Comparative Study on Last-Mile Delivery Performance of E-Commerce Logistics Partners in Coimbatore

Abstract

The rapid growth of e-commerce has increased the importance of efficient last-mile delivery in the logistics industry. Last-mile delivery refers to the final stage of the supply chain where goods are transported from a distribution center to the customer’s doorstep. This study focuses on a comparative analysis of the last-mile delivery performance of major e-commerce logistics partners operating in Coimbatore. The research evaluates delivery performance based on key factors such as delivery speed, customer satisfaction, and delivery accuracy. Primary data were collected from 100 respondents through questionnaires and analyzed using percentage analysis and ANOVA. The findings reveal differences in service quality among logistics partners. The study highlights the need for improved route optimization, real-time tracking, and better coordination to enhance delivery efficiency and customer satisfaction.

Introduction

The growth of e-commerce has greatly increased the need for efficient logistics, especially last-mile delivery, which is the final stage of delivering goods from a distribution center to the customer. This stage is crucial for customer satisfaction, service quality, and business success. Customers now expect fast deliveries, real-time tracking, and reliable services. Therefore, logistics companies must continuously improve their delivery performance. The study compares the performance of major e-commerce logistics partners in Coimbatore by evaluating factors such as delivery speed, accuracy, and customer satisfaction.

Previous studies highlight important aspects of last-mile delivery. Alejandro Escudero-Santana (2022) found that home delivery is highly preferred by customers, but failed deliveries due to customer absence increase costs and reduce service quality. Abdullahi Sani Shuaibu (2025) discussed modern technologies such as AI, IoT tracking, and hybrid delivery systems that improve logistics efficiency, although challenges like regulations and scalability still exist.

The study aims to compare delivery speed among major logistics providers such as Amazon, Delhivery, Ekart, XpressBees, and DTDC in Coimbatore, measure customer satisfaction with last-mile delivery services, and analyze delivery accuracy and reliability. A descriptive and exploratory research design was used to study current practices and challenges in innovative logistics methods.

Data analysis using ANOVA showed that there is no significant difference between male and female respondents in terms of online shopping frequency or the type of products ordered, as the significance values were greater than the standard level of 0.05. This indicates that gender does not significantly influence online shopping behavior among the respondents.

The findings reveal that most respondents are 20–30 years old, male, employed, and from semi-urban areas. Many respondents frequently shop online, mainly through Flipkart, and most deliveries are handled by Ekart logistics partners. Fashion items are the most commonly ordered products.

The study suggests improving last-mile delivery performance by adopting AI-based route optimization, enhancing real-time tracking and customer notifications, increasing local distribution hubs, and providing better training for delivery personnel to improve customer satisfaction and delivery accuracy.

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. Shashikanth S. 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.