| 000 -LEADER |
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| fixed length control field |
02783nam a22002417a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
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| control field |
ft8003 |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20251205153022.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
251205b ||||| |||| 00| 0 eng d |
| 041 ## - LANGUAGE CODE |
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| Language code of text/sound track or separate title |
engtag |
| 050 ## - LIBRARY OF CONGRESS CALL NUMBER |
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| Classification number |
HF5761 B47 2024 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Classification number |
. |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Bercacio, Jamila May I. Lareza< Fiona Eireene F. Manazares, Jellyssa G. Pedrosa, Jenella Camille. |
| 245 ## - TITLE STATEMENT |
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| Title |
Analyzing challenges of courier service during last mile delivery and their impact on customer satisfaction |
| 264 #1 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE |
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| Place of production, publication, distribution, manufacture |
. |
| Name of producer, publisher, distributor, manufacturer |
. |
| Date of production, publication, distribution, manufacture, or copyright notice |
c2024 |
| 300 ## - PHYSICAL DESCRIPTION |
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| Other physical details |
Business Research: (BSBA major Operations management) _ Pamantasan ng Lungsod ng Maynila, 2024. |
| 336 ## - CONTENT TYPE |
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| Source |
text |
| Content type term |
text |
| Content type code |
text |
| 337 ## - MEDIA TYPE |
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| Source |
unmediated |
| Media type term |
unmediated |
| Media type code |
unmediated |
| 338 ## - CARRIER TYPE |
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| Source |
volume |
| Carrier type term |
volume |
| Carrier type code |
volume |
| 505 ## - FORMATTED CONTENTS NOTE |
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| Formatted contents note |
ABSTRACT: In response to the rapid growth of e-commerce and the increasing reliance on on-demand courier services, this study focuses on Lalamove’s last-mile delivery operations in Manila, where the company plays a critical role in providing fast and efficient deliveries. Despite its popularity, Lalamove faces significant challenges, including traffic congestion, communication gaps, and issues with package handling, all of which negatively impact customer satisfaction. The purpose of this research is to analyze these challenges and their effects on customer satisfaction, providing practical solutions to enhance service quality. The study utilize a quantitative research approach using a correlational design to explore the relationship between delivery challenges and customer satisfaction. Data was collected through online surveys from 100 Lalamove customers in Manila. The findings reveal that traffic congestion is the most prominent issue, followed closely by ineffective communication transparency and inconsistent package handling practices. Statistical analysis confirmed that while each challenge varies in its impact, together they contribute significantly to reduced customer satisfaction. Theoretically, the study draws on the Service Quality Theory, emphasizing the importance of reliability and responsiveness in delivery services. The research highlights the critical need for Lalamove to improve these service dimensions to enhance customer satisfaction. The study’s originality lies in its focus on last-mile delivery challenges in an urban context, offering actionable recommendations. These include integrating real-time traffic data into routing systems, enhancing communication through proactive updates, and improving package handling protocols. By addressing these challenges, Lalamove can optimize its operations, better meet customer expectations, and strengthen its position in the competitive on-demand logistics industry. |
| 526 ## - STUDY PROGRAM INFORMATION NOTE |
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| Classification |
Filipiniana |
| 655 ## - INDEX TERM--GENRE/FORM |
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| Genre/form data or focus term |
academic writing |
| 942 ## - ADDED ENTRY ELEMENTS |
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| Source of classification or shelving scheme |
|
| Item type |
Thesis/Dissertation |