A study of the last-mile e-commerce logistics (consumer-to-consumer e-commerce)
Pan, Hui Khuan
Date of Issue2018
School of Civil and Environmental Engineering
Heightened trends of e-commerce retailing have spurred online purchasing by consumers. As such, the final distribution of goods plays an increasingly vital role in the e-commerce logistics chain, especially so with rising consumer expectations and logistics constraints such as failed deliveries and small- volume deliveries. This has incited greater challenges in the last-mile portion of the logistics chain where goods are moved from the last upstream segment of the logistics chain to the final delivery destination. This report studies the last-mile fulfilment of Consumer-to-Consumer (C2C) e-commerce transactions. This is part of a set of three reports that seek to examine the last-mile e-commerce logistics environment of different business models including Business-to-Business and Business-to-Consumer e-commerce. The report identifies various trends in last-mile e-commerce transactions including crowd-sourced logistics and automation and analyses the operations of such delivery modes. Subsequently, via literature review and a survey conducted, challenges and expectations of consumers as buyer and seller were gathered. It was found that difficulties in arranging meet-ups, lack of transparency and delayed deliveries are significant factors in hindering last-mile logistics of C2C e-commerce transactions. Additionally, consumers valued convenience, reliability and low costs the most when choosing the last- mile delivery mode. Following which, prospects of various delivery configurations are evaluated based on the aforementioned criteria and the ability to target arising problems faced by C2C e-commerce consumers. The report also recognises the relevance of parcel types and logistics preferences in determining the suitability of delivery modes, in the perspective of a C2C setting. While delivery modes such as on- demand courier deliveries are fast, reliable and convenient, it may be considerably less attractive to consumers when transacting a low-valued item as delivery costs may take up a high percentage of the value of the item. Hence, consumers will need to balance their interests to determine the optimal choice of delivery mode.
Final Year Project (FYP)
Nanyang Technological University