TIMELY DELIVERY FACTORS OF PACKAGES IN COURIER AND LOGISTICS BUSINESS: THE CASE EXPRESSMAIL SERVICE (EMS)

This study investigates factors affecting the timely delivery of packages in the Express Mail Service (EMS) of the Ethiopian Postal Service. Using a quantitative approach with surveys from 169 employees, the research analyzed six key factors. The findings reveal that five factors have a statistically significant impact on On-Time Delivery (OTD). Operational issues (e.g., information accuracy, delivery models), human factors (e.g., experienced drivers, leadership), logistical capabilities (e.g., network coverage, IT), and external challenges like poor addressing systems/road congestion all positively influence OTD. Inefficient customs procedures and carrier performance were also significant but had a negative impact. Interestingly, customer-related issues were found to be statistically insignificant predictors. The regression model explained 71.3% of the variance in OTD. The study concludes by recommending that EMS management focus on improving internal operational accuracy, leadership, technological adoption, and fleet management, while also collaborating with government on addressing systems and streamlining customs processes to enhance delivery performance.