Customer satisfaction with last-mile delivery in Kenya: An online customer perspective

Background: An effective and efficient last-mile delivery service plays a critical role towards the growth of global online retail sales. In Kenya, customers have often been unwilling to shop again, mainly because issues. However, extent which are satisfied with remains unknown. This is despite significant potential that sector has, unrealised in country’s economy.Objectives: The key objective this study was establish customer satisfaction different elements offered by retailers Kenya.Method: A quantitative approach utilised. survey collected data from 467 (‘users’ ‘nonusers’) Nairobi. were subjected descriptive statistics mixed model analysis variance (ANOVA) determine outcome study.Results: ‘Users’ most options while ‘nonusers’ fees. both ‘users’ least returns. also found more options, tracking returns compared ‘nonusers’. There difference for ‘nonusers’.Conclusion: Online managers advised improve way they offer their customers. involves offering returning ordered goods, making it easy locate procedure on websites having clear policy.Contribution: advances understanding service, after comprehensive empirical evidence Kenya.