Abstract
This article aims to conduct a comprehensive examination of Amazon's strategic approaches to effectively meet customer expectations during the crucial phase of e-commerce last-mile delivery. The study investigates various factors influencing customer expectations and explores the consequences of meeting these expectations on customer satisfaction and subsequent purchasing behavior. Additionally, the research seeks to analyze the methods employed by Amazon to efficiently fulfill customer anticipations. Utilizing a quantitative research design, data is gathered through a cross-sectional survey involving 1000 individuals who are customers of the reputable online retailer Amazon. The collected data is subjected to analysis using descriptive statistics, correlation analysis, and regression techniques. The study's findings emphasize the significant impact of timely and accurate deliveries on customer satisfaction. Moreover, it underscores the influence of diverse factors, including but not limited to gender, age, and annual income, in shaping the intricate relationships between customers and their expectations in the e-commerce context.