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The effect of customer satisfaction on parcel delivery operations using autonomous vehicles: An agent-based
Mohammad A Shbool1, Ammar Al-Bazi2, Rami Al-Hadeethi1
1Industrial Engineering Department, The University of Jordan, Amman, 11942, Jordan.
Heliyon
|May 23, 2022
Summary
Positive word-of-mouth (WoM) significantly boosts customer acquisition in Third-Party Logistics (3PL). Optimizing WoM, vehicle numbers, and speed enhances customer satisfaction and service efficiency.
Area of Science:
- Operations Research
- Supply Chain Management
- Computational Social Science
Background:
- Customer satisfaction in Third-Party Logistics (3PL) is heavily influenced by delivery times.
- Positive Word of Mouth (WoM) is crucial for attracting new customers to 3PL services.
Purpose of the Study:
- To investigate the impact of Word of Mouth (WoM) on customer numbers in 3PL companies.
- To model the interplay between social factors (WoM) and operational factors (vehicle number, speed) on customer acquisition and service metrics.
Main Methods:
- Development of an agent-based model for parcel delivery simulating Vehicle, Customer, and Hub agents.
- Utilizing state charts to represent agent interactions and the WoM concept.
- Conducting a sensitivity analysis using a case study of 3PL in Jordan.
Main Results:
- The optimal scenario identified involves a WoM value of 10, 30 vehicles, and a speed of 60 km/h.
- This optimal configuration leads to 873 customers, 63% vehicle utilization, and 99% customer satisfaction.
- Sensitivity analysis explored the impact of targeting non-customers through loyal/unhappy customers.
Conclusions:
- Word of Mouth (WoM) is a powerful driver for customer growth in the 3PL sector.
- Balancing operational efficiency (vehicle number, speed) with positive WoM is key to maximizing customer satisfaction and company growth.
- The agent-based model provides a valuable tool for simulating and optimizing 3PL service delivery.
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