Challenges of Last-Mile Delivery in E-Commerce Logistics

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Challenges of Last-Mile Delivery in E-Commerce Logistics

Tushar Singh

Under the Guidance of Dr. Shilpa Bahl

Master of Business Administration

School of Business

Galgotias University

ABSTRACT

The last-mile delivery segment in e-commerce logistics—the final stretch from distribution center to customer doorstep—presents critical operational challenges, especially in the Indian context. This research investigates key barriers including infrastructure gaps, rising customer expectations, and insufficient technological integration. Employing a mixed-method design, data were collected via surveys (n=356) and interviews (n=44). Statistical analysis revealed strong correlations between technology use and delivery reliability, while infrastructural issues were inversely related to customer satisfaction. The study proposes strategic solutions such as AI-driven routing, hyperlocal hubs, and public-private partnerships. Findings suggest that last-mile logistics, if optimized, can provide significant competitive advantage in India’s dynamic e-commerce market..

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