Perceived Importance and Quality Attributes of Automated Parcel Locker Services in Urban Areas

IF 7 Q1 ENGINEERING, ELECTRICAL & ELECTRONIC

Smart Cities Pub Date : 2023-10-06 DOI:10.3390/smartcities6050120

Maria Cieśla

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引用次数: 0

Abstract

Recent global trends related to the increasing use of e-commerce are becoming a challenge for courier transport, especially in the last-mile process of delivering products to the final retail recipient. One delivery method is the personal collection of the parcel in an automated post box, available 24/7 for the customer. Our research method was based on a preliminary selection of the most important features of parcel lockers’ service quality, which were extracted based on the analysis of the scientific literature and previous research. This analysis was carried out by conducting a survey of Polish parcel locker users that provided data coded according to the dimensions of the Kano model. Based on the total satisfaction index, the results allowed us to conclude that a dedicated application (−0.96), proper placement of the parcel in the box (−0.82), adjusting the size of the parcel to the size of the box (−0.79), the location of parcel stations (−0.74), and ensuring improvements for the disabled (−0.62) are the most important features in the process of the automatic delivery of parcels to recipients in urban areas. This paper enriches the literature on the customer service quality of self-service technologies for last-mile delivery with the use of automated parcel lockers.

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城市地区自动包裹寄存服务的感知重要性和质量属性

最近的全球趋势与电子商务的日益普及有关，这对快递运输构成了挑战，特别是在将产品交付给最终零售收件人的最后一英里过程中。一种投递方法是在自动邮箱中亲自收集包裹，全天候为客户提供服务。我们的研究方法是基于对科学文献和前人研究的分析，对包裹储物柜服务质量最重要的特征进行初步选择。这项分析是通过对波兰包裹储物柜用户进行调查进行的，这些用户提供了根据卡诺模型维度编码的数据。根据总满意度指数，结果使我们得出结论，在城市地区自动投递包裹的过程中，最重要的特征是专门的应用程序(- 0.96)、包裹在盒子里的正确位置(- 0.82)、包裹大小调整到盒子的大小(- 0.79)、包裹站的位置(- 0.74)和确保残疾人的改善(- 0.62)。本文通过使用自动包裹储物柜，丰富了关于自助服务技术在最后一英里交付中的客户服务质量的文献。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Smart Cities Multiple-

CiteScore

11.20

自引率

6.20%

发文量

审稿时长

11 weeks

期刊介绍： Smart Cities (ISSN 2624-6511) provides an advanced forum for the dissemination of information on the science and technology of smart cities, publishing reviews, regular research papers (articles) and communications in all areas of research concerning smart cities. Our aim is to encourage scientists to publish their experimental and theoretical results in as much detail as possible, with no restriction on the maximum length of the papers published so that all experimental results can be reproduced.