This article determines the quality factors which improve the satisfaction of logistics services, and the specific evaluation items that customers value. Moreover, this study verifies the moderating effect of consumers on the perceived importance of last-mile logistics services, and its impact on logistics service satisfaction. Through a literature review, the conceptual model is determined, and measurement scales are developed. Furthermore, we collect data through online surveys and employ structural equation modeling, hierarchical regression analysis, and importance–performance analysis methods in order to analyze the collected data, and to test the research hypotheses. The findings of this study are as follows. First, the qualities of personal contact, timeliness, and empathy in the fresh food e-commerce logistics service quality evaluation system have a significant positive impact on the fresh food e-commerce logistics service consumer satisfaction, but the delivery quality and information quality are not significant. Second, consumers’ perceived importance of last-mile logistics services has a positive and significant impact on the consumer satisfaction of fresh food e-commerce logistics services. Moreover, as a moderating variable, its moderating effect has limitations: it only affects the relationship between information quality, timeliness quality, empathy quality, and consumer satisfaction. Finally, in the three evaluation dimensions of information quality, timeliness quality, and empathy quality, specific items that need to be further improved are identified. This study enriches and supplements the empirical research in the field of fresh food e-commerce logistics, and provides academic literature with a reference value for fresh food e-commerce logistics enterprises.

Purpose: – The purpose of this paper is to explore and analyse the risks in container shipping operations from a logistics perspective. In the paper, risks associated with the three flows in logistics − information, physical, and payment flow are identified and analysed. Design/methodology/approach: – The use of case study method was first explained and justified. Second, risk identification was started with supporting references, several interviews were then conducted to identify and validate the potential risks in container shipping operations. A questionnaire was deployed to collect related data; and the impacts of the risks were then assessed and ranked using the method of risk mapping. Findings: – The paper has identified a total of 35 risk factors and classified them into different categories. The paper has also revealed that the risks associated with physical flows have more serious risk impacts than the other types of risks; however, one of the risk factors associated with information flow (shippers hiding cargo information) is the most significant one among all the factors. Originality/value: – Although many studies have been conducted on container shipping operational risks, no studies so far have approached this issue from a perspective that inclusively examines all the possible risks and comprehensively evaluates the relative importance of each of them. This study has identified the risks in container shipping operations, and analysed and ranked the level of these risks. The research further “refines” the findings of some previous studies by placing the risk factors addressed therein in a full “risk picture” which was developed systematically.