{
  "abstract": "Despite substantial improvements in speed and coverage, customer satisfaction with last-mile delivery remains inconsistent, particularly in complex urban environments where rising consumer expectations, traffic congestion, and operational pressures create persistent challenges. This study investigates the influence of customer value co-creation behaviors, customer participation behaviors (CPB), and customer citizenship behaviors (CCB), on customer satisfaction (CS), examining the mediating role of delivery service quality (DSQ) dimensions and the moderating role of digital accessibility (DA). Data were collected from 426 urban consumers in China, exceeding the minimum sample required by Cochran’s formula. Structural equation modeling (SEM) was used to test direct, mediating, and moderating effects. Findings reveal that CPB directly enhances satisfaction, whereas CCB primarily affects satisfaction indirectly through operational, customization, and personal contact quality. Digital accessibility strengthens the effects of CPB and CCB on DSQ but has a limited direct influence on satisfaction. The study’s novelty lies in simultaneously examining participation and citizenship behaviors, multi-dimensional service quality, and digital accessibility in the context of urban last-mile delivery, a combination not previously explored. Practically, the findings provide actionable guidance for logistics firms to integrate customer engagement strategies with accessible digital platforms to optimize service quality and enhance satisfaction.",
  "abstract_shown": true,
  "affiliations": [
    "School of Tourism and E-Commerce, Baise University, Guangxi Zhuang Autonomous Region, China",
    "College of Professional and Graduate Studies, De La Salle University-Dasmariñas, Dasmariñas City, Philippines",
    "School of Finance and Economics, Henan Polytechnic University, Jiaozuo, China"
  ],
  "article_type": "Research Article",
  "arxiv": null,
  "author_total": 4,
  "authors": [
    {
      "affs": [
        0
      ],
      "name": "Wanyang Zhou"
    },
    {
      "affs": [
        1
      ],
      "name": "Leo D. Manansala"
    },
    {
      "affs": [
        2
      ],
      "name": "Alice Valerio"
    },
    {
      "name": "Xiaoting Sun"
    }
  ],
  "bibtex": "https://research.draconitic.com/paper/4bcaa1qvx8hwt.bib",
  "cited_by": 0,
  "doi": "10.1371/journal.pone.0359308",
  "fulltext_url": null,
  "id": "4bcaa1qvx8hwt",
  "issns": [
    "1932-6203"
  ],
  "landing_url": "https://doi.org/10.1371/journal.pone.0359308",
  "language": null,
  "licence": "CC-BY-4.0",
  "licence_label": "CC BY 4.0",
  "licence_source": "journal",
  "licence_url": "https://creativecommons.org/licenses/by/4.0/",
  "metadata_licence": null,
  "native_subjects": [
    [
      "openalex",
      "2215|Urban and Freight Transport Logistics"
    ],
    [
      "plos",
      "/Biology and life sciences/Psychology/Behavior"
    ],
    [
      "plos",
      "/Biology and life sciences/Psychology/Collective human behavior"
    ],
    [
      "plos",
      "/Biology and life sciences/Psychology/Emotions"
    ],
    [
      "plos",
      "/Ecology and environmental sciences/Terrestrial environments/Urban environments"
    ],
    [
      "plos",
      "/Medicine and health sciences/Surgical and invasive medical procedures/Cardiovascular procedures/Cardiopulmonary bypass"
    ],
    [
      "plos",
      "/Research and analysis methods/Research design/Survey research/Questionnaires"
    ],
    [
      "plos",
      "/Research and analysis methods/Research design/Survey research/Surveys"
    ],
    [
      "plos",
      "/Social sciences/Psychology/Behavior"
    ],
    [
      "plos",
      "/Social sciences/Psychology/Collective human behavior"
    ],
    [
      "plos",
      "/Social sciences/Psychology/Emotions"
    ],
    [
      "plos",
      "/Social sciences/Sociology/Culture"
    ]
  ],
  "openalex": "W7220678120",
  "pdf_url": "https://journals.plos.org/plosone/article/file?id=10.1371/journal.pone.0359308&type=printable",
  "pmcid": null,
  "pmid": null,
  "published": "2026-10-06",
  "publisher": "Public Library of Science",
  "ris": "https://research.draconitic.com/paper/4bcaa1qvx8hwt.ris",
  "sources": [
    {
      "first_seen": "2026-10-30T12:17:30Z",
      "native_id": "10.1371/journal.pone.0359308",
      "source": "plos",
      "url": "https://doi.org/10.1371/journal.pone.0359308"
    }
  ],
  "subjects": [
    {
      "field": "medicine",
      "origin": "plos:surgical and invasive medical procedures",
      "subfield": "surgery"
    }
  ],
  "title": "Value co-creation and customer satisfaction in last-mile delivery services: The roles of digital accessibility and delivery service quality",
  "title_text": "Value co-creation and customer satisfaction in last-mile delivery services: The roles of digital accessibility and delivery service quality",
  "type": "peer-reviewed",
  "updated_at": "2026-10-30T12:17:30Z",
  "url": "https://research.draconitic.com/paper/4bcaa1qvx8hwt",
  "venue": "PLOS One",
  "versions": []
}