ENSURING RELIABILITY AND ADDRESSING CHALLENGES IN QUICK DELIVERY SERVICES

Abstract

This study investigates the perceived reliability and accuracy of last-mile delivery services 
under quick delivery offers, while also identifying the common complaints and challenges faced 
by customers. With e-commerce and retail sectors increasingly promising rapid fulfilment such as 
same-day and next-day delivery, customer satisfaction depends on how effectively last-mile 
operations are executed. The study was conducted among 303 respondents in Coimbatore using 
percentage analysis, descriptive statistics, mean ranking, and chi-square tests. The results highlight 
the importance of reliable and accurate service in building customer trust and identify issues such 
as delays, delivery errors, poor communication, and workforce-related concerns as recurring 
challenges. The findings provide valuable insights for businesses to improve delivery performance 
and strengthen long-term customer satisfaction.