Last-Mile Delivery Optimization and Consumer Perception: A Marketing and Logistics Integration Perspective

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dc.contributor.authorOcak, Altug
dc.date.accessioned2026-01-31T15:08:53Z
dc.date.available2026-01-31T15:08:53Z
dc.date.issued2025
dc.departmentİstanbul Beykent Üniversitesi
dc.description.abstractPurpose: This research seeks to investigate the impact of last-mile delivery efficiency (LDE) on consumer perceptions of service quality (PSQ) and specifically the dual role of consumer time sensitivity (CTS) as a mediator and moderator of this impact. As the strategic significance and complexity of last-mile delivery in e-commerce have grown, this research combines marketing and logistics viewpoints. Research design, data and methodology: There was a quantitative online survey of 310 Turkish e-commerce consumers through a purposive sampling technique. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to examine the structural relationships among constructs. The measurement items were adapted from existing scales and were examined for reliability and validity. Results: The findings reveal that LDE positively affects CTS and PSQ. Furthermore, the effect of LDE on PSQ is mediated by CTS. CTS negatively moderates the effect, indicating that time-sensitive customers can be ever more demanding, diluting the positive impact of delivery efficiency. Conclusions: The results offer managerial and theoretical contributions. Theoretically, the research develops Service-Dominant Logic and Expectancy-Disconfirmation Theory applications within logistics settings. Managerially, it emphasizes the need to manage time-based consumer expectations by real-time delivery communication and personalized options.
dc.identifier.doi10.15722/jds.23.06.202506.13
dc.identifier.endpage22
dc.identifier.issn1738-3110
dc.identifier.issn2093-7717
dc.identifier.issue6
dc.identifier.scopus2-s2.0-105018968140
dc.identifier.scopusqualityQ3
dc.identifier.startpage13
dc.identifier.urihttps://doi.org./10.15722/jds.23.06.202506.13
dc.identifier.urihttps://hdl.handle.net/20.500.12662/10780
dc.identifier.volume23
dc.identifier.wosWOS:001530409100002
dc.identifier.wosqualityQ4
dc.indekslendigikaynakWeb of Science
dc.indekslendigikaynakScopus
dc.language.isoen
dc.publisherKodisa Foundation
dc.relation.ispartofJournal of Distribution Science
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/closedAccess
dc.snmzKA_WoS_20260128
dc.subjectLast-Mile Delivery
dc.subjectService Quality
dc.subjectConsumer Time Sensitivity
dc.subjectLogistics Marketing
dc.subjectDistribution Science
dc.titleLast-Mile Delivery Optimization and Consumer Perception: A Marketing and Logistics Integration Perspective
dc.typeArticle

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