Decision framework for selecting last mile delivery performance in Indian e-commerce companies

Abstract

Last leg delivery plays a crucial role in improving logistics efficiency and customer acquisition through improved service quality and time. When implemented successfully, it becomes competitive advantage and ensures long-term success of the business. Last leg or last mile delivery is gaining importance in recent times in India, due to growing prominence of e-commerce. Major challenges in last mile delivery in India are: identification of best possible route to the destination, identification of best possible time window to reach and increasing efficiency of logistics through adoption of best possible delivery method to reduce delivery period. This paper first carries out a comprehensive literature review of last mile delivery practices adopted by e-commerce companies worldwide and the different factors affecting last mile delivery performance. The paper then describes a framework identifying necessary and sufficient conditions for selection of effective last mile delivery practices in India for specific product types.