Same day delivery in B2C e-commerce systems in the UAE context

This work aimed to investigate the effect of various factors on cost, customer satisfaction and cycle time with respect to same day delivery (SDD). Using survey and Pareto chart, four factors were identified as the most important: logistics resources ownership, operations management, IT infrastructure, and facility location. Analysis of variance (ANOVA) revealed that all the four factors were significant for cost. For customer satisfaction and cycle time, all factors except logistics resources ownership were found to be significant. Correlation between cost, customer satisfaction and cycle time was studied and regression models were developed. A multi-objective optimisation model was used to find the best levels of the significant factors to optimise SDD. Analytic hierarchy process (AHP) was used to determine the relative weights for the cost, customer satisfaction and cycle time. The findings would help e-retailers in decision-making. Since the survey was conducted in UAE, the result would be limited to UAE.