THE ROOT CAUSE ANALYSIS OF LATE DELIVERY RATE IN E-COMMERCE SHIPMENTS THROUGH SERVICE LEVEL AGREEMENT, FIRST ATTEMPT DELIVERY, AND TRANSACTION CHARACTERISTICS EVALUATION
Keywords:
Late Delivery Rate, Service Level Agreement, First Attempt Delivery, Root Cause Analysis, E-Commerce LogisticsAbstract
The rapid growth of the e-commerce industry has increased distribution complexity and required logistics companies to maintain delivery timeliness in accordance with service standards. However, the increasing shipment volume is often accompanied by a higher Late Delivery Rate (LDR), which may reduce service quality, increase customer complaints, and expose companies to marketplace penalties. This study aims to analyze delivery performance based on Service Level Agreement (SLA) and LDR indicators, evaluate the influence of First Attempt Delivery (FAD) and transaction characteristics on delivery timeliness, and identify the root causes of increasing LDR in e-commerce shipments at PT Pos Indonesia. A descriptive qualitative approach based on Root Cause Analysis (RCA) was employed using operational e-commerce shipment data from January to March 2026. The analysis was conducted through operational performance evaluation, Pareto Analysis, Fishbone Diagram, and 5 Whys Analysis. The results indicate that LDR increased from 4.69% in January to 16.40% in March 2026, while SLA delivery performance declined from 96.72% to 91.29%. Pareto Analysis identified four dominant factors contributing to 70% of the increase in LDR, namely the rise in LDR itself, declining SLA performance, discrepancies between Shopee’s SLA and PT Pos Indonesia’s SLA calculations, and marketplace penalty risks. RCA findings reveal that the primary root cause is the lack of optimal real-time and integrated operational control, particularly in shipment monitoring, SLA management, data synchronization, and inter-unit coordination. This study contributes to logistics research by integrating SLA, FAD, transaction characteristics, and RCA within a unified operational evaluation framework. Furthermore, it provides a foundation for developing real-time monitoring systems and early warning mechanisms to improve e-commerce logistics service performance
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