A Study on Customer Satisfaction Towards Last-Mile Delivery Services in the E-Commerce Sector

Abstract

-The rapid expansion of the e-commerce industry has transformed the retail sector by enabling customers to purchase products conveniently through digital platforms. Among the various stages of the supply chain, last-mile delivery plays a significant role in determining customer satisfaction because it represents the final interaction between the company and the customer. Timely delivery, accurate tracking information, product safety, professional behaviour of delivery personnel, and efficient return services contribute greatly to customer experience. This study examines customer satisfaction towards last-mile delivery services in the Indian e-commerce sector. A descriptive research design was adopted, and primary data were collected from 202 online shoppers using a structured questionnaire through convenience sampling. Secondary data were collected from books, journals, company websites, and research articles. The collected data were analysed using percentage analysis, frequency distribution, mean analysis, and the Chi-square test. The findings indicate that most respondents are satisfied with delivery speed, product condition, real-time tracking, customer support, and return policies. The statistical analysis confirmed a significant relationship between the quality of last-mile delivery services and customer satisfaction. The study concludes that improving logistics efficiency, adopting advanced technologies, strengthening customer support, and enhancing delivery reliability can significantly improve customer loyalty and business performance. The findings provide valuable insights for e-commerce companies to enhance their logistics strategies and maintain a competitive advantage in the rapidly growing digital marketplace.