Challenges and Opportunities in Last Mile Delivery: A Malaysian Case Study

Last mile delivery and the concept of last mile has been experiencing major disruption from evolving business strategies while focussing on key customer demands and requirements and to have deliveries faster and easier with the advancement of technology and use of new devices such as drones and autonomous vehicles. There has been huge amount of research conducted within perceived quality, customer satisfaction and decision-making processes within the delivery aspects of ecommerce services. With the emergence of innovative technologies, the size and growth demand of the market, there is a wider need to examine the area of the impact of some of these technologies and its future development. The paper examines the concepts of last mile delivery practices, and the advancements in technology to facilitate the implementation within the concept. The study aims to bridge the gap between the commercial and academic research allowing better strategic alignment for decision making process within the global supply chain markets. The paper identifies existing research within the field of last mile solutions, with emerging and widely accepted approaches towards cost efficiency and wider performance measures within the network.