Identifying the ways of delivery performance enhancements in Sri Lankan E commerce Logistics sector with special reference to the Cash on Delivery (COD) method: An Integrative …

Abstract

With the prompt growth of sophisticated technological environment, E-Commerce distribution services in Sri Lanka have flourished tremendously. Most logistics and courier companies in Sri Lanka have developed new platforms to step into the modern e-commerce trends to meet the dynamic demands. However, due to the lack of study on real procedures of last mile (LM) delivery has triggered bad reputations and highly dissatisfied customers around the country. Cash on delivery (COD) has been a foremost problem in Sri Lanka's E-commerce delivery systems, hence cash collection and customer rejection rates are much higher, contributing to the cause of both e-commerce vendors and couriers rising costs. Sri Lankan Logistics and Courier companies are still lacking the efficiency; compared to the high standards E commerce industry has set in the world. Therefore, the purpose of this study is to identify the solutions and strategies for performance enhancements of E-Commerce deliveries with special reference to CODs in order to overcome the associated issues and challenges. This scrutiny has been conducted using an integrative review approach and the literature published in relation to Sri Lankan and Global E-commerce deliveries and COD Services were reviewed. Through the effective categorization and integrative analysis of literature, issues and challenges that are being faced by the ecommerce logistics companies and the solutions and strategies for performance enhancements of ecommerce deliveries were identified in both global and local context. Finally a theoretical framework on COD Services which will be effective to Sri Lankan E commerce Logistics sector was suggested.