{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,10,6]],"date-time":"2026-10-06T17:55:24Z","timestamp":1791309324514,"version":"4.3.1"},"reference-count":81,"publisher":"Public Library of Science (PLoS)","issue":"10","license":[{"start":{"date-parts":[[2026,10,6]],"date-time":"2026-10-06T00:00:00Z","timestamp":1791244800000},"content-version":"vor","delay-in-days":0,"URL":"http:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"funder":[{"name":"The 2024 Guangxi Vocational Education Teaching Reform Research Project","award":["GXGZJG2024B001"],"award-info":[{"award-number":["GXGZJG2024B001"]}]},{"name":"The 2024 Guangxi Higher Education Undergraduate Teaching Reform Project","award":["2024JGB351"],"award-info":[{"award-number":["2024JGB351"]}]}],"content-domain":{"domain":["www.plosone.org"],"crossmark-restriction":false},"short-container-title":["PLoS One"],"abstract":"<jats:p>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\u2019s 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\u2019s 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.<\/jats:p>","DOI":"10.1371\/journal.pone.0359308","type":"journal-article","created":{"date-parts":[[2026,10,6]],"date-time":"2026-10-06T17:38:25Z","timestamp":1791308305000},"page":"e0359308","update-policy":"https:\/\/doi.org\/10.1371\/journal.pone.corrections_policy","source":"Crossref","is-referenced-by-count":0,"title":["Value co-creation and customer satisfaction in last-mile delivery services: The roles of digital accessibility and delivery service quality"],"prefix":"10.1371","volume":"21","author":[{"given":"Wanyang","family":"Zhou","sequence":"first","affiliation":[{"name":"School of Tourism and E-Commerce, Baise University","place":["Guangxi Zhuang Autonomous Region, China"]}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0009-0000-7023-9090","authenticated-orcid":true,"given":"Leo D.","family":"Manansala","sequence":"additional","affiliation":[{"name":"College of Professional and Graduate Studies, De La Salle University-Dasmari\u00f1as","place":["Dasmari\u00f1as City, Philippines"]}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Alice","family":"Valerio","sequence":"additional","affiliation":[{"name":"College of Professional and Graduate Studies, De La Salle University-Dasmari\u00f1as","place":["Dasmari\u00f1as City, Philippines"]}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Xiaoting","family":"Sun","sequence":"additional","affiliation":[{"name":"School of Finance and Economics, Henan Polytechnic University","place":["Jiaozuo, China"]}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"340","published-online":{"date-parts":[[2026,10,6]]},"reference":[{"key":"pone.0359308.ref001","author":"International Trade Administration","year":"2025"},{"key":"pone.0359308.ref002","first-page":"217","article-title":"An analysis of JD.com\u2019s transportation system in support of operational and logistics activities","volume":"1","author":"J Zhao","year":"2024","journal-title":"Sci Technol Soc Dev Proc Ser"},{"issue":"2","key":"pone.0359308.ref003","doi-asserted-by":"crossref","first-page":"133","DOI":"10.1287\/inte.2021.1077","article-title":"JD.com improves delivery networks by a multiperiod facility location model","volume":"52","author":"N Kang","year":"2022","journal-title":"INFORMS J Appl Analytics"},{"issue":"12","key":"pone.0359308.ref004","doi-asserted-by":"crossref","first-page":"1857","DOI":"10.3390\/math12121857","article-title":"The factors influencing user satisfaction in last-mile delivery: the structural equation modeling approach","volume":"12","author":"V Vrhovac","year":"2024","journal-title":"Mathematics"},{"issue":"2","key":"pone.0359308.ref005","doi-asserted-by":"crossref","first-page":"793","DOI":"10.33736\/ijbs.8294.2025","article-title":"The impact of last-mile delivery logistics service quality factors on customer loyalty: the case of online shopping in the mekong delta region","volume":"26","author":"C Tran Trung","year":"2025","journal-title":"Int J Business Soc"},{"issue":"4","key":"pone.0359308.ref006","first-page":"358","article-title":"Logistic service quality as a mediator between logistics capabilities and customer satisfaction","volume":"25","author":"DW Fernandes","year":"2018","journal-title":"Rev de Gestao"},{"key":"pone.0359308.ref007","first-page":"100481","article-title":"Last-mile logistics fulfilment: A framework for energy efficiency","volume":"37","author":"\u00c1 Halld\u00f3rsson","year":"2020","journal-title":"Res Transp Business Manag"},{"issue":"5","key":"pone.0359308.ref008","article-title":"Examining the effect of logistics service quality on customer satisfaction and re-use intention","volume":"18","author":"X Lin","year":"2023","journal-title":"PLoS One"},{"issue":"1","key":"pone.0359308.ref009","first-page":"49","article-title":"Enhancement of e-commerce service by designing last mile delivery platform","volume":"42","author":"A Alkhalifah","year":"2022","journal-title":"Comp Syst Sci Eng"},{"key":"pone.0359308.ref010","first-page":"114","article-title":"The changing role and behaviour of consumers in last mile logistics services: A review","volume":"4","author":"M Cebeci","year":"2023","journal-title":"J Supp Chain Manag Sci"},{"key":"pone.0359308.ref011","doi-asserted-by":"crossref","first-page":"519","DOI":"10.4324\/9780429203916-45","article-title":"Co-creation of tourism experience through service-dominant logic","author":"XY Mei","year":"2020","journal-title":"The Routledge handbook of tourism experience management and marketing. 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