Distribution Service by Household Characteristics through the Importance of a Performance Analysis of a Cold Chain Transportation Platform

Purpose: This study suggests logistics service improvements by analyzing the importance of, and satisfaction with, a domestic cold chain transportation platform. In addition, it differs from previous studies in that it is divided into single-person and multi-person households to understand the importance and satisfaction. Research design, data, and methodology: Data were collected on the importance of, and satisfaction with, service reliability, empathy, convenience, stability, and economic feasibility for service consumers who have used a cold chain transportation platform. Results: The cold chain transportation platform needs to provide additional services that can reduce the burden of transportation costs or increase satisfaction, and there is a need to improve the UI to make the delivery platform easier. In addition, in cold chain transportation services for single-person households, service quality improvement taking this into account is required. Conclusions: Through prior research, selection factors for a cold chain transportation platform were derived, and the implication is that service improvement is suggested through the IPA.