An Assessment of Last-Mile Delivery Challenges in E-Commerce: A Case Study of Konga in Niger State
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Background of the Study
Last-mile delivery, the final step of the delivery process where products are transported from a distribution center to the customer’s doorstep, is a critical component of e-commerce logistics. Konga, one of Nigeria’s leading e-commerce platforms, has a significant presence in Niger State and faces unique challenges in last-mile delivery. The region’s vast geographical spread, inadequate infrastructure, and traffic congestion are among the factors that complicate last-mile delivery operations for Konga. Effective last-mile delivery is essential for ensuring timely deliveries and customer satisfaction, and it plays a crucial role in the overall competitiveness of e-commerce platforms (Aliyu & Amadu, 2024).
In Niger State, the lack of efficient transportation networks, poor road conditions, and limited access to remote areas can delay deliveries, increase costs, and reduce the customer experience. Furthermore, customer expectations regarding delivery speed and convenience have risen, adding pressure on companies like Konga to improve their last-mile delivery operations. Innovations in delivery methods, such as drones, lockers, and crowdsourced deliveries, are being explored globally to address these challenges. However, in Nigeria, such technologies face barriers, including regulatory issues, infrastructure limitations, and high costs (Ibrahim & Sulaimon, 2023).
This study aims to assess the challenges faced by Konga in last-mile delivery operations in Niger State and explore potential solutions to optimize the process.
Statement of the Problem
The challenges faced in last-mile delivery have a significant impact on e-commerce platforms, particularly in rural and semi-urban regions like Niger State. Konga, despite its strong presence in Nigeria, faces significant logistical barriers that affect the efficiency of its last-mile delivery services. The problem is understanding the specific challenges Konga encounters in Niger State’s unique geographic and infrastructural context and finding ways to optimize last-mile delivery operations.
Objectives of the Study
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To assess the last-mile delivery challenges faced by Konga in Niger State.
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To examine the impact of last-mile delivery issues on customer satisfaction and operational costs at Konga.
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To explore potential solutions for improving last-mile delivery efficiency in Niger State.
Research Questions
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What are the main challenges faced by Konga in last-mile delivery in Niger State?
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How do last-mile delivery challenges affect customer satisfaction and operational costs at Konga?
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What are the potential solutions to optimize last-mile delivery efficiency in Niger State?
Research Hypotheses
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Last-mile delivery challenges negatively affect Konga’s delivery efficiency in Niger State.
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Last-mile delivery challenges lead to increased operational costs and reduced customer satisfaction at Konga.
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Solutions such as technological innovations and better logistics infrastructure can optimize last-mile delivery efficiency for Konga in Niger State.
Scope and Limitations of the Study
This study will focus on last-mile delivery challenges faced by Konga in Niger State. Limitations may include difficulties in accessing data on customer satisfaction and logistical operations, as well as challenges in obtaining company-specific information.
Definitions of Terms
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Last-Mile Delivery: The final leg of the delivery process, where goods are delivered from a distribution center to the customer’s location (Aliyu & Amadu, 2024).
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E-Commerce Logistics: The management and movement of goods for online retail businesses, including warehousing, packaging, and delivery operations (Ibrahim & Sulaimon, 2023).
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Operational Costs: The expenses incurred in the day-to-day operations of a business, including delivery, labor, and transportation costs (Aliyu & Amadu, 2024).
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