Background: The intense competition between grocery retailers to access new revenue streams has seen brick-and-mortar retailers broadening their services to offer consumers the option of ordering their groceries over the Internet. This is implemented through the implementation of different platforms such as their computer or mobile application − known as omnichannel retailing. Omnichannel grocery retailers are facing several challenges with the last mile of their online supply chain, especially with relation to the home delivery of groceries. Objectives: The purpose of the article was to gain an understanding of the nature of last-mile logistical challenges hindering the efficiency of an omnichannel grocery retailer in South Africa. Method: A qualitative methodology was employed; data were collected through an interview with the e-commerce operation manager of a well-known omnichannel grocery retailer in South Africa as well as through two focus group discussions conducted with consumers who regularly purchase items online and those who have never purchased any item online. Data were analysed using thematic analysis. Results: The findings suggested that there are four major last-mile logistical challenges facing the South African omnichannel grocery retailer considered in this study. The challenges are reliable order fulfilment, cold distribution chain requirements, physical distribution and reverse logistics . Conclusion: The findings of this article suggest that many of the last-mile challenges experienced by the omnichannel grocery retailer stem from the inefficient management of information (data) along the supply chain. To alleviate the last-mile logistical challenges identified in this article, emphasis should be placed on implementing a fully integrated information sharing system.

中文翻译：

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全渠道杂货零售商的最后一英里物流挑战：南非的观点

背景：杂货零售商之间争夺新收入来源的激烈竞争已经使实体零售商扩大了服务范围，从而为消费者提供了通过Internet订购杂货的选择。这是通过实现不同平台（例如其计算机或移动应用程序）（称为全渠道零售）来实现的。全渠道杂货零售商在其在线供应链的最后一英里面临着若干挑战，尤其是在杂货的家庭交付方面。目标：这篇文章的目的是要了解最后一英里的后勤挑战的性质，这些挑战阻碍了南非全渠道杂货零售商的效率。方法：采用定性方法。数据是通过与南非一家知名的全渠道杂货零售商的电子商务运营经理进行的访谈以及与定期在线购买商品和从未在线购买商品的消费者进行的两次焦点小组讨论而收集的。使用主题分析对数据进行分析。结果：调查结果表明，本研究考虑的南非全渠道杂货零售商面临着最后四英里的后勤挑战。挑战在于可靠的订单履行，冷链分配要求，物流和逆向物流。结论：本文的研究结果表明，全渠道杂货零售商经历的许多最后一刻的挑战都源于整个供应链中信息（数据）的低效管理。为了缓解本文确定的最后一英里的后勤挑战，应将重点放在实施完全集成的信息共享系统上。