Analysis of Parcel Delivery Issues at ‘State Parcel Company’: An Examination of Customer Complaints and Interrelationships
<i>Background:</i> 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 t...
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MDPI AG
2025-01-01
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| Series: | Logistics |
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| Online Access: | https://www.mdpi.com/2305-6290/9/1/16 |
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| author | Kristina Čižiūnienė Augustė Šiugždinytė Jonas Matijošius |
| author_facet | Kristina Čižiūnienė Augustė Šiugždinytė Jonas Matijošius |
| author_sort | Kristina Čižiūnienė |
| collection | DOAJ |
| description | <i>Background:</i> 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. <i>Methods:</i> 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. <i>Results:</i> 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. <i>Conclusions:</i> 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. |
| format | Article |
| id | doaj-art-6896998b9d8548ec8171d4a070fce4a6 |
| institution | Kabale University |
| issn | 2305-6290 |
| language | English |
| publishDate | 2025-01-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Logistics |
| spelling | doaj-art-6896998b9d8548ec8171d4a070fce4a62025-08-20T03:56:19ZengMDPI AGLogistics2305-62902025-01-01911610.3390/logistics9010016Analysis of Parcel Delivery Issues at ‘State Parcel Company’: An Examination of Customer Complaints and InterrelationshipsKristina Čižiūnienė0Augustė Šiugždinytė1Jonas Matijošius2Department of Logistics and Transport Management, Vilnius Gediminas Technical University, Plytinės Str. 27, 10105 Vilnius, LithuaniaDepartment of Logistics and Transport Management, Vilnius Gediminas Technical University, Plytinės Str. 27, 10105 Vilnius, LithuaniaAlytus Faculty, Kauno Kolegija Higher Education Institution, 17 Studentų Street, 62252 Alytus, Lithuania<i>Background:</i> 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. <i>Methods:</i> 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. <i>Results:</i> 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. <i>Conclusions:</i> 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.https://www.mdpi.com/2305-6290/9/1/16parcel delivery issuesdamaged shipmentsdelivery delayscustomer complaintsparcel locker |
| spellingShingle | Kristina Čižiūnienė Augustė Šiugždinytė Jonas Matijošius Analysis of Parcel Delivery Issues at ‘State Parcel Company’: An Examination of Customer Complaints and Interrelationships Logistics parcel delivery issues damaged shipments delivery delays customer complaints parcel locker |
| title | Analysis of Parcel Delivery Issues at ‘State Parcel Company’: An Examination of Customer Complaints and Interrelationships |
| title_full | Analysis of Parcel Delivery Issues at ‘State Parcel Company’: An Examination of Customer Complaints and Interrelationships |
| title_fullStr | Analysis of Parcel Delivery Issues at ‘State Parcel Company’: An Examination of Customer Complaints and Interrelationships |
| title_full_unstemmed | Analysis of Parcel Delivery Issues at ‘State Parcel Company’: An Examination of Customer Complaints and Interrelationships |
| title_short | Analysis of Parcel Delivery Issues at ‘State Parcel Company’: An Examination of Customer Complaints and Interrelationships |
| title_sort | analysis of parcel delivery issues at state parcel company an examination of customer complaints and interrelationships |
| topic | parcel delivery issues damaged shipments delivery delays customer complaints parcel locker |
| url | https://www.mdpi.com/2305-6290/9/1/16 |
| work_keys_str_mv | AT kristinaciziuniene analysisofparceldeliveryissuesatstateparcelcompanyanexaminationofcustomercomplaintsandinterrelationships AT augustesiugzdinyte analysisofparceldeliveryissuesatstateparcelcompanyanexaminationofcustomercomplaintsandinterrelationships AT jonasmatijosius analysisofparceldeliveryissuesatstateparcelcompanyanexaminationofcustomercomplaintsandinterrelationships |