ADOPTION OF EMERGING TECHNOLOGIES IN LAST MILE DELIVERY
| dc.contributor.author | Sandrine Umuhirewase | |
| dc.date.accessioned | 2025-10-06T13:24:55Z | |
| dc.date.available | 2025-10-06T13:24:55Z | |
| dc.date.issued | 2025-09-12 | |
| dc.description | Under-graduate thesis | |
| dc.description.abstract | ABSTRACT The study titled “Adoption of Emerging Technologies in Last-Mile Delivery: Opportunities and Challenges. A Case Study of Jumia” aimed to investigate how emerging technologies influence delivery speed and accuracy, reduce operational costs while improving efficiency, and enhance customer satisfaction in Jumia’s last-mile delivery operations. A descriptive cross-sectional research design was employed, utilizing a mixed-methods approach. Quantitative data were collected using structured questionnaires distributed to 80 selected employees, including delivery personnel and customer service representatives, to measure delivery outcomes and operational efficiency. Qualitative data were gathered through semi-structured interviews with operations and logistics staff to explore deeper their experience and perceptions of technology implementation. Probability (simple random) and non-probability (purposive) sampling were employed to realize representativeness and richness of data. Descriptive and inferential statistics were utilized for quantitative responses, and thematic content analysis for qualitative responses. The findings proved that emerging technologies significantly improve delivery speed, accuracy, and operating efficiency at Jumia. Technologies such as real-time tracking, route optimization, and automation systems improved delivery reliability, minimized errors, and minimized delays. Cost-effectiveness was realized through reduced fuel consumption, lower customer service costs, and easier order processing. Besides, customer satisfaction was positively impacted via timely notifications, correct deliveries, enhanced communication, and transparency, leading to increased loyalty and trust. Generally, technology adoption was proven to be a major driver of competitiveness and performance in last-mile delivery. Based on these findings, the study recommends that Jumia needs to keep investing in advanced technologies such as Artificial Intelligence (AI), Internet of Things (IoT), and predictive analytics in order to increasingly accelerate delivery speed, accuracy, and operational efficiency. The company should also utilize automated systems for warehouse and routing management, create centralized digital communication interfaces, and provide continuous training to staff on new emerging technologies. | |
| dc.identifier.uri | https://hdl.handle.net/20.500.12311/2981 | |
| dc.language.iso | en | |
| dc.publisher | Uganda Christian University | |
| dc.title | ADOPTION OF EMERGING TECHNOLOGIES IN LAST MILE DELIVERY | |
| dc.type | Thesis |