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RESEARCH METHODOLOGY
CHAPTER 1 GUIDELINES
BACHELOR

FORMAT:
• FONT: Times New Roman
• FONT SIZE: 12
• INDEX: spacing 1.5
• leave a line between topics
• add space between paragraphs
• MARGIN: 3cm left, 2.5cm, bottom, 2.5cm right, 2.5cm top

COMPONENT:
COVER PAGE – MUST logo, title, student name, student id, department,
supervisor
CONTENT PAGE
LIST OF TABLES
LIST OF FIGURE:
1.0 Introduction – lavakrishna
1.1 Background of the study - lavakrishna
1.2 Problem statement (3) – heervenraj
1.3 Objectives of the Study – Atikah
1.4 Research Question – heervenraj & Lavakrishna
1.5 Research Hypothesis – ayuni
1.6 Significance of study - ashvin
1.7 Limitations of the study – ayuni
1.8 Structure - ashvin
1.9 Definition – Atikah
REFERENCES

CONTENT:
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  What strategies can be implemented to surpass the late delivery- in e-commerce and
logistics overall in Malaysia

 Problem statement - late deliveries. – who is the author? – challenges (

1.0 Introduction (1 - 2 paragraph) LAVAKRISHNA

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i. Describe the topic of the study, why the study needs to be conducted (gap), and the
potential implications.

Introduction:
This study examines strategies to mitigate late deliveries in the e-commerce and logistics
sector in Malaysia. The focus is on identifying effective solutions that can enhance the
reliability and efficiency of delivery services, thereby improving customer satisfaction and
operational performance. In Malaysia, the rapid growth of the e-commerce sector has
placed significant pressure on logistics providers to deliver goods on time. However, late
deliveries remain a persistent issue, negatively impacting customer satisfaction and trust.
Despite various efforts to improve logistics performance, there is still a lack of
comprehensive strategies that specifically address the unique challenges faced by the
Malaysian e-commerce logistics industry. This study seeks to fill this gap by investigating
and proposing practical strategies to overcome late delivery problems. The outcomes of
this study have the potential to substantially improve the efficiency and reliability of e-
commerce logistics in Malaysia. Academically, the study will contribute to the body of
knowledge on logistics management and e-commerce by providing a detailed analysis of
the factors contributing to late deliveries and proposing targeted solutions. Practically, the
findings can assist e-commerce businesses and logistics providers in implementing
effective strategies to reduce delivery times, enhance customer satisfaction, and gain a
competitive edge. Furthermore, the insights gained from this study can inform
policymakers in developing supportive regulations and infrastructure improvements to
bolster the e-commerce logistics ecosystem in Malaysia.

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ii. Preview the major sections of the chapter.

Overview:

The literature review will explore existing studies and theories related to e-commerce
logistics and delivery performance, with a particular focus on identifying key factors
contributing to late deliveries. This review will help establish a theoretical foundation for
the study and highlight gaps that the current research aims to fill.

 E-commerce Growth and Logistics Challenges:

E-commerce has grown exponentially in recent years, leading to increased demand for
efficient and reliable logistics services. Studies such as those highlight the critical role of
logistics in ensuring customer satisfaction and repeat business in the e-commerce sector.
The rapid growth of e-commerce in Malaysia, as reported has put immense pressure on
logistics providers to meet delivery expectations.

Key Factors Contributing to Late Deliveries:

 Infrastructure Limitations:

 Transport Network: Poor infrastructure, including inadequate road networks and

traffic congestion, can significantly delay deliveries. Research to demonstrates that
transportation issues are a major cause of late deliveries in urban and rural areas.

 Warehouse and Distribution Centers: Inefficient warehouse operations and

insufficient distribution centers can cause delays in processing and dispatching
orders, as discussed.

 Technological Factors:

 Lack of Advanced Tracking Systems: Studies such as articles have shown that
outdated or absent tracking systems prevent real-time monitoring of delivery
progress, leading to delays and customer dissatisfaction.

 Automation in Warehousing: The absence of automation technologies in warehouses

contributes to slow order processing times accordingly.

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 Human Resource Issues:

Skill Gaps: Insufficiently trained staff can lead to errors and inefficiencies in the logistics
process, as highlighted.

Labor Shortages: The shortage of skilled labor, especially during peak seasons, exacerbates
delays, as reported.

 Operational Inefficiencies:

Order Fulfillment Processes: Inefficient order fulfillment processes, including picking,

packing, and shipping, are critical bottlenecks identified in studies.

Last-Mile Delivery Challenges: The last mile is often the most complex and costly of the
delivery process. Issues such as incorrect addresses and delivery personnel shortages are
major factors contributing to late deliveries, accordingly.

