Last Mile Delivery Efficiency and Its Impact on Customer Satisfaction in E-Commerce Logistics

Abstract

The rapid expansion of e-commerce has increased the significance of efficient last- mile delivery in ensuring customer satisfaction and business success. Last-mile delivery represents the final stage of the logistics process, where products are transported from distribution centers to customers. This study investigates the impact of last-mile delivery efficiency on customer satisfaction in e-commerce logistics by analyzing key factors such as delivery speed, order accuracy, delivery reliability, tracking transparency, and service flexibility. The paper also examines the operational challenges faced by logistics providers, including high transportation costs, traffic congestion, failed deliveries, and increasing customer expectations.

The study emphasizes the role of advanced technologies such as artificial intelligence, GPS tracking, route optimization, automated delivery systems, and data analytics in enhancing delivery performance and customer experience