EFFICIENCY OF LAST MILE DELIVERY OF LOGISTICS SERVICE PROVIDERS (LSPS) IN MALAYSIA: POST-COVID

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.