Analysis of Parcel Delivery Issues at ‘State Parcel Company’: An Examination of Customer Complaints and Interrelationships

Kristina Čižiūnienė (), Augustė Šiugždinytė and Jonas Matijošius
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Kristina Čižiūnienė: Department of Logistics and Transport Management, Vilnius Gediminas Technical University, Plytinės Str. 27, 10105 Vilnius, Lithuania
Augustė Šiugždinytė: Department of Logistics and Transport Management, Vilnius Gediminas Technical University, Plytinės Str. 27, 10105 Vilnius, Lithuania
Jonas Matijošius: Alytus Faculty, Kauno Kolegija Higher Education Institution, 17 Studentų Street, 62252 Alytus, Lithuania

Logistics, 2025, vol. 9, issue 1, 1-15

Abstract: Background: The research presented here looks into ongoing problems with the package delivery services of a State parcel company, especially concerning damaged, wrongly delivered, late, and missing packages. These problems greatly affect customer satisfaction, so it is important to understand how they are connected. Methods: Three hundred and seventy-five customer complaints made between 2021 and 2023 were analyzed. Paniotto’s method was used to ensure that the study data accurately represented the situation. Pearson’s correlation coefficients helped find statistical links between different delivery problems. Results: The analysis revealed significant linkages among the core delivery issues. A strong positive correlation was found between damaged shipments and misdelivered shipments (r = 0.93835) and between prolonged delivery delays and lost goods (r = 0.9188). These findings suggest that addressing one issue may reduce the prevalence of others, given their tendency to coexist. Conclusions: The study emphasizes the necessity for the State parcel firm to execute a comprehensive strategy to improve the overall quality of parcel delivery services. Addressing concerns such as poor delivery and delays is critical since they are closely related to package damage and loss, which affects customer satisfaction.

Keywords: parcel delivery issues; damaged shipments; delivery delays; customer complaints; parcel locker (search for similar items in EconPapers)
JEL-codes: L8 L80 L81 L86 L87 L9 L90 L91 L92 L93 L98 L99 M1 M10 M11 M16 M19 R4 R40 R41 R49 (search for similar items in EconPapers)
Date: 2025
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