Exploring the relationship between logistics service quality in last-mile delivery and student satisfaction: a study at The University of Danang - University of Economics

Tóm tắt

In recent years, Vietnam’s e-commerce has achieved strong growth, averaging over 18% per year during the 2018–2023 period and projected to reach US$52 billion by 2025. In this context, last-mile delivery is considered a decisive factor in the overall customer experience. This study aims to develop an integrated model to assess the impact of logistics service quality on student satisfaction with last-mile delivery services, based on a case study at The University of Danang - University of Economics. Through the integration of approaches from SERVQUAL and ACSI, the study proposes a research model suitable for the local context, emphasizing core components including delivery time, accuracy, responsiveness, and information quality. The study’s findings not only contribute to the theoretical foundation of logistics in emerging markets but also provide practical implications for businesses in meeting the increasingly high expectations of the young generation of customers.