In this thesis, the quality of the last mile delivery service that LSPs offer to e-shoppers in Greece is assessed. E-commerce has become a leading retail channel, and the performance, effectiveness, and dependability of the last stage of the delivery process have a significant effect on customer satisfaction and loyalty.

The data was collected through an online questionnaire administered to 536 Greek respondents. The questionnaire consisted of three sections: demographic information, satisfaction with eight important last-mile service attributes, and assessment of 33 service-oriented statements. The aim was to measure overall satisfaction and to highlight service dimensions on which consumer perceptions are significantly different.

Results show that Greek customers are, in general, satisfied with the last-mile delivery services. Some of the key strengths are the professionalism of the delivery person and the hygiene. Still, there were areas where delays were noted: time of day and communication clarity in peak times, reporting and ordering fell behind target. Meanwhile, the descriptive analysis based on SPSS indicated that there was a significant diversity in customer satisfaction for various service items, which suggested that sellers and couriers need to work more effectively together.

It suggests that core logistics systems are predominantly efficient but that opportunities exist to enhance visibility and agility. This has implications for the management of these systems, which could be improved through the use of a real-time visibility tracking system, better integration of logistics data with retail data, and improved education of delivery personnel.

Because the scope of the study was restricted to the Greek market, its results can inform e-commerce operations (delivery websites) and logistics enterprises interested in improving last-mile efficiency. Subsequent studies can also examine consumer satisfaction by type of product or by urban and rural delivery zones in order to have more focused service enhancements.