Delivery services are essential for connecting customers with products, especially in the era of e-

commerce. However, delivery services face many challenges and inefficiencies in the last mile, which is
the final stage of delivering goods from the nearest hub to the customer's destination. The last mile
challenge is a common problem in logistics that affects customer satisfaction and profitability. It involves
factors such as transportation modes and costs, road conditions and traffic, customer expectations and
feedback, and environmental impacts. ¹²³

Odiongan is a coastal municipality in the province of Romblon, Philippines. It is the largest and most
populous municipality in the province, and a major port and commercial center. ⁴⁵⁶ However, Odiongan
also faces the last mile challenge in its delivery services, due to its limited transportation options, poor
road conditions, and geographic isolation. ⁷ These factors affect the quality and reliability of delivery
services, as well as the satisfaction and loyalty of customers in Odiongan.

The purpose of this research is to explore how to enhance delivery services and customer satisfaction in
Odiongan, Romblon, by identifying the main causes and effects of the last mile challenge and proposing
feasible and effective solutions. This research will contribute to the literature on the last mile challenge,
as well as provide practical implications for the delivery service providers and customers in Odiongan.
This research will also address the gap in knowledge on the last mile challenge in the context of
Odiongan, Romblon, which has not been extensively studied before.

Conceptual Framework:

The conceptual framework of this study is based on the independent-dependent variable model, which
shows how the causes and effects of the last mile challenge affect the delivery services and customer
satisfaction in Odiongan Romblon. The independent variables are the factors that cause the last mile
challenge, such as transportation modes and costs, road conditions and traffic, and geographic isolation.
The dependent variables are the factors that are affected by the last mile challenge, such as delivery
time and quality, customer satisfaction and loyalty, and environmental impacts. The study assumes that
there is a significant relationship between the independent and dependent variables, and that the last
mile challenge negatively affects the delivery services and customer satisfaction in Odiongan Romblon.
The study also hypothesizes that there are potential solutions for improving the delivery services and
customer satisfaction in Odiongan Romblon, such as using drones, bicycles, or local partners, and that
these solutions are feasible and effective in terms of technical, economic, social, and environmental
aspects.

Theoreticak Framework:
The theoretical framework of this study is based on two main theories related to delivery services and
customer satisfaction. The first theory is the service quality model proposed by Parasuraman, Zeithaml,
and Berry (1985), which identifies five dimensions of service quality: reliability, responsiveness,
assurance, empathy, and tangibles. This theory helps to measure and improve the quality of delivery
services in Odiongan, Romblon, by assessing the gap between customer expectations and perceptions.
The second theory is the expectation-confirmation theory developed by Oliver (1980), which explains
how customer satisfaction is influenced by the confirmation or disconfirmation of their pre-purchase
expectations. This theory helps to understand and enhance customer satisfaction and loyalty in
Odiongan, Romblon, by examining the relationship between expectations, perceived performance, and
satisfaction. By using these theories, this study aims to answer the research questions and propose
feasible and effective solutions for enhancing delivery services and customer satisfaction in Odiongan,
Romblon.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its
implications for future research. Journal of Marketing, 49(4), 41-50.

Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions.
Journal of Marketing Research, 17(4), 460-469.

General questions:

- What are the main challenges and opportunities of delivery services in Odiongan, Romblon?

- How does the last mile challenge affect customer satisfaction and loyalty in Odiongan, Romblon?

- What are the best practices and innovations for solving the last mile challenge in similar contexts?

Specific questions:

- What are the current modes and costs of transportation for delivery services in Odiongan, Romblon?

- What are the road conditions and traffic patterns in Odiongan, Romblon and how do they impact
delivery time and quality?

- How do customers in Odiongan, Romblon perceive and evaluate delivery services and what are their
expectations and preferences?

- What are the potential solutions for improving delivery services and customer satisfaction in Odiongan,
Romblon, such as using drones, bicycles, or local partners?
- How feasible and effective are the proposed solutions in terms of technical, economic, social, and
environmental aspects?

Questionnaire for customers

- How often do you use delivery services in Odiongan, Romblon?

- Daily

- Weekly

- Monthly

- Occasionally

- Never

- What are the main reasons you use delivery services?

- Convenience

- Speed

- Safety

- Variety

- Other (please specify)

- How satisfied are you with the overall delivery experience in Odiongan, Romblon?

- Very satisfied

- Satisfied

- Neutral

- Dissatisfied

- Very dissatisfied

- What are the most important factors that influence your satisfaction with the delivery service?

- Delivery time

- Delivery cost
 - Delivery quality

- Delivery options

- Delivery communication

- Other (please specify)

- How likely are you to recommend the delivery service you used to a friend or colleague?

- Very likely

- Likely

- Neutral

- Unlikely

- Very unlikely

- What are some suggestions or feedback you have for improving the delivery service in Odiongan,
Romblon?

Questionnaire for delivery riders

- How long have you been working as a delivery rider in Odiongan, Romblon?

- Less than 6 months

- 6 months to 1 year

- 1 year to 2 years

- More than 2 years

- What are the main challenges you face as a delivery rider in Odiongan, Romblon?

- Traffic congestion

- Road conditions

- Parking availability

- Customer complaints
 - Safety issues

- Other (please specify)

- How satisfied are you with the support and incentives provided by the delivery provider you work for?

- Very satisfied

- Satisfied

- Neutral

- Dissatisfied

- Very dissatisfied

- What are the most important factors that influence your satisfaction with the delivery provider you
work for?

- Payment rate

- Payment frequency

- Payment method

- Training and guidance

- Recognition and rewards

- Other (please specify)

- How likely are you to continue working as a delivery rider in Odiongan, Romblon?

- Very likely

- Likely

- Neutral

- Unlikely

- Very unlikely

- What are some suggestions or feedback you have for improving the delivery provider you work for?.