A STUDY ON THE IMPACT OF LAST-MILE DELIVERY EFFICIENCY ON CUSTOMER SATISFACTION AND COST OPTIMIZATION IN QUICK COMMERCE (Q-COMMERCE).

In the rapidly evolving landscape of Q-Commerce, where ultra-fast delivery services are redefining consumer expectations, customer satisfaction with last-mile delivery has emerged as a critical success factor. This study investigates the key determinants influencing customer satisfaction, with a specific focus on the behavior and professionalism of delivery personnel. The research integrates perspectives on operational efficiency, technological advancements, and cost expectations to understand their collective impact on last-mile service satisfaction. Using data collected through a structured questionnaire (N=184), the study employs descriptive statistics, Pearson correlation, regression analysis, and ANOVA to examine relationships among variables. Findings reveal that factors such as real-time order tracking, fast delivery, and timely notifications significantly contribute to satisfaction levels. However, excessive or ineffective communication and delivery cost concerns can negatively influence customer perception. The regression model yielded a high R² value of 0.765, indicating a strong explanatory power of the combined predictors. The results emphasize the importance of balancing speed, technology, and cost-effectiveness to improve customer experience. This research provides actionable insights for Q-Commerce platforms aiming to optimize their last-mile delivery strategies and enhance overall service quality. Keywords: • Q-Commerce • Last-Mile Delivery • Customer Satisfaction • Operational Efficiency • Technological Factors • Cost Optimization • Real-Time Tracking • Delivery Personnel • Ultra-Fast Delivery • Consumer Expectations • Logistics Management • Regression Analysis • ANOVA • E-commerce Delivery • Service Quality