The Effect of Last-Mile Delivery Innovations on Customer Satisfaction in E-Commerce Logistics in Lagos State

The exponential growth of e-commerce in Nigeria, accelerated by digital payment adoption and mobile internet penetration, has placed last-mile delivery operations at the centre of customer experience in Lagos State, South West Nigeria. This study empirically investigates the effect of last-mile delivery innovations, specifically motorcycle dispatch, smart locker networks, and crowdsourced delivery, on customer satisfaction in the Lagos e-commerce market. A survey of 480 online shoppers is conducted, measuring satisfaction across dimensions of delivery speed, package security, delivery flexibility, cost, and communication quality. Service quality perceptions are collected for each delivery innovation type, and structural equation modelling is applied to test the hypothesized relationships between delivery innovation characteristics and overall customer satisfaction. Delivery success rate data and customer complaint records are obtained from three logistics providers to validate self-reported measures. Results indicate that delivery speed and package security are the two strongest predictors of customer satisfaction across all delivery modalities. Crowdsourced delivery generates significantly lower package security satisfaction scores than the other two modalities, while smart locker networks score highest on delivery flexibility. The study identifies customer segments differentiated by sensitivity to speed versus cost, providing a basis for targeted service design. Recommendations include investing in parcel tracking technology, establishing quality control protocols for crowdsourced delivery, and expanding smart locker deployments in high-density residential areas. Keywords: last-mile delivery, e-commerce, customer satisfaction, Lagos State, logistics innovation