Improving E-Commerce Distribution through Last-Mile Logistics with Multiple Possibilities of Deliveries Based on Time and Location

Abstract

The rapid rise of electronic commerce has entailed an increase in logistic complexity, with last-mile logistics being the most critical element in deliveries. Since users prefer goods to be delivered at home, one of the biggest challenges faced by e-commerce is to reduce the number of incidents that occur in the delivery of goods to the homes of customers. In many cases, these deliveries cannot take place because recipients are not at the agreed delivery point, leading to a decrease in the quality of service and an increase in distribution costs. Furthermore, sometimes the delivery policies are not in tune with the customers’ expectations. This work presents a new perspective of the last-mile logistics in the context of multichannel retail, asking customers to provide several delivery locations (at home, at work, at a familiar home, in a shop, in a locker, etc.) associated with different time windows. In addition, the customer could state their preferences about these locations. This work formulates the problem and develops different approaches to solve it. A benchmark is proposed to analyze the performance and limitations. The results reveal that a distribution policy with several locations can improve the efficiency of electronic commerce by reducing delivery costs. The findings of this study have several implications for distribution companies.