September 12, 2025

The mediating role of customer satisfaction on the impact of last mile delivery quality on e-commerce customer loyalty in Vietnam

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This analysis demonstrates that last mile delivery quality enhances customer satisfaction, indicating its impact on e-commerce loyalty.

Last mile delivery quality significantly affects e-commerce customer loyalty through customer satisfaction.
The study identifies five quality dimensions including timeliness and reliability that influence customer satisfaction.
Using Partial Least Squares Structural Equation Modeling, the direct relationship between satisfaction and loyalty is highlighted.
These findings suggest improvements in last mile delivery can support e-commerce growth, particularly in Vietnam.

Hanh et al. (2025) studied this question.

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