Bibliographic Details
| Title: |
Punctuality and customer satisfaction in attended home delivery: the moderation effects of price-promotional, emotional and pandemic events. |
| Authors: |
Duarte, André Luís de Castro Moura1 (AUTHOR) andre.duarte@insper.edu.br, Teixeira, Rafael2 (AUTHOR) teixeirar@cofc.edu, Araujo, Fausto Vinicius Martin1 (AUTHOR) faustovma@gmail.com, Picanco Rodrigues, Vinicius1,3 (AUTHOR) vinicius.picanco@insper.edu.br |
| Source: |
Benchmarking: An International Journal. 2026, Vol. 33 Issue 1, p217-236. 20p. |
| Subject Terms: |
*Customer satisfaction, *Delivery of goods, *Internet sales, *Sales promotion, *Direct home delivery, Punctuality |
| Geographic Terms: |
Brazil |
| Abstract: |
Purpose: Punctuality has become a critical customer satisfaction feature in attended home deliveries (AHDs). Since much of a customer's satisfaction is built upon expectations, the purchase context plays a key role, particularly in the face of recurrent or sporadic events. This study has two purposes. First, we investigate the effect of punctuality on customer satisfaction for online purchases with AHDs. We divided punctuality into three dimensions: objective punctuality, perceived punctuality and perceived latency. Second, we explore the moderating effects of the contextual purchasing constructs on the relationship between punctuality and customer satisfaction: price-promotional, emotional and pandemic events. Design/methodology/approach: Secondary data were collected from a large multinational appliance manufacturer in Brazil. The dataset contains 233,839 sales and customer satisfaction responses for online purchases requiring AHD. To analyze the data, we used multiple linear regression models with interactions. Findings: The results showed that all three punctuality dimensions directly affect customer satisfaction. The findings also revealed that all three events moderate the relationship between punctuality and customer satisfaction. Price promotional and pandemic events moderately affect perceived punctuality and lateness, while emotional events moderately affect them. Originality/value: This study provides a deeper understanding of punctuality for AHDs, breaking punctuality into two perceptual and one objective dimension and assessing their effects on customer satisfaction. In addition, this study introduces three contextual moderating constructs that affect the relationship between punctuality and customer satisfaction. These findings contribute to the last-mile delivery strategy because retailers can manage their resources to match punctual delivery needs. [ABSTRACT FROM AUTHOR] |
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| Database: |
Business Source Index |