Challenges in Last-Mile Delivery and the Role of Communication and Information Sharing in Enhancing Customer Satisfaction: A Study among E-commerce Logistics Service Providers in Palakkad District

Abstract

The rapid growth of e-commerce has significantly transformed logistics operations, particularly in last-mile delivery services. This study examines the challenges faced in last-mile delivery in Palakkad City and analyzes how communication and information-sharing practices influence customer satisfaction among logistics service providers in Palakkad District. The research identifies key operational barriers such as traffic congestion, address identification issues, delivery delays, and shortage of delivery personnel. Additionally, the study explores the importance of real-time communication, tracking systems, and coordination between logistics providers and customers. The findings reveal that effective information sharing and transparent communication significantly enhance customer satisfaction despite operational challenges. The study concludes that integrating digital communication tools with improved delivery management practices is essential for strengthening last-mile efficiency in Palakkad.