Abstract
According to the report Urban Logistics Opportunities-Last-Mile Innovation, prepared by Frost & Sullivan, expenditure on logistics in the world is expected to reach USD 10.6 trillion in 2020. 70% of these expenses will be generated by transport and as much as 40% by last mile deliveries. In addition, there are many social costs associated with urban supplies−traffic jams, noise, pollution, etc. As a result, more and more logistics service companies and e-tailers are making changes to eliminate the effects of problems arising from deliveries to individual customers. These include both relatively easy organizational improvements and more complex solutions that require investment. One of them is out-of-home delivery. The subject of out-of-home delivery in e-commerce is a relatively new research area. There are very few studies conducted on last mile so far have focused on alternative delivery methods, especially its impact on satisfaction and loyalty of e-customers. That is why the goals of this chapter are to identify the components of out-of-home delivery, and to present their influence on satisfaction and loyalty in e-commerce. The studies are empirical and are based on primary data. CATI (computer-assisted telephone interview) was selected as a technique of information collection, which had been preceded by FGIs (focus group interviews).
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This paper has been written with financial support of the National Centre of Science [Narodowe Centrum Nauki]—grant number DEC-2015/19/B/HS4/02287.
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Kawa, A. (2020). Out-of-Home Delivery as a Solution of the Last Mile Problem in E-commerce. In: Golinska-Dawson, P., Tsai, KM., Kosacka-Olejnik, M. (eds) Smart and Sustainable Supply Chain and Logistics – Trends, Challenges, Methods and Best Practices. EcoProduction. Springer, Cham. https://doi.org/10.1007/978-3-030-61947-3_2
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