The Effectiveness of Last Mile Logistics Real-Time Data Analytics in Enhancing Customer Satisfaction

Abstract

Customer satisfaction is a very important measure of success in the changing environment of last-mile delivery services. The proposed study will examine how real-time data analytics can influence customer satisfaction by referring to the Unified Theory of Acceptance and Use of Technology (UTAUT) framework. The quantitative research methodology is used, and the questionnaire surveys are used among the customer base of the last-mile delivery services within the Klang Valley area. The convenience sampling technique is used to select the participants, who are picked in consideration of their availability, accessibility, and willingness to respond. It is planned that the sample size will be 384 respondents, and the data will be analysed with the help of SPSS. The conclusion will focus on the importance of delivery speed and accuracy, real-time tracking, live customer service communication, electronic proof of delivery, and efficient reverse logistics in improving the utilisation of real-time data analytics and its impact on customer satisfaction.