Customer Trust in Digital Commerce: The Role of Last-Mile Delivery Performance

Abstract

This study systematically reviews and synthesises the literature on the relationship between last-mile delivery performance and customer trust in e-commerce supply chains. Using a Systematic Literature Review (SLR) approach guided by the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) framework, peer-reviewed journal articles published between 2015 and 2026 were identified, screened, and analysed through thematic analysis. Twenty-three studies met the inclusion criteria and were included in the final qualitative synthesis. The findings indicate that delivery reliability, timeliness, tracking visibility, communication quality, and delivery flexibility consistently strengthen customer trust, satisfaction, loyalty, and repurchase intentions, while delivery delays, failed deliveries, inadequate communication, and infrastructure constraints undermine customer confidence in e-commerce retailers and logistics providers. The review further highlights the importance of real-time tracking technologies, artificial intelligence, route optimisation, and proactive customer communication as effective strategies for enhancing delivery performance and fostering trust. By integrating dispersed empirical evidence, this study provides a comprehensive understanding of how last-mile delivery performance shapes customer trust.