Solutions for home delivery service: Case of omnichannel fast-moving consumer goods retailers in the Mekong delta region

Abstract

This study aims at analysing the current situation and challenges related to home delivery activities that omnichannel fast-moving consumer goods retail chains are facing in the Mekong delta region. Based on a literature review and expert interviews, the research results showed that these retailers are struggling with some home-delivery-related challenges such as (1) Different requirements for storage conditions due to the perishability of the goods, (2) The problem of “customer not at home” and the time frame requirements for delivery, (3) Customer density and market penetration, and (4) Return management and handling of the returned goods. Given the above results, several solutions
are discussed to address the challenges of home delivery service in the Mekong delta in particular and in Vietnam in general.