Improving Small Parcel Delivery Efficiency and Sustainability: A Study of Lithuanian Private Delivery Company

Kristina Čižiūnienė, Greta Draugelytė, Edgar Sokolovskij () and Jonas Matijošius
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Kristina Čižiūnienė: Department of Logistics and Transport Management, Vilnius Gediminas Technical University, Plytinės Str. 25, 10105 Vilnius, Lithuania
Greta Draugelytė: Department of Logistics and Transport Management, Vilnius Gediminas Technical University, Plytinės Str. 25, 10105 Vilnius, Lithuania
Edgar Sokolovskij: Department of Automobile Engineering, Faculty of Transport Engineering, Vilnius Gediminas Technical University, Plytinės Str. 25, 10105 Vilnius, Lithuania
Jonas Matijošius: Mechanical Science Institute, Vilnius Gediminas Technical University, Plytinės Str. 25, 10105 Vilnius, Lithuania

Sustainability, 2025, vol. 17, issue 5, 1-19

Abstract: The paper provides an in-depth investigation of techniques for improving small parcel delivery services in a private logistics company, addressing significant difficulties in customer logistics service, particularly in the growing e-commerce industry. The study addresses a gap in the existing literature by assessing 170 documented customer complaints, with an emphasis on recurring issues such as improper delivery, delays, and damaged parcels. The methodological approach uses statistical tools to determine the magnitude of delivery challenges, integrating a review of the scientific literature with real data analysis. There are 28% complaints about faulty delivery and 26% about delays, according to the statistics. It is clear that systemic improvements are urgently needed. One strategy to improve service reliability and efficiency is to use automation technologies, such as drones, smart route optimization systems, and constant human training programs. While ensuring operational sustainability, these strategies aim to address the underlying causes of consumer dissatisfaction.

Keywords: sustainability; small parcel logistics; customer satisfaction; delivery efficiency; automation technologies (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2025
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