Asian Basic and Applied Research Journal

Purpose: This study investigated the relationship between real-time tracking, delivery timeliness, and customer trust in last-mile logistics among Generation Z students in Rivers State, Nigeria. The aim was to assess how technology-enabled delivery systems shape trust in logistics providers among a digitally fluent demographic. Despite the rapid growth of e-commerce in Nigeria, consumers, particularly Generation Z, face significant challenges related to trust in delivery services, including fraud, delivery delays, and lack of transparency.

Methodology: A descriptive quantitative research design was adopted. Data were collected from a stratified random sample of 400 students drawn across four government-owned universities. A structured questionnaire was used as the primary instrument, with items adapted from validated logistics frameworks. A pilot test with 40 students ensured clarity and reliability. Questionnaires were distributed over four weeks using a mixed-mode strategy that combined online platforms (email, WhatsApp, Instagram) with printed copies across departments and faculty centers. Validity was established through content, face, and construct checks, while reliability was confirmed using Cronbach’s alpha, composite reliability, and test-retest methods. Data were analyzed using SPSS (version 26) through descriptive statistics and multiple regression analysis to examine relationships between variables.

Findings: Results showed that real-time tracking had a strong positive association with customer trust (R² = 0.891), while delivery timeliness exhibited a moderate correlation with customer trust (R² = 0.506).

Originality: This study contributes to logistics and consumer behavior literature by providing empirical evidence from an under-researched context in sub-Saharan Africa.