Factors Affecting Customer Satisfaction with The lastmile Delivery Service of The Food and Beverage Industry E-Commerce in Hanoi City
Journal of Contemporary Issues in Business and Government,
2021, Volume 27, Issue 5, Pages 83-100
10.47750/cibg.2021.27.05.008
Abstract
The purpose of this article is to analyze the factors affectingcustomer satisfaction with the use of last-mile delivery service in the food and
beverage industry in e-commerce in Hanoi.The authors examine the impact of
factors on customer satisfaction from 2015 to 2021 using the SERVQUAL
service quality model combined with the SERVPERF perceived level model,
and the American customer satisfaction index model - ACSI. The results
show a relatively significant impact of several factors such as reliability,
assurance, empathy and perceived value. In addition, income and gender
factors also affect customer satisfaction
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