Análisis de la gestión logística de las empresas de mensajería y paquetería urbana en Guayaquil

Abstract

This study analyzes logistics management in urban courier and parcel delivery companies in the city of Guayaquil, considering the high demand for efficient delivery services in an urban environment defined by traffic congestion and infrastructure constraints. In this context, urban logistics becomes a key factor in ensuring delivery times are met and consumer satisfaction is achieved. The main objective of the research was to analyze the logistics management of these companies, identifying the main operational limitations, the use of digital technologies in distribution processes, and their influence on consumer satisfaction. The research was conducted using a mixed-method approach, with a non-experimental cross-sectional design and a descriptive scope. To collect information, structured surveys were administered to operational employees of urban courier companies, and semi-structured interviews were conducted with logistics supervisors. The results showed that factors such as route management, traffic congestion, the use of advanced technological tools, and the absence of emergency plans directly influence the efficiency of delivery processes and service quality. It was also determined that structured logistics management contributes to improving punctuality, service reliability, and customer understanding, while poor management contributes to delays, service unreliability, and customer dissatisfaction.