The effect of customer satisfaction on parcel delivery operations using autonomous vehicles: An agent-based simulation study

Shbool, Mohammad A.; Al-Bazi, Ammar; Al-Hadeethi, Rami

doi:10.1016/j.heliyon.2022.e09409

Cited by 10 publications

(6 citation statements)

References 12 publications

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“…Furthermore, they discovered that age, educational level, and online shopping frequency affect the importance consumers give to each delivery service attribute. Other relevant articles dealing with delivery service are [15][16][17][18][19][20][21][22][23][24][25].…”

Section: Literature Reviewmentioning

confidence: 99%

Examining the Retail Delivery Choice Behavior in a Technology-Aware Market

Tapia,

Fariña,

Urbina

et al. 2024

JTAER

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This study aims to provide valuable insights into consumer preferences for delivery services in online shopping in Chile. The COVID-19 pandemic has accelerated the evolution of delivery and logistics services, leading to increased competition among online stores. Chile, with its highly digitally enabled population and a competitive landscape of online retailers, serves as an ideal reference case for Latin America. By analyzing key delivery attributes such as delivery time, order arrival time range, compensation policies for delivery delays, and delivery prices, we offer valuable insights into consumer behavior. These insights will, in turn, inform the formulation of effective strategies within the online shopping industry. We examine the following aspects: (a) The willingness of consumers to pay for the service attributes; (b) The relative importance assigned to these attributes by consumers; and (c) The relationship between consumer preferences and socioeconomic characteristics. Using Multinomial Logit Models and a database from a Discrete Choice Experiment, we have discovered that the most significant attributes of delivery service are the time until product arrival and the existence of compensation in case of delivery delays. Additionally, we found that consumers are willing to pay more for the same delivery service if the product is large, as large products generally have higher prices. Furthermore, we observed that delivery time preferences vary by gender and for small products, and price sensitivity varies according to educational level, household size, and socioeconomic status. To the best of our knowledge, no previous research of this kind has been conducted for Chile.

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Section: Literature Reviewmentioning

confidence: 99%

Examining the Retail Delivery Choice Behavior in a Technology-Aware Market

Tapia,

Fariña,

Urbina

et al. 2024

JTAER

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“…The next step was to measure customer satisfaction and take actions to streamline and improve internal processes. Then, the relationship with the client was strengthened with the aim of building a bond and identity with the recipient [49].…”

Section: Customer Satisfaction Assessmentmentioning

confidence: 99%

Quality of transport services and customer satisfaction measurement

Hajduk

Poliak

Gašparík

2022

The Archives of Automotive Engineering – Archiwum Motoryzacji

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The development and functioning of the global economy market is not possible without a net-work of transport connections - communication infrastructure, as well as a service provider - consumer relationship. Transport is a technological process of the distance of people, objects or energy. Knowledge of the logistics system and its processes is essential for fully functioning and effective logistic activities in the field of goods turnover. The functioning of enterprises operating on modern world markets without effective logistics is almost impossible, hence the constant search for tools to improve its processes, which provide added value for the customer, while maintaining the cost-quality ratio of the services provided. Building an appropriate relationship with the customer, taking care of customer service standards and professional customer service is a long-term and developmental process, which is nothing else than a mutual benefit transaction. Customer satisfaction should be constantly tested in terms of satisfaction and loyalty as well as the perception of the standards introduced and services offered. The customer satisfaction survey is used to illustrate the perception of the conditions that guide the customer. This article describes the methods of measuring customer satisfaction in the point of view quality of transport services.

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“…Other definitions stipulate that it is the provision of services consisting in the movement of persons and cargo as well as directly related auxiliary services [27,33,34]. According to [36], the concept of the word transport means the technological process of any distance transfer, that is, moving people, objects and energy. Transport is defined as a conscious movement of matter and energy [14].…”

Section: Introductionmentioning

confidence: 99%

Proposal of methodology for customers relationships establishing in terms of transport services

Hajduk,

Poliak

2023

The Archives of Automotive Engineering – Archiwum Motoryzacji

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Currently, the market is focused not only on the quality of services, but also on customer comfort, requiring service providers to constantly modernize their methods of operation. Due to the progressing digitization of various areas of business activity, it is necessary to implement current available technological aids in order to maintain competitiveness and build long-term relationships with the client. Delivering products to the point of consumption is a very important element in the supply chain, and transport companies act as both intermediaries and service providers. The article is a proposal of a methodological solution for companies dealing with transport services in the field of building long-term relationships with the client using modern technologies and methodologies. The results show the strategies and systems with which transport companies can strive to build a competitive offer in the supply chain. As a target solution, it was proposed to use solutions such as Customer Relationship Management (CRM) in the process of developing a methodology for building relationships with customers in the area of transport services. The development and functioning of the global economy market is not possible without a net-work of transport connections-communication infrastructure, as well as a service provider-consumer relationship.

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The effect of customer satisfaction on parcel delivery operations using autonomous vehicles: An agent-based simulation study

Cited by 10 publications

References 12 publications

Examining the Retail Delivery Choice Behavior in a Technology-Aware Market

Examining the Retail Delivery Choice Behavior in a Technology-Aware Market

Quality of transport services and customer satisfaction measurement

Proposal of methodology for customers relationships establishing in terms of transport services

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