 External Factors:

Regulatory and Compliance Issues: Regulatory requirements and customs procedures can
delay cross-border shipments.

Environmental Factors: Weather conditions and natural disasters can disrupt delivery
schedules as a point emphasized.

Strategies to Mitigate Late Deliveries:

 Improving Infrastructure

Investment in Road and Transport Networks: Enhancing infrastructure can significantly

reduce delivery times. Studies recommend government and private sector collaboration for
infrastructure development.

Expanding Warehousing Facilities: Increasing the number of warehouses and distribution

centers, especially in strategic locations, can improve delivery efficiency.

 Adopting Advanced Technologies

Real-Time Tracking Systems: Implementing advanced tracking systems can provide

transparency and predictability in delivery times.

Warehouse Automation: Automation technologies, such as robotics and AI, can streamline
warehouse operations and reduce order processing times.
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 Enhancing Workforce Management

Training and Development Programs: Regular training programs can equip staff with the
necessary skills and reduce errors.

Flexible Staffing Solutions: Employing temporary or part-time staff during peak seasons
can address labor shortages.

 Optimizing Operational Processes

Efficient Order Fulfillment Systems: Implementing efficient order management systems can
streamline the entire order fulfillment process.

Improving Last-Mile Delivery: Innovative solutions such as delivery lockers and

partnerships with local delivery services can address last-mile challenges.

 Addressing External Factors

Streamlining Regulatory Compliance: Simplifying regulatory processes and customs

procedures can expedite cross-border deliveries.

Disaster Preparedness Plans: Developing contingency plans for natural disasters and
adverse weather conditions can mitigate their impact on delivery schedules.

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Methodology:

Research Design:
The research design outlines the overall strategy used to integrate the different components
of the study coherently and logically, ensuring that the research problem is effectively
addressed.

1. Research Approach This study adopts a mixed-methods approach, combining both

qualitative and quantitative research methods. This approach allows for a comprehensive
analysis of the factors contributing to late deliveries and the effectiveness of various
strategies to mitigate them.

2. Research Type:
 Descriptive Research: To identify and describe the key factors contributing to late
deliveries in the e-commerce logistics sector in Malaysia.
 Exploratory Research: To explore potential strategies for mitigating late deliveries
and assess their feasibility and effectiveness.

Data Collection Methods:

Data collection is a critical part of the research methodology, as it provides the information
needed to answer the research questions.

1. Primary Data Collection

 Surveys: Structured questionnaires will be distributed to logistics managers, e-
commerce businesses, and delivery personnel to gather quantitative data on the
prevalence and impact of late deliveries and the current strategies in place.
 Interviews: Semi-structured interviews with key stakeholders in the e-commerce and
logistics sectors will be conducted to gain qualitative insights into the challenges
faced and the potential solutions.

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2. Secondary Data Collection
 Literature Review: A thorough review of existing literature, including academic
journals, industry reports, and case studies, will be conducted to identify previously
documented factors contributing to late deliveries and successful mitigation
strategies.
 Industry Reports: Analysis of industry reports and white papers will provide
additional context and data on the current state of e-commerce logistics in Malaysia.
Sampling:
1. Target Population.
 Logistics providers.
 E-commerce businesses.
 Delivery personnel.
 Customers (for survey data on satisfaction and expectations).

2. Sampling Technique
 Stratified Random Sampling: To ensure representation from various segments of the
logistics and e-commerce sectors, the sample will be divided into different strata
(e.g., large vs. small logistics providers, urban vs. rural areas).
 Purposive Sampling: For qualitative interviews, participants will be selected based
on their expertise and relevance to the study topic.

Data Analysis Techniques

1. Quantitative Data Analysis
 Descriptive Statistics: Used to summarize the data collected from surveys, providing
an overview of the prevalence of late deliveries and the effectiveness of different
strategies.
 Inferential Statistics: Techniques such as regression analysis will be employed to
identify the relationships between different factors and late delivery occurrences.

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2. Qualitative Data Analysis
 Thematic Analysis: Interview transcripts will be analyzed to identify common
themes and patterns related to the challenges in e-commerce logistics and the
potential strategies for improvement.
 Content Analysis: Secondary data will be examined to extract relevant information
and insights that support the findings from primary data.

Research Validity and Reliability:

1. Validity
 Internal Validity: Ensuring the research accurately measures what it intends to
measure through careful design of survey questions and interview protocols.
 External Validity: Enhancing the generalizability of the findings by using a diverse
sample that represents the broader population of the e-commerce and logistics
sectors in Malaysia.

