Shopping Travel Behaviour Trade-Offs Between Physical Stores and Online Deliveries: Post-COVID Scenario in New Delhi, India

Pani, Agnivesh; Unnikrishnan, Avinash; Sinha, Shambhavi; Varghese, Varun

doi:10.1007/s40890-024-00203-3

Cited by 1 publication

(1 citation statement)

References 41 publications

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“…Incorporating recent studies from developing countries adds valuable perspectives on online shopping behaviours. For instance, the authors of [48] discussed the trade-offs between physical store visits and online deliveries in the post-COVID scenario in New Delhi, highlighting the different consumer preferences and behaviours in an emerging market context. Incorporating a focused discussion on emerging markets, the authors of [49] provided a comprehensive analysis of urban last-mile distribution strategies in these regions, highlighting the unique challenges faced by e-retailers and other participants in the e-commerce supply chain,…”

Section: Literature Reviewmentioning

confidence: 99%

The Role of Last-Mile Delivery Quality and Satisfaction in Online Retail Experience: An Empirical Analysis

Aljohani

2024

Sustainability

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The rise of the e-commerce industry has markedly changed the global economy, providing customers with unparalleled access to goods and services. This study empirically examines online shoppers’ perceptions and preferences, focusing on their experiences with last-mile delivery (LMD) services and its impact on their shopping behaviour. This research employs machine learning classification and regression models for a large-scale analysis of customers’ responses, collected using an online survey in the main cities in Saudi Arabia, which is experiencing rapid e-commerce growth amidst a broader digital transformation. The findings highlight a strong consumer preference for timely LMD services, typically within a day of purchase, while noting dissatisfaction with exceedingly early delivery windows. The research emphasises the need to address customer dissatisfaction with delivery services to retain clientele, as many may switch retailers without informing the retailers. Additionally, a considerable trend towards preferring digital over cash-on-delivery payment methods was observed among online shoppers. Overall, this study provides valuable insights into the significant influence of LMD services on customer satisfaction and behaviour in the e-commerce sector. The use of robust machine learning models has revealed critical factors that can guide retailers and LMD providers in enhancing service delivery and customer experience, contributing to the broader discourse on e-commerce logistics efficiency and customer satisfaction.

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Section: Literature Reviewmentioning

confidence: 99%

The Role of Last-Mile Delivery Quality and Satisfaction in Online Retail Experience: An Empirical Analysis

Aljohani

2024

Sustainability

View full text Add to dashboard Cite

show abstract

Shopping Travel Behaviour Trade-Offs Between Physical Stores and Online Deliveries: Post-COVID Scenario in New Delhi, India

Cited by 1 publication

References 41 publications

The Role of Last-Mile Delivery Quality and Satisfaction in Online Retail Experience: An Empirical Analysis

The Role of Last-Mile Delivery Quality and Satisfaction in Online Retail Experience: An Empirical Analysis

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