Challenges and Opportunities of Omni-Channel Integration in Last-Mile Delivery Services for E-commerce in Vietnam : A Literature Review and Qualitative Approach
Nguyen, Tung (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025051913132
https://urn.fi/URN:NBN:fi:amk-2025051913132
Tiivistelmä
Vietnam's rapidly growing e-commerce sector underscores the critical role of last-mile delivery (LMD) for customer satisfaction. Concurrently, the imperative for omni-channel strategies to meet evolving consumer expectations is clear. Integrating these omni-channel approaches into LMD operations within the Vietnamese context presents significant opportunities alongside considerable challenges.
This study aimed to analyze these key challenges and opportunities. Specific objectives involved identifying key technological and infrastructural barriers, exploring ways to boost operational efficiency and gain com-petitive advantage, proposing strategic solutions, and assessing impacts on the sector's sustainable develop-ment.
A Systematic Literature Review (SLR) methodology was employed, synthesizing knowledge from relevant aca-demic publications and industry reports. Thematic synthesis was utilized to analyze the selected literature and derive key insights.
Key challenges identified include technological system integration complexities, limited real-time data visibil-ity, and significant infrastructural constraints within Vietnam. Conversely, major opportunities identified in-clude the potential for improved operational efficiency through resource and route optimization, and the ability to gain sustainable competitive advantages via service differentiation. Strategic solutions centering on technology adoption and infrastructure development were proposed.
Successful omni-channel LMD integration, though complex, was identified as essential for Vietnam's future e-commerce trajectory. A holistic approach addressing technological and infrastructural hurdles is crucial. Effec-tive implementation promises significant gains in operational performance, customer satisfaction, and overall sustainable industry growth.
This study aimed to analyze these key challenges and opportunities. Specific objectives involved identifying key technological and infrastructural barriers, exploring ways to boost operational efficiency and gain com-petitive advantage, proposing strategic solutions, and assessing impacts on the sector's sustainable develop-ment.
A Systematic Literature Review (SLR) methodology was employed, synthesizing knowledge from relevant aca-demic publications and industry reports. Thematic synthesis was utilized to analyze the selected literature and derive key insights.
Key challenges identified include technological system integration complexities, limited real-time data visibil-ity, and significant infrastructural constraints within Vietnam. Conversely, major opportunities identified in-clude the potential for improved operational efficiency through resource and route optimization, and the ability to gain sustainable competitive advantages via service differentiation. Strategic solutions centering on technology adoption and infrastructure development were proposed.
Successful omni-channel LMD integration, though complex, was identified as essential for Vietnam's future e-commerce trajectory. A holistic approach addressing technological and infrastructural hurdles is crucial. Effec-tive implementation promises significant gains in operational performance, customer satisfaction, and overall sustainable industry growth.