Logistics company governance in the improvement of last-mile delivery efficiency

Last-mile delivery is the final step in the process of providing logistics transportation services. Viettel Post’s last-mile delivery rate is lower than that of its direct competitors. With the goal of improving efficiency in last-mile delivery activities of logistics companies in general and Viettel Post company in particular. In this study, the author uses the logistics quality (LSQ) framework (Hartline & Ferrell, 1996) and the motivation-opportunity-ability (MOA) model framework (Maclnnis et al., 1991) as the foundation theory to clarify the influence of delivery staff’s own factors in the delivery staff’s performance and to improve last-mile delivery efficiency. The data sample was collected online from 295 delivery staff working at Viettel Post company, in the period from November 2023 to March 2024. Using quantitative research on the partial least squares structural equation modeling (PLS-SEM) linear structural model on the Statistical Package for the Social Sciences (SPSS) v. 20 and AMOS v. 20 software, the results showed that five influential factors were identified, including: 1) knowledge of employees (KNO), 2) employee skills (SKI), 3) employee income (INC), 4) job characteristics (JOB), and 5) company reputation (REP). Based on research, the study provides recommendations for Viettel Post company managers as well as for logistics companies to improve last-mile delivery efficiency.