Unlocking the Potential of Pick-Up Points in Last-Mile Delivery in Relation to Gen Z: Case Studies from Greece and Italy

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Pick-up points (PUPs) have become a very attractive alternative for conventional home deliveries due to the growth of e-commerce. This paper investigates the level of satisfaction of the students (Gen Z) as well as the research, teaching, and administrative staff of the Aristotle University of Thessaloniki (AUTH), Greece, and the University of Enna “Kore”, Italy, implemented in November 2023. Optimizing the PUP users’ satisfaction is contingent upon various aspects, including but not limited to location accessibility, expedient pick-up procedures, unambiguous communication, and ensured item availability. The research recorded information about the users’ knowledge about the specific service, their level of satisfaction, their preferences on when and how they use the service, and information about the types of goods they order using the PUPs as their point of collection. The analysis of the collected data revealed very interesting findings that could be useful to the providers of this service, especially when taking into consideration that the majority of the poll’s participants are familiar with the existence of the PUPs in the Municipality of Thessaloniki, that they use this service mainly occasionally, and that the majority are quite pleased with the level of the provided services (accessibility, availability, safety, and security). For the case of Enna in Sicily, similar trends are shown: a high percentage of respondents are familiar with PUPs, and they use pick-up points occasionally and are pleased with the provided level of service. The comparative statistical analysis makes it possible to compare two contexts located in areas of the Mediterranean, i.e., two urban areas with different population sizes but with similar habits on the part of the university student cluster.