@article{ART003383536},
author={Na-Eun Jung and Hyung-Seok Lee},
title={Factors Influencing Customer Loyalty in Last-Mile Delivery Services: The Roles of Service Recovery, Service Quality, Customer Sacrifice, Service Value, and Customer Satisfaction},
journal={Journal of The Korea Society of Computer and Information},
issn={1598-849X},
year={2026},
volume={31},
number={9},
pages={185-197}
TY - JOUR
AU - Na-Eun Jung
AU - Hyung-Seok Lee
TI - Factors Influencing Customer Loyalty in Last-Mile Delivery Services: The Roles of Service Recovery, Service Quality, Customer Sacrifice, Service Value, and Customer Satisfaction
JO - Journal of The Korea Society of Computer and Information
PY - 2026
VL - 31
IS - 9
PB - The Korean Society Of Computer And Information
SP - 185
EP - 197
SN - 1598-849X
AB - As the importance of last-mile delivery has increased with the rapid growth of e-commerce and contactless consumption, this study empirically examined the structural relationships among service recovery, service quality, customer sacrifice, service value, customer satisfaction, and customer loyalty in the context of last-mile delivery services. To examine these relationships, a survey of users of last-mile delivery services was conducted, and the proposed hypotheses were tested using PLS-SEM. The results indicate that service recovery indirectly enhances customer satisfaction through service quality, while customer sacrifice negatively influences perceived service value. In addition, service value positively affects both customer satisfaction and customer loyalty and further contributes to customer loyalty through customer satisfaction. These findings extend the understanding of customer evaluation and loyalty formation in last-mile delivery services and provide practical implications for developing effective customer retention strategies.
KW - Last-mile delivery service;Recovery;Sacrifice;Service quality;Service value
DO -
UR -
ER -
Na-Eun Jung and Hyung-Seok Lee. (2026). Factors Influencing Customer Loyalty in Last-Mile Delivery Services: The Roles of Service Recovery, Service Quality, Customer Sacrifice, Service Value, and Customer Satisfaction. Journal of The Korea Society of Computer and Information, 31(9), 185-197.
Na-Eun Jung and Hyung-Seok Lee. 2026, "Factors Influencing Customer Loyalty in Last-Mile Delivery Services: The Roles of Service Recovery, Service Quality, Customer Sacrifice, Service Value, and Customer Satisfaction", Journal of The Korea Society of Computer and Information, vol.31, no.9 pp.185-197.
Na-Eun Jung, Hyung-Seok Lee "Factors Influencing Customer Loyalty in Last-Mile Delivery Services: The Roles of Service Recovery, Service Quality, Customer Sacrifice, Service Value, and Customer Satisfaction" Journal of The Korea Society of Computer and Information 31.9 pp.185-197 (2026) : 185.
Na-Eun Jung, Hyung-Seok Lee. Factors Influencing Customer Loyalty in Last-Mile Delivery Services: The Roles of Service Recovery, Service Quality, Customer Sacrifice, Service Value, and Customer Satisfaction. 2026; 31(9), 185-197.
Na-Eun Jung and Hyung-Seok Lee. "Factors Influencing Customer Loyalty in Last-Mile Delivery Services: The Roles of Service Recovery, Service Quality, Customer Sacrifice, Service Value, and Customer Satisfaction" Journal of The Korea Society of Computer and Information 31, no.9 (2026) : 185-197.
Na-Eun Jung; Hyung-Seok Lee. Factors Influencing Customer Loyalty in Last-Mile Delivery Services: The Roles of Service Recovery, Service Quality, Customer Sacrifice, Service Value, and Customer Satisfaction. Journal of The Korea Society of Computer and Information, 31(9), 185-197.
Na-Eun Jung; Hyung-Seok Lee. Factors Influencing Customer Loyalty in Last-Mile Delivery Services: The Roles of Service Recovery, Service Quality, Customer Sacrifice, Service Value, and Customer Satisfaction. Journal of The Korea Society of Computer and Information. 2026; 31(9) 185-197.
Na-Eun Jung, Hyung-Seok Lee. Factors Influencing Customer Loyalty in Last-Mile Delivery Services: The Roles of Service Recovery, Service Quality, Customer Sacrifice, Service Value, and Customer Satisfaction. 2026; 31(9), 185-197.
Na-Eun Jung and Hyung-Seok Lee. "Factors Influencing Customer Loyalty in Last-Mile Delivery Services: The Roles of Service Recovery, Service Quality, Customer Sacrifice, Service Value, and Customer Satisfaction" Journal of The Korea Society of Computer and Information 31, no.9 (2026) : 185-197.