2. Reliability
 Consistency: Ensuring the reliability of the data collection instruments through pilot
testing of surveys and interview guides.
 Replicability: Providing detailed documentation of the research methodology to
allow future researchers to replicate the study.

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1.1 Background of the study (1 - 2 pages) LAVAKRISHNA
i. Briefly, summarize the research literature that outlines the scope of the study topic
and indicate that this is a current problem.

Research Literature:
The e-commerce industry in Malaysia has experienced rapid growth over the past decade,
significantly increasing the demand for efficient and reliable logistics services. Studies
such as those by Lim et al. (2019) and Lee et al. (2021) highlight that timely delivery is
crucial for customer satisfaction and retention in e-commerce. Despite advancements in
logistics infrastructure and technology, late deliveries remain a persistent issue. Research
by Tan and Rahman (2020) and Wong et al. (2022) points to various factors contributing
to this problem, including inadequate infrastructure, last-mile delivery challenges,
technological shortcomings, and human resource issues.

ii. You can use this literature to trace the problem from its initiation to its current state.

Tracing the Problem from Initiation to Current State:

The issue of late deliveries in Malaysia's e-commerce sector can be traced back to the
early 2010s when online shopping began to gain popularity. Initially, logistics networks
were not equipped to handle the sudden surge in demand, leading to frequent delays (Yap
& Ng, 2013). As e-commerce continued to grow, the strain on logistics providers
intensified. Efforts to expand infrastructure and integrate new technologies were made,
yet they lagged behind the rapid growth of e-commerce. By 2020, the COVID-19
pandemic further exacerbated the problem as lockdowns and increased online shopping
demand overwhelmed the logistics systems (Aziz & Sulaiman, 2021). Today, late
deliveries remain a significant challenge, affecting customer satisfaction and trust in e-
commerce platforms (Mahmood et al., 2023).

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iii. Describe the gap in the literature that the study will address.

GAP in the Literature:

While existing literature provides valuable insights into the factors contributing to late
deliveries, there is a notable gap in comprehensive, empirical studies that offer practical
strategies tailored to the Malaysian context. Most studies, such as those by Lim et al.
(2019) and Tan and Rahman (2020), focus on identifying problems rather than proposing
and testing specific solutions. Additionally, there is limited research on how innovative
technologies and local logistics solutions can be effectively implemented to address these
issues in Malaysia.

iv. End the section on why the study is needed; this must go beyond just filling a gap in the
literature.

Why the Study is Needed:

This study is necessary not only to fill the identified gap in the literature but also to provide
actionable strategies that can significantly enhance the efficiency of e-commerce logistics in
Malaysia. Beyond academic contributions, this research aims to deliver practical benefits:

1. Economic Impact: Improving logistics performance can boost the e-commerce

sector's contribution to Malaysia's economy, enhancing competitiveness on a
regional and global scale.
2. Consumer Satisfaction: By reducing late deliveries, e-commerce platforms can
improve customer satisfaction, leading to increased trust and higher repeat purchase
rates.
3. Operational Efficiency: Logistics providers can achieve greater operational
efficiency, reducing costs associated with delays and improving profitability.
4. Policy Implications: The study's findings can inform policymakers in developing
supportive infrastructure and regulatory frameworks to facilitate smoother logistics
operations.
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 1.2 Problem statement (about ½ a page) HEERVENRAJ
i. Offer a strong opening here with a powerful (cited) statement that will grab the
reader’s attention.
ii. Follow the opening statement with a staggering statistic that validates the existence of
the current problem (also cited).
iii. State the research problem. iv. Frame the problem in a way that builds upon or
counters previous research findings focusing primarily on research conducted in the
last 5 years.
v. Address a meaningful gap in the current research literature.
v. You may choose to include both the general problem statement (a broad concept of
the problem), and the specific problem statement (the focus of the study).
vi. Use key words such as “the specific problem is …” and be sure to indicate a problem
as a gap between the current state of a situation and the desired state of a situation
vii. Your sentence that directly states the research problem should be a variation of your
central research question to ensure alignment.

