last mile delivery Crowd-sourcing model would effectively improve the efficiency and mitigate the cost for CEP service providers, but actual market response may differ from our numerical results. From a customer perspective, the quality of the delivery service contains not only time and accuracy, but also the overall experience and level of convenience. If hybrid model is to be used by those customers, the quality and satisfaction of the service may be influenced by the change of staff. In addition, some customers may terminate the send out/drop off scheduling with a citizen driver without CEP service uniforms. This study is designed to evaluate and estimate the direct and indirect impact on customer experience if hybrid models/scenarios are utilized by CEP service providers.