The rapid growth of e-commerce has increased the importance of last-mile delivery services in shaping customer experience and satisfaction. This study aims to identify factors affecting customer satisfaction with the last-mile delivery service in Hai Phong city. Data was collected from 650 customers through a structured survey and analyzed using a linear regression model. The results showed that all six factors, reliability, delivery speed, delivery personnel quality, information transparency, delivery cost, and perceived value, had a significant impact on satisfaction, with delivery personnel quality and delivery cost having the most potent effects. The research contributes to the theory of service quality in e-logistics. It offers essential management implications for businesses, including optimizing the delivery process, enhancing human resource capacity, and improving the customer experience
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