Last mile deliveries of e-commerce orders: a cross analysis of consumers' ans carriers' perceptions.
Resumo
The evolution of e-commerce has triggered a true revolution in the
market. Due to that, the increase of deliveries changed the urban freight pattern
flows and vehicles’ traffic in the cities. These changes have consequences in
technological, economic, environmental and social aspects. It is important to
highlight that the adoption of good practices and strategies in e-commerce last
mile distribution can influence positively the society in general. According to
the literature, there is a high potential to use new technologies in the last mile to
increase the customer experience, reduce costs, increase security, and support
city environmental when delivering e-commerce purchases. Therefore, the aim
of this study is to diagnose the e-commerce last mile delivery evaluating new
technology solutions proposed by the literature and considering the perceptions
from customers and e-commerce carriers. The used method was survey
questionnaires applied to consumers and carriers in order to get different
perceptions between them in São Paulo city. This region was chosen due to its
relevance in the Brazilian demand and complexity in last mile delivery related
to productivity, security and urban mobility. Customers and carriers consider
more relevant performance and convenience aspects in relation to e-commerce
delivery. However, carriers have a greater concern than customers with the
points of infrastructure and environment. Demographic and risk data from São
Paulo were also analysed and the results support the strategy definition to have
pick up points being used to delivery e-commerce purchases in the São Paulo
city, predominantly in the most distant areas of the city center.
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