I. ABSTRACT

In this study, we focus on how the factors of online delivery services affect customer satisfaction
and how customers select product delivery service providers to ensure timely and efficient delivery
to them. Based on the Asset-Process-Performance framework, we propose a triadic model that
includes e-retailers, delivery service providers, and customers to achieve synergy and customer
satisfaction in the era of the IoT (Internet of Things). Substantive selective criteria should include
consideration of the service provider's hard and soft infrastructure. In addition, flexibility is a
critical criterion that will strengthen the relationship between e-retailers and delivery service
providers to improve the competitiveness of service providers and satisfy the customers. We
validate the model using data from 50 respondents and 6 participants within Cavite. Our results
indicate that hard and soft infrastructures positively influence flexibility, which in turn has a
positive impact on customer satisfaction. Indeed, flexibility fully mediates the relationship
between hard and soft infrastructures and customer satisfaction. Our triadic model is one of the
first attempts at providing product delivery service provider selection and its influence on customer
satisfaction. Our findings provide guidelines for e-retailers and product delivery service providers
to improve competitiveness.