Improving last-mile delivery in Amman: An exploratory study of challenges and solutions

Urban last-mile delivery (LMD) is a challenging and costly endeavor, particularly in developing cities. This study examines the challenges of LMD in Amman, Jordan, through a qualitative analysis of 20 semi-structured interviews with local logistics stakeholders. The respondents, including delivery drivers, fleet managers, coordinators, and others, provided insights into operational realities. The interviews were analyzed using thematic coding to identify key obstacles and potential enablers. Findings reveal that Amman’s last-mile sector faces critical cost pressures, driven by high fuel prices, vehicle maintenance, and labor expenses. Traffic congestion and infrastructure constraints (e.g., narrow streets, address issues) cause delivery delays and inefficiencies. Operational challenges peak during high-demand periods, as companies struggle with tight time windows and a lack of unloading zones. Intense price competition in the courier market is eroding profit margins, affecting service sustainability. Human resource issues also emerged, including difficulty retaining couriers and an aging workforce that struggles with physical and technological demands. Participants further highlighted environmental and sustainability pressures, noting limited adoption of green delivery modes due to infrastructure gaps. Policy and regulatory factors, such as parking restrictions, also hinder last-mile operations. The study contributes a contextual understanding of LMD challenges in a Middle Eastern city. It offers recommendations for local practitioners and policymakers, from investing in electric vehicles and route optimization systems to improving urban infrastructure and delivery regulations, and outlines recommendations for future research.