Analyzing challenges of courier service during last mile delivery and their impact on customer satisfaction

By: Bercacio, Jamila May I. Lareza< Fiona Eireene F. Manazares, Jellyssa G. Pedrosa, Jenella Camille
Language: English Publisher: . . c2024Description: Business Research: (BSBA major Operations management) _ Pamantasan ng Lungsod ng Maynila, 2024Content type: text Media type: unmediated Carrier type: volumeGenre/Form: academic writingDDC classification: . LOC classification: HF5761 B47 2024
Contents:
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.
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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.

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