Technology-enabled last-mile logistics and its influence on consumer satisfaction and loyalty

Abstract

Focusing on delivery efficiency,
transparency, and customer satisfaction, this
study examines the influence of technology
enabled last-mile logistics within the e
Commerce industry. As online shopping
continues to expand, last-mile delivery has
become a critical element shaping customer
experience and fostering long-term loyalty.
Today’s consumers seek not only quick and
accurate deliveries but also transparent and
dependable services that create trust.
Advanced technologies such as Artificial
Intelligence (AI), Machine Learning (ML),
the Internet of Things (IoT), and Blockchain
are reshaping logistics systems by enabling
predictive delivery models, optimizing
routes, and providing real-time tracking.
The findings reveal that efficiency and
transparency
in
last-mile
logistics
significantly contribute to building trust,
encouraging
repeat
purchases,
and
strengthening customer loyalty in the highly
competitive digital marketplace