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Sulwani Husna Afrizal

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Review Open access Aug 2026

Operationalizing the Last Mile: A Sentiment Analysis Approach to Delivery Quality in Indonesian Mobile Commerce

Last-mile delivery is a critical determinant of customer satisfaction in platform-based e-commerce. However, specific delivery failures that generate negative customer sentiment mechanisms remain insufficiently understood. Especially in rapidly expanding Southeast Asian markets, which are characterized by island geogra...

Sulwani Husna Afrizal, D. Kirana, I. Kamal · 0 citations

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