Service Quality, Customer Satisfaction, Customer Trust, and Loyalty in Crowdsourced Delivery Logistics

บทคัดย่อ

With advancements in technology, crowdsourced delivery models have increasingly become mainstream, showcasing numerous advantages compared to traditional delivery methods. However, a comprehensive literature review reveals a notable gap in research on service quality within crowdsourced delivery logistics.

This study constructs a research model to delve into the complex relationships between service quality, customer satisfaction, customer trust, and loyalty. The results indicate that personal contact quality, timeliness, order handling, order status, and operational information sharing all have a significant positive impact on customer satisfaction and trust, with timeliness and personal contact quality having the most pronounced effects. However, the influence of customer satisfaction on customer trust is not significant, suggesting that customer trust in crowdsourced delivery may be affected by other factors. Both customer trust and satisfaction significantly impact customer loyalty, with customer trust having a particularly prominent effect. Based on these findings, this study recommends that crowdsourced delivery service providers should enhance the timeliness and personalization of their services to improve customer satisfaction and trust. Additionally, considering the non-significant impact of customer satisfaction on trust, service providers should focus on other factors that influence customer trust, such as information security and service consistency, to strengthen long-term customer loyalty.