Expectations For Final Delivery Services after Buying Electronic Products on E-Commerce Platforms in HCMC

On e-commerce platforms, last-mile delivery (LMD) is one of the most important factors in the customer's shopping experience. However, last-mile delivery in Vietnam has not kept pace with the development of e-commerce with many challenges. One of the most popular items on the e-commerce channel is electronic products. However, because of the strict requirements on product return and exchange in the context of last-mile delivery service in Vietnam is still not optimal. Therefore, it is necessary to study customer expectations for last mile delivery service when purchasing electronic products on e-commerce platforms as it helps to better meet customer expectations.The results of the empirical study show that there is a relationship between the factors constituting the delivery service quality and the customer's expectation of delivery service for electronic products, in the following order: Reliability, Safety and the connection between buyer and seller, Shipping Price, Delivery Time, and Shipper.