The Impact of Last-Mile Delivery on E-Commerce: A Systematic Analysis of Consumer Satisfaction

Abstract

E-commerce has created an epic revolution in consumer nature and their purchasing behavior. Because it offers more convenience than a traditional market. Because it’s easy to access, moreover, a person can compare the price in multiple stores, which helps the consumer to increase their purchasing power and create more flexibility. However, the efficiency and reliability of the supply chain totally depend on the final stage of the supply chain, which is the last-mile delivery. Because it is one of the key elements of consumer satisfaction. The last-mile delivery process is more like the (80/20) rule. which means 80 percent of satisfaction comes from 20 percent effort, and the remaining 20 percent satisfaction comes from 80 percent effort. In order to verify the hypothesis, the study investigates the delivery speed, reliability, quality, and cost. These four mainly are independent variables, and consumer satisfaction is the dependent variable. One directly affects another. In order to validate the hypothesis around 70 consumers survey has been collected and analyzed to determine their answers on the key factors of consumer satisfaction, loyalty, and trust. The report findings reveal that the timely delivery increases confidence, but product safety and affordability could also have a significant impact on the output. Moreover, the study shows the preference of cash on delivery, which totally reflects the lack of trust in both digital payment system and e-commerce. The regression analysis shows a moderate relation between last mile delivery and consumer satisfaction.