A Study on the Impact of Delivery Operations on Last-Mile Delivery Performance in Quick Commerce

Abstract

Quick Commerce platforms promise delivery within minutes, which makes last-mile delivery performance a critical determinant of the customer experience. This study examines the impact of delivery operations, namely Delivery Speed, Order Accuracy and Real-Time Order Tracking, on Last-Mile Delivery Performance in Quick Commerce from the customer’s perspective. Primary data were collected through a structured questionnaire from 100 Quick Commerce users selected by convenience sampling and were analysed using percentage analysis, chi-square analysis, correlation analysis and multiple regression analysis. Sixty percent of respondents are satisfied with last-mile delivery performance, although 71% usually receive orders within the promised time and 53% have received wrong or missing items. The chi-square test found no significant association between gender and preference for Quick Commerce over traditional stores (χ² = 3.14, p = 0.534). Order Accuracy has a strong positive relationship with Consumer Repurchase Behaviour (r = 0.918, p < 0.001). Delivery Speed and Real-Time Order Tracking together explain 76% of the variation in Customer Satisfaction (R² = 0.76), with Real-Time Order Tracking (β = 0.62) contributing more than Delivery Speed (β = 0.29). The findings suggest that platforms should deliver on time consistently, improve accuracy at the picking and packing stage, and make real-time tracking more accurate and reliable in order to strengthen last-mile delivery performance.