternative to ordinary shopping. | 0.66 | 0.52 | |||||
24 | It takes less effort to have the goods delivered to me versus going to the store. | 0.42 | 0.36 |
Scale | M | SD | α | CR | AVE | MIC | t | p |
---|---|---|---|---|---|---|---|---|
Delivery efficiency | 4.01 | 0.81 | 0.87 | 0.86 | 0.45 | 0.46 | −1.36 | 0.174 |
Parcel tracking | 3.23 | 1.34 | 0.95 | 0.95 | 0.86 | 0.85 | −0.68 | 0.496 |
Smooth delivery | 3.54 | 0.91 | 0.78 | 0.79 | 0.48 | 0.49 | −0.94 | 0.347 |
Visual appeal | 2.24 | 1.15 | 0.85 | 0.87 | 0.70 | 0.66 | 1.01 | 0.311 |
Joyful anticipation | 3.96 | 1.04 | 0.89 | 0.89 | 0.72 | 0.73 | −4.96 | <0.001 |
Convenience | 3.40 | 0.94 | 0.73 | 0.76 | 0.50 | 0.47 | −0.56 | 0.574 |
Scale | Item | M | SD | SMC | Corr. Item-Total | α If Item Deleted |
---|---|---|---|---|---|---|
Delivery efficiency | 30 | 4.265 | 0.994 | 0.572 | 0.734 | 0.840 |
44 | 4.121 | 1.095 | 0.523 | 0.702 | 0.841 | |
26 | 4.076 | 1.157 | 0.394 | 0.600 | 0.853 | |
39 | 3.884 | 1.136 | 0.372 | 0.600 | 0.852 | |
28 | 3.986 | 1.159 | 0.405 | 0.607 | 0.852 | |
25 | 3.896 | 1.175 | 0.395 | 0.607 | 0.852 | |
36 | 4.039 | 1.077 | 0.401 | 0.601 | 0.852 | |
50 | 3.828 | 1.258 | 0.294 | 0.528 | 0.862 | |
Parcel tracking | 11 | 3.262 | 1.404 | 0.820 | 0.905 | 0.907 |
10 | 3.264 | 1.401 | 0.788 | 0.884 | 0.924 | |
12 | 3.180 | 1.434 | 0.765 | 0.873 | 0.932 | |
Smooth delivery | 47 | 3.642 | 1.078 | 0.527 | 0.724 | 0.671 |
53 | 3.588 | 1.175 | 0.373 | 0.579 | 0.739 | |
45 | 3.377 | 1.129 | 0.361 | 0.574 | 0.742 | |
48 | 3.538 | 1.290 | 0.293 | 0.514 | 0.778 | |
Visual appeal | 41 | 2.094 | 1.313 | 0.648 | 0.789 | 0.728 |
42 | 2.367 | 1.329 | 0.615 | 0.751 | 0.765 | |
37 | 2.269 | 1.279 | 0.406 | 0.633 | 0.874 | |
Joyful anticipation | 13 | 4.087 | 1.102 | 0.679 | 0.805 | 0.821 |
14 | 3.914 | 1.153 | 0.696 | 0.820 | 0.805 | |
19 | 3.873 | 1.181 | 0.521 | 0.721 | 0.894 | |
Convenience | 9 | 3.546 | 1.143 | 0.413 | 0.637 | 0.530 |
8 | 3.075 | 1.213 | 0.346 | 0.548 | 0.638 | |
24 | 3.569 | 1.160 | 0.232 | 0.465 | 0.733 |
Variable | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 |
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Delivery efficiency | 1 | |||||||||||||||
Parcel tracking | 0.37 | 1 | ||||||||||||||
Smooth delivery | 0.36 | 0.06 | 1 | |||||||||||||
Visual appeal | 0.15 | 0.27 | −0.02 | 1 | ||||||||||||
Joyful anticipation | 0.55 | 0.40 | 0.33 | 0.17 | 1 | |||||||||||
Convenience | 0.43 | 0.28 | 0.37 | 0.17 | 0.46 | 1 | ||||||||||
Trust in courier | 0.09 | −0.01 | 0.44 | 0.02 | 0.15 | 0.23 | 1 | |||||||||
DT—home | 0.18 | 0.03 | 0.17 | −0.12 | 0.17 | 0.12 | 0.15 | 1 | ||||||||
DT—shop | 0.01 | 0.08 | 0.01 | −0.02 | −0.03 | 0.03 | 0.06 | −0.14 | 1 | |||||||
DT—parcel machine | 0.07 | 0.08 | −0.18 | 0.16 | −0.01 | 0.03 | −0.09 | −0.20 | 0.18 | 1 | ||||||
DA—price | 0.25 | 0.09 | 0.21 | −0.07 | 0.21 | 0.19 | 0.25 | 0.30 | 0.05 | −0.16 | 1 | |||||
DA—speed | 0.34 | 0.20 | 0.17 | 0.04 | 0.30 | 0.28 | 0.18 | 0.28 | 0.00 | 0.02 | 0.43 | 1 | ||||
DA—tracking | 0.25 | 0.52 | 0.09 | 0.14 | 0.23 | 0.20 | 0.11 | 0.14 | 0.04 | 0.05 | 0.28 | 0.44 | 1 | |||
DA—address change | 0.14 | 0.25 | 0.05 | 0.12 | 0.15 | 0.11 | 0.11 | 0.03 | 0.06 | 0.12 | 0.22 | 0.33 | 0.49 | 1 | ||
DA—call | 0.29 | 0.20 | 0.11 | 0.07 | 0.29 | 0.15 | 0.15 | 0.22 | 0.03 | 0.03 | 0.32 | 0.42 | 0.42 | 0.43 | 1 | |
OSA—way of delivery | 0.31 | 0.19 | 0.05 | 0.09 | 0.25 | 0.21 | 0.16 | 0.18 | 0.00 | 0.06 | 0.37 | 0.43 | 0.34 | 0.30 | 0.34 | 1 |
OSA—courier | 0.21 | 0.23 | −0.08 | 0.25 | 0.10 | 0.05 | 0.08 | 0.07 | −0.01 | 0.12 | 0.14 | 0.27 | 0.32 | 0.31 | 0.23 | 0.40 |
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Vrhovac, V.; Vasić, S.; Milisavljević, S.; Dudić, B.; Štarchoň, P.; Žižakov, M. Measuring E-Commerce User Experience in the Last-Mile Delivery. Mathematics 2023, 11, 1482. https://doi.org/10.3390/math11061482
Vrhovac V, Vasić S, Milisavljević S, Dudić B, Štarchoň P, Žižakov M. Measuring E-Commerce User Experience in the Last-Mile Delivery. Mathematics. 2023; 11(6):1482. https://doi.org/10.3390/math11061482
Chicago/Turabian StyleVrhovac, Vijoleta, Stana Vasić, Stevan Milisavljević, Branislav Dudić, Peter Štarchoň, and Marina Žižakov. 2023. "Measuring E-Commerce User Experience in the Last-Mile Delivery" Mathematics 11, no. 6: 1482. https://doi.org/10.3390/math11061482
APA StyleVrhovac, V., Vasić, S., Milisavljević, S., Dudić, B., Štarchoň, P., & Žižakov, M. (2023). Measuring E-Commerce User Experience in the Last-Mile Delivery. Mathematics, 11(6), 1482. https://doi.org/10.3390/math11061482