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1.3 Objectives of the study (½ - 1 page) ATIKAH
i. State the general objective
ii. State the specific
objectives
- to analyze, to investigate, to identify, to determine……

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 1.4 Research Question (½ - 1 page) HEERVENRAJ
i. State the research questions (turn the objectives into questions)

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1.5 Research Hypothesis (1-2 pages) AYUNI
i. State all the hypothesis to be achieved by the end of this research – based on each
objective
ii. Null and alternative

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1.6 Significant of study ((½ - 1 page) ASHVIN

The need to research methods to overcome late delivery in Malaysian logistics and
e-commerce is multidimensional; it includes theoretical progress, real-world enhancements,
and closing a significant knowledge vacuum.
First, by adding to the body of current knowledge on supply chain and logistics
management—especially in Southeast Asia—this work improves theory (Mangan &
Lalwani, 2016). While cost reduction and efficiency are frequently the main foci of
traditional supply chain theories, this paper presents a customer-centric viewpoint that
emphasizes the value of delivery dependability and customer happiness. The paper offers a
thorough framework to comprehend and reduce delivery delays by combining ideas from
information systems, customer relationship management, and operations management. This
theoretical contribution is essential since it not only enhances scholarly debates but also
offers a foundation for next studies to expand upon (Mangan & Lalwani, 2016).
Practical developments-wise, the study provides useful information for Malaysian e-
commerce and logistics businesses. The techniques listed, such improving customer
communication, using data analytics, and streamlining supply chain management, are meant
to tackle the particular difficulties these businesses are facing. Predictive analytics and real-
time tracking systems, for example, can greatly lower the number of late deliveries, which
raises customer happiness and loyalty. Moreover, the report offers a road map for businesses
to update their processes and maintain their competitiveness in a market that is changing
quickly because of its focus on technology adoption, such BlockChain and IoT (Dorri,
Kanhere & Jurdak, 2017). These doable suggestions can be modified by corporations in
different areas with comparable logistical difficulties in addition to Malaysian companies.
By concentrating on Malaysia, a developing nation with particular logistical and
infrastructure issues, this study also closes a major vacuum in the literature. While the
majority of e-commerce logistics research now in publication is focused on industrialized
nations with sophisticated infrastructure, this paper tackles the subtleties of operating in a
less developed environment. It draws attention to problems that are sometimes disregarded
in more comprehensive research, such traffic congestion (Akhtar & Moridpour, 2021), legal
limitations, and the wide geographic dispersal of consumers (Manzaneda, Rey & Boulay,

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2007). In this way, it delivers customized solutions that are more likely to work in this
situation and a more complex grasp of the logistical difficulties in Malaysia.

1.7 Limitations of the study (about 1 page)

i. Describe limitations of the study related to design and / or methodological
weaknesses.
ii. Describe any biases that could influence study outcomes and how they are addressed.
iii. Describe reasonable measures to address limitations.

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1.8 Structure (about 1 page) ASHVIN

In logistics and e-commerce, late delivery is a big problem that could affect client happiness
and the reputation of the company. There are a number of ways in Malaysia to deal with and
overcome late delivery problems. To do this, the study needs five chapters, each with a
particular function within the broader framework of this dissertation.
The first chapter would be Introduction, which presents background material, defines the
research problem, and outlines the goals and relevance of the study, is the first chapter and
establishes the framework for the research.

An extensive literature review takes up the second chapter. Examining earlier research
projects connected to the subject at hand is the main emphasis of this chapter. It summarizes
what is already known, points out gaps in the literature, and places the present work in the
larger framework of continuing scholarly discussions. Justifying the research questions and
developing the theoretical framework depend heavily on this literature review.
Third chapter is of Methodology, explores the study's research methodology and design. The
approach, methods of data collecting, and data analysis of the study are all described in
great depth.

The results of the research are presented in the fourth chapter. Clearly and systematically
presenting the study's results is the focus of this chapter. It comprises the data analysis that
emphasizes important discoveries and patterns that surfaced during the study process.
The fifth chapter, Conclusion, wraps up the dissertation at last. It also offers suggestions for
the next studies and useful implementations of the findings.

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1.9 Definitions (1-2 pages) ATIKAH
i. Define terms used in the study that have specific meanings in this context.
ii. Do not include common terms or terms that can easily be looked up in a dictionary.
iii. Include citations that identify support in the professional literature for the definition
or operational definition.
iv. All definition citations should be from peer-reviewed literature.
v. Definitions should be formatted according to guidelines as well as alphabetized. ]

References

Akhtar, M., & Moridpour, S. (2021). A review of traffic congestion prediction using
artificial intelligence. Journal of Advanced Transportation, 2021, 1-18.

Dorri, A., Kanhere, S. S., & Jurdak, R. (2017, April). Towards an optimized blockchain for
IoT. In Proceedings of the second international conference on Internet-of-Things design
and implementation (pp. 173-178).

Mangan, J., & Lalwani, C. (2016). Global logistics and supply chain management. John
Wiley & Sons.

Manzaneda, A. J., Rey, P. J., & Boulay, R. (2007). Geographic and temporal variation in
the ant–seed dispersal assemblage of the perennial herb Helleborus foetidus L.
(Ranunculaceae). Biological Journal of the Linnean Society, 92(1), 135-150.

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