Last-Mile Delivery Service Quality and Customer Loyalty in Online Shopping
International Journal of Electronic Commerce Studies, cilt.17, sa.3, ss.91-118, 2026 (Scopus)
- Yayın Türü: Makale / Tam Makale
- Cilt numarası: 17 Sayı: 3
- Basım Tarihi: 2026
- Doi Numarası: 10.7903/ijecs.2625
- Dergi Adı: International Journal of Electronic Commerce Studies
- Derginin Tarandığı İndeksler: Scopus
- Sayfa Sayıları: ss.91-118
- Açık Arşiv Koleksiyonu: AVESİS Açık Erişim Koleksiyonu
- İstanbul Üniversitesi Adresli: Evet
Özet
As online shopping becomes increasingly widespread, the effectiveness of last-mile delivery has become crucial for e-retailers seeking a competitive advantage. This study investigates how last-mile delivery service quality affects perceived value, customer satisfaction, and loyalty in online shopping. The study utilized a quantitative research design. The research sample includes shoppers who have made online purchases at least once in the last six months. Data gathered through an online questionnaire were analyzed using structural equation modeling. Results show that timeliness, information quality, and order accuracy, which are specific last-mile delivery service quality dimensions, positively affect perceived value, while timeliness, return delivery quality, and information quality positively affect customer satisfaction. Perceived value also contributes positively to customer satisfaction. Finally, customer satisfaction positively affects customer loyalty, while specific delivery dimensions (timeliness, return delivery quality, and information quality) indirectly enhance loyalty through the mediating roles of perceived value and satisfaction. This study extends existing literature by decomposing last-mile delivery into specific service quality dimensions and evaluating their subsequent effects, thereby providing detailed and practical implications for e-retailers.