Influence of delivery speed on consumer loyalty in E-commerce

This article examines the objectives and tasks of investigating the influence of delivery speed on consumer loyalty in e-commerce. The relevance of the topic is substantiated: in an environment of intensifying competition and ever-stricter last-mile requirements, delivery times have become a key element of the value proposition, directly affecting satisfaction, trust, and repeat purchases. The study aims to analyze how delivery promptness and the reliability of promised deadlines interact in shaping the behavioral intention to transact again. The novelty of the research lies in a comprehensive synthesis of industry statistics and primary empirical data, including structural modeling of trust and satisfaction mechanisms, assessment of the environmental and economic tail of ultra-fast delivery, and A/B testing of the Brave Books case. Net Promoter Score, CLV, and RPR metrics are combined for quantitative evaluation of returns on investment in delivery speed and accuracy. The main findings demonstrate that shortening the click–door cycle indeed increases conversion and repeat-order share; however, sustainable loyalty enhancement is attainable only by minimizing the service gap between promised and actual delivery times. An optimal promised speed strategy requires audience segmentation by time tolerance and willingness to pay, establishment of realistic SLAs, continuous monitoring of on-time delivery, and iterative acceleration through small improvements. Micro-fulfillment centers, AI-driven routing, and hybrid pricing models enable the combination of speed, accuracy, and economic sustainability, while integrated returns processes can turn even negative experiences into trust-building opportunities. This article will be useful for logistics managers, e-commerce marketers, supply-chain analysts, and researchers.