Impact of User Experience and Trust on Satisfaction and Their Effect on Loyalty in Last-Mile Delivery Services within Electronic Commerce in Metropolitan Lima, 2025
DOI:
https://doi.org/10.5281/zenodo.17824844Keywords:
User experience, delivery service trust, satisfaction, loyalty, last-mile delivery, electronic commerceAbstract
Last-mile delivery has emerged as a decisive factor shaping user satisfaction and the continued use of electronic commerce platforms. Following the pandemic, the surge in online purchasing accelerated the adoption of more flexible logistics solutions, such as pickup points and automated systems. However, user satisfaction still depends on elements such as timeliness, communication, and perceived safety during delivery—particularly in emerging digital markets such as Lima.
This study aims to determine how user experience and trust in delivery services influence user satisfaction, and how such satisfaction drives loyalty toward last-mile service providers within electronic commerce in Zones 6 and 7 of Metropolitan Lima. A quantitative approach with a correlational–causal scope guided the research, which relied on non-probabilistic convenience sampling applied to 387 participants. Data underwent analysis through partial least squares structural equation modeling (PLS-SEM).
The findings reveal that trust in the delivery service functions as the primary driver of user satisfaction. Regarding user experience, the pickup-contact dimension emerged as the most relevant positive predictor, whereas efficiency, parcel tracking, and visual appeal did not yield significant effects. Moreover, the results confirm that satisfaction constitutes an important antecedent of user loyalty, regardless of cultural context.
These insights underscore the need for companies to prioritize actions that strengthen trust and the human component of service delivery, while expanding the understanding of digital consumer behavior in an emerging and underrepresented market such as Peru.
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