Identifying customer requirements for app-based parcel delivery in urban areas using conjoint analysis

Abstract

Parcel service providers should benefit from the greater volume of parcels due to the online retail boom, but their delivery concepts are on the verge of overload. As a result, consumer complaints are on the rise, especially as last-mile delivery services in urban areas are increasingly failing to meet customer demands. In this paper, conjoint analysis is used to identify the preferences of customers regarding parcel delivery. As a result, the most important characteristics are the price and the delivery location, but also an environmentally friendly delivery and fair working conditions of the delivery staff are important. In order to survive on the market in the future, courier, express and parcel service providers must adapt their delivery concepts to these customer requirements. For this purpose, target customer groups were identified by means of cluster analysis, associated delivery products were developed, and requirements for an app for customer communication during parcel delivery were derived.