LAST-MILE DELIVERY CHALLENGES IN INDIAN E-COMMERCE: A CONSUMER PERSPECTIVE

Abstract

ABSTRACT: The meteoric rise of online retail in India has fundamentally altered how consumers shop and placed enormous pressure on delivery and logistics systems. Despite the expansion of major platforms such as Flipkart, Amazon, Meesho, and Myntra, last-mile delivery remains one of the most persistent and difficult problem and barriers in the growth of digital shopping ecosystem. This research paper studies consumer perceptions of e-commerce delivery services, with special emphasis on last-mile delivery challenges, preferred delivery options, payment methods, and the role of technology in improving delivery efficiency. A descriptive methodology was fallowed in this research, with primary information collected directly from participants a structured Google Forms questionnaire distributed among 59 respondents, predominantly from the 18-25 age group. The findings show that 74% of respondents have experienced delivery delays, with delivery agent shortage identified as the primary cause. 65% have faced failed delivery attempts, and 88% believe technology such as GPS tracking and route optimization can improve delivery efficiency. The study further finds that 78% of respondents believe delivery costs directly affect product pricing, and 50% prioritize faster delivery as the single most desired improvement. (Shikwesha et al., 2025, pp. 237-247) The paper concludes that e-commerce companies have to invest in last-mile delivery infrastructure, delivery workforce management, and digital technology adoption to boost customer satisfaction, reduce delivery failures, and build long-term consumer loyalty in an increasingly competitive market.