Journal of Contemporary Issues in Business and Government

Abstract

The purpose of this article is to analyze the factors affecting
customer 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