Digital customer service and customer relationship management in last-mile logistics

• Main Author: Koh, Rou-An
• Other Authors: -
• Format: Final Year Project
• Language: English
• Published: Nanyang Technological University 2022
• Subjects: Business::Management::Logistics; Engineering::Maritime studies
• Online Access: https://hdl.handle.net/10356/163411
• Institution: Nanyang Technological University

Purpose – This paper aims to identify the dimensions of service quality in last-mile logistics and examine their impact on customer satisfaction. Methodology/Approach – The indicators of service quality in last-mile logistics were identified by reviewing the literature. An online survey was then ad...