Published Paper Details:

The rapid growth of e-commerce has transformed consumer purchasing behavior and increased demand for fast, reliable, and cost-effective delivery services. Among the various stages of the logistics process, last-mile delivery is considered the most complex and expensive. It directly impacts customer satisfaction and operational efficiency. E-commerce companies face numerous challenges in last-mile delivery, including rising transportation costs, traffic congestion, inaccurate addresses, failed deliveries, labor shortages, and sustainability concerns. This study aims to analyze the key challenges faced by e-commerce companies in last-mile delivery logistics and examine customer perceptions regarding delivery performance. The research adopts a descriptive research design using primary data collected through a structured questionnaire. Data analysis is performed using percentage analysis, tables, and charts. The findings highlight that delivery delays, high costs, and poor infrastructure are major obstacles. The study concludes with practical suggestions to improve last-mile delivery efficiency through technology adoption and better logistics planning.