B2C e-commerce has put forward higher requirements on the ability of logistics distribution, in which the last-mile delivery quality plays a significant role. Recently, the introduction of intelligent terminals generates a new last-mile delivery mode. Centered with the service quality of this new mode, this paper firstly analyzes the features of the new last-mile delivery mode with intelligent terminals as the carrier, then identifies the dimensions of service quality in this context, and thirdly analyzes the relationships among features of the new last-mile delivery mode, service quality, trust in the service provider, and customer satisfaction toward the last-mile distribution service. A structrual equation model is run on the data collected through survey. It concludes that richness of interactive media and convenience of self-service can significantly improve the sevice quality of the last-mile delivery, and through the mediating role of trust, quality service promotes customer satisfaction indirectly.
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