A Study on Challenges and Optimization of Last Mile Delivery and its Impact on Customer Satisfaction.

Abstract

The last mile delivery, the final stage of the delivery process from a distribution center to the end user, plays a critical role in the supply chain, significantly influencing customer satisfaction. Against the backdrop of a rapidly growing e-commerce sector, the demand for swift and flexible delivery options has made last-mile delivery a vital determinant of overall customer satisfaction. This study analyzes the impact of optimizing last-mile delivery on customer satisfaction and loyalty, highlighting that efficient last-mile operations can lead to continued use of the delivery service. Key areas contributing to last-mile delivery challenges include timeliness, condition of delivered items, communication during delivery, flexibility of delivery options, and overall customer experience. The study concludes that addressing these challenges and implementing effective strategies is essential for meeting customer expectations and enhancing satisfaction in the competitive e-commerce landscape. The findings and recommendations provide a comprehensive roadmap for businesses aiming to improve their last-mile delivery operations and boost customer satisfaction.