EFFICIENCY OF LAST MILE DELIVERY OF LOGISTICS SERVICE PROVIDERS (LSPS) IN MALAYSIA: POST-COVID
Keywords:last mile delivery, logistics service providers (LSPs), total interpretive structural modeling (TISM), efficiency
Several studies have researched on numerous areas about last mile delivery over the past years however, studies focusing on factors influencing efficiency of last mile delivery of logistics service providers (LSPs) is still fragmented and yet to be examined vigorously particularly during post-covid era. To fill the unanswered gaps of last mile delivery efficiency, this research aims to investigate the factors that influence efficiency of last mile delivery of logistics service providers (LSPs) in Malaysia in post-covid era. As a result, this research assists logistics service providers (LSPs) in identifying essential elements and focusing on these aspects in order to successfully improve and execute their last mile delivery services. Perhaps as a consequence, the authors think that this research will guarantee that the hurdles to achieving optimal last-mile delivery are addressed, ensuring the quality of transportation operations and a positive customer experience. This research was conducted in a quantitative approach and the method of data collection was conducted using the physical and online survey questionnaire to obtain responses from major LSPs involved in B2C e-commerce in Malaysia (Pos Malaysia, J&T Express, GDex, Ninjavan) using a non-probability sampling method. A total of 300 respondents participated in the survey from which all of them were taken from around LSPs situated in Malaysia. In accordance with analysis from regression, it is seemed issues from customer side factor seems the stronger influence in the efficiency of last mile delivery during the post covid era, followed by cost of last mile delivery and then by customer expectation. These variables should drive LSPs' strategies and dynamic attempts to enhance last mile delivery efficiency.
Banoo, S. (2021): Making that last mile count. – The Edge Markets Official Portal. Retrieved from:
Bernama (2021): Set a base price to sustain local courier industry. – New Straits Times Official Portal. Retrieved from:
Bhandari, P. (2020): Population vs sample: Definitions, differences & examples. – Scribbr Official Portal. Retrieved from:
Dolan, S. (2022): The challenges of last mile delivery logistics and the tech solutions cutting costs in the final mile. – Insider Intelligence Official Portal. Retrieved from:
Keegan (2020): Pos laju is experiencing a high volume of shipments and may not deliver your parcel in time. – TechNave Official Portal. Retrieved from:
Kenton, W. (2022): B2C: How business-to-customer sales works, 5 types and examples. – Investopedia Official Portal. Retrieved from:
Lalamove Malaysia (2020): Top 5 trends in last mile logistics. – Lalamove Official Portal. Retrieved from:
Rai, H.B., Verlinde, S., Macharis, C. (2021): Unlocking the failed delivery problem? Opportunities and challenges for smart locks from a consumer perspective. – Research in Transportation Economics 87: 7p.
Salodo Official Portal (2022): What is the definition of Goods? – Salodo Official Portal. Retrieved from:
Singh, R.K., Garg, S.K., Deshmukh, S.G. (2007): Interpretive structural modelling of factors for improving competitiveness of SMEs. – International Journal of Productivity and Quality Management 2(4): 423-440.
Suguna, M., Shah, B., Raj, S.K., Suresh, M. (2022): A study on the influential factors of the last mile delivery projects during Covid-19 era. – Operations Management Research 15(1): 399-412.
Truitt, L.A. (2020): Build an Ecommerce website that keeps up with evolving customer expectations. – The BigCommerce Official Portal. Retrieved from:
Voccia, S.A. (2015): Stochastic last-mile delivery problems with time constraints. – The University of Iowa 110p.
Zhe, K.S.K. (2022): Issues: Is it time for protectionist policies top safeguard domestic courier companies? – The Edge Markets Official Portal. Retrieved from: