Evaluation of the customer requirements for last mile delivery in Brazil

Abstract

Goal: This paper aims to understand the value of possibility of scheduling, cost of scheduling, app technology and reschedules features that embody the last mile logistics system. Methodology: The method utilized a stated preference technique in a sample of 83 potential consumers in Florianopolis/Brazil. Results: The results show that consumers are interested and willing to pay for services and amenities such as scheduling at the time of purchase and associated technology. This finding corroborates the pricing process for online product delivery and confirms the trend toward customer-customized systems. Limitations of the investigation: This research is limited in the scope of methodology. Practical implications: The presented result can be used by companies to be able to use the right attributes in the last mile process. Originality: The Last Mile is the logistics stage that delivers most value to the end customer. Therefore, there is present in the literature the difficulty of interpreting what the customer most expects in terms of service at this logistical stage. Then, understanding which features are important to the customer is a good way to implement improvements in the last mile logistics.