Paper Contents
Abstract
This study investigates the optimization of last-mile delivery in the Indian e-commerce sector, a critical yet complex component of the logistics value chain. Despite global research emphasizing the significance of efficient last-mile logistics in enhancing operational efficiency and customer satisfaction, India-specific empirical data remains limited. Leveraging secondary data from industry reports (McKinsey, PwC, Deloitte, etc.), company disclosures (Amazon India, Flipkart, Delhivery, Ecom Express), and government publications, this research identifies key operational challenges, explores the integration of emerging technologies, and evaluates their impact on customer experience. The findings reveal that challenges such as high delivery costs, infrastructural limitations, non-standard addresses, and high return rates continue to hinder performance. However, the strategic deployment of technologies like artificial intelligence, IoT, route optimization algorithms, electric vehicles, and address-mapping tools has significantly improved delivery accuracy, speed, and sustainability. Additionally, tailored delivery models such as kirana partnerships and micro-fulfillment centers have enhanced service reach in Tier 2 and Tier 3 cities. The study concludes that successful last-mile optimization not only reduces logistics costs but also builds long-term customer loyalty and brand trust. These insights offer valuable direction for Indian e-commerce firms and policymakers aiming to modernize logistics operations and remain competitive in a dynamic digital marketplace.
Copyright
Copyright © 2025 Seriesh Pandey. This is an open access article distributed under the Creative Commons Attribution License.
