A Study on Perception of Customer Towards Delayed Deliveries in E-Commerce

Abstract

The rapid growth of e-commerce has significantly transformed the retail industry by providing customers with convenience, wider product choices, and easy access to goods and services. However, delayed deliveries remain one of the major challenges affecting customer satisfaction and trust in online shopping platforms. This study aims to analyze customer perceptions toward delayed deliveries in the e-commerce sector and to identify the factors influencing their attitudes and satisfaction levels. The research focuses on aspects such as delivery reliability, communication, tracking updates, and the overall performance of logistics partners. Primary data were collected from 112 respondents using a structured questionnaire, and statistical tools such as percentage analysis and ANOVA were used for data interpretation. The findings reveal that delivery delays influence customer satisfaction, loyalty, and repurchase intentions. Effective communication, efficient logistics management, and improved delivery systems can reduce negative perceptions. The study provides useful insights for e-commerce companies to enhance delivery performance and improve overall customer experience.

Introduction

The rapid growth of e-commerce has transformed the way consumers purchase goods by offering convenience, variety, competitive prices, and home delivery. However, delayed deliveries remain a common challenge due to logistics issues, transportation delays, high order volumes, and last-mile delivery problems. Customer perception of delivery performance strongly influences satisfaction, trust, and loyalty toward online platforms.

Previous research, including the SERVQUAL Model, highlights that reliability and responsiveness—especially timely delivery—are key components of service quality. Studies show that customers expect accurate delivery timelines and clear communication. When delays occur, customer satisfaction and trust decline, though transparency and effective service recovery can reduce negative impacts.

The study aims to analyze customer attitudes toward delayed deliveries, identify factors affecting satisfaction during delays (such as communication and compensation), and examine the impact on customer loyalty and repurchase intention. A descriptive and exploratory research design was used, with data analyzed using descriptive statistics and ANOVA.

Results indicate no significant difference between male and female respondents in terms of online shopping frequency or the type of products ordered. This suggests that gender does not significantly influence online shopping behavior. Most respondents are aged 20–30, employed, from semi-urban areas, and frequently order fashion items. Many prefer platforms like Flipkart and rely on delivery services such as Ekart.

The study recommends improving logistics efficiency by using AI-based route optimization, enhancing real-time tracking and customer notifications, increasing local distribution hubs, and providing better training for delivery personnel to reduce delays and improve customer satisfaction.

Conclusion

The study titled “Comparative Study on Last-Mile Delivery Performance of E-Commerce Logistics Partners in Coimbatore” emphasizes the importance of last-mile delivery in the success of e-commerce operations. It shows that delivery speed, reliability, order tracking, customer communication, and return handling significantly influence customer satisfaction. The comparative analysis reveals that logistics partners using advanced technology, efficient routing systems, and strong local delivery networks perform more effectively. However, challenges such as traffic congestion, incorrect addresses, and delayed deliveries still affect performance. The growing e-commerce market in Coimbatore increases the need for faster and more reliable delivery services. Improving technology, coordination, and infrastructure will help logistics partners enhance service quality and customer satisfaction.

References

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Copyright

Copyright © 2026 Mr. Naveen M B, Dr. Keerthi Vasan. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.