Last-Mile Delivery Challenges Among Couriers: A Driver Perspective

Abstract

The most operationally-sensitive and cost-heavy part of a logistics chain, last-mile delivery has been subject to little research but has been viewed mainly through system-, firm-, or customer-focused lenses, with relatively little scrutiny given to the execution reality of couriers. The thesis examines the problem of last-mile delivery in courier terms in Helsinki, Finland, and compares food delivery courier services via the Wolt platform to parcel delivery drivers via PKS Jakelu. Three research questions guide the study: what are the main issues faced by couriers when executing the last mile; how these issues impact the outcomes of delivery and everyday working experience; and what coping measures do drivers use and what suggestions do they make. Based on the Job Demands Resources (JD–R) framework and time-based operational constructs such as service time, lead time, and non-value-added (NVA) time the study follows the qualitative methodology. Semi-structured interviews (Eleven) were held with seven Wolt food delivery couriers, and four PKS Jakelu parcel delivery drivers all of which had at least two years of active experience in Helsinki. Thematic analysis framework of Braun and Clarke (2006) was used to analyse the data. The results show that there are four common types of operational friction, namely pickup delays, parking limitations, difficulties in accessing the building, and customer-side information issues. The resulting frictions cause cascading time losses in NVA which directly affect timeliness and reliability of delivery. A time pressure was reported to be sustained, physical and mental fatigue was reported as well, and in the instance of Wolt opaque algorithmic management, which exacerbated perceived stress, it was reported by couriers in both service contexts. Another financial requirement that increased the earnings-related pressure was a previously underreported structural problem, the third-party ID renting in the range of 600 to 800 euros per month, which was found in Wolt couriers. The strategies of coping were focused on learning the route experiences, pre-shift planning, and management of exceptions in real-time. Suggested changes were proper order readiness signalling, specific delivery parking facilities, better pre-sorting procedures and structural reorganization of subcontracting and ID-renting procedures. The research adds a courier-level empirical view to the last-mile logistics research and provides practical advice to the operators of platforms and logistics service providers.