Understanding the Consumer Satisfaction of the “Last-Mile” Delivery of E-Business Services

With the rapid development of e-business and modern logistics, people put more and more attention on the service of the express delivery industry. The "last mile" delivery is regarded as the most important link between logistics companies and customers, which deeply affects consumers' satisfaction on the companies' services. Concerning the non-linear relationship between production supply and consumer meet, Kano model is widely adopted to evaluate the satisfaction from consumers in the e-business services. This research aims to figure out the factors that influence the consumer satisfaction on the service of the "last mile" by using Kano model. According to the result analysis, some suggestions are raised up to meet customers' needs to enhance the quality of service of the "last mile" delivery of e-business service.