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Keywords = last-mile automation

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55 pages, 2402 KB  
Review
Planning of Logistic Networks with Automated Transport Drones: A Systematic Review of Application Areas, Planning Approaches, and System Performance
by Lukas Ostermann, Asrat Gobachew, Andreas Schwung and Stefan Lier
Logistics 2025, 9(3), 111; https://doi.org/10.3390/logistics9030111 - 8 Aug 2025
Viewed by 1994
Abstract
Background: The increasing integration of automated transport drones into logistics networks presents transformative potential for addressing contemporary logistics challenges, particularly in last-mile delivery, healthcare, disaster response, urban mobility, and postal services. However, their effective integration into varied logistics contexts remains hindered by [...] Read more.
Background: The increasing integration of automated transport drones into logistics networks presents transformative potential for addressing contemporary logistics challenges, particularly in last-mile delivery, healthcare, disaster response, urban mobility, and postal services. However, their effective integration into varied logistics contexts remains hindered by infrastructure, regulatory, and operational limitations. This study aims to explore how drone-based logistics systems can be systematically planned and evaluated across diverse operational environments. Methods: A structured literature review was conducted, employing thematic synthesis to analyze current research on drone logistics. The analysis focused on identifying the key planning dimensions and interrelated components that influence the deployment of drone-based transport systems. Results: The review identified seven central planning dimensions: areas of application, system components, transport configuration, geographic areas, optimization and analysis methods, logistical planning, and performance assessment. These dimensions inform a conceptual framework designed to guide the planning and assessment of drone logistics networks. Conclusions: While existing studies contribute valuable insights into route optimization and drone deployment strategies, they often overlook integrative approaches that account for societal and environmental factors. The study emphasizes the need for interdisciplinary collaboration and context-specific planning frameworks to enhance the sustainable and effective implementation of drone-based logistics systems. Full article
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22 pages, 4484 KB  
Article
Automated Parcel Locker Configuration Using Discrete Event Simulation
by Eugen Rosca, Floriana Cristina Oprea, Anamaria Ilie, Stefan Burciu and Florin Rusca
Systems 2025, 13(7), 613; https://doi.org/10.3390/systems13070613 - 20 Jul 2025
Cited by 1 | Viewed by 1200
Abstract
Automated parcel lockers (APLs) are transforming urban last-mile delivery by reducing failed distributions, decoupling delivery from recipient availability, optimizing carrier routes, reducing carbon foot-print and mitigating traffic congestion. The paper investigates the optimal design of APLs systems under stochastic demand and operational constraints, [...] Read more.
Automated parcel lockers (APLs) are transforming urban last-mile delivery by reducing failed distributions, decoupling delivery from recipient availability, optimizing carrier routes, reducing carbon foot-print and mitigating traffic congestion. The paper investigates the optimal design of APLs systems under stochastic demand and operational constraints, formulating the problem as a resource allocation optimization with service-level guarantees. We proposed a data-driven discrete-event simulation (DES) model implemented in ARENA to (i) determine optimal locker configurations that ensure customer satisfaction under stochastic parcel arrivals and dwell times, (ii) examine utilization patterns and spatial allocation to enhance system operational efficiency, and (iii) characterize inventory dynamics of undelivered parcels and evaluate system resilience. The results show that the configuration of locker types significantly influences the system’s ability to maintain high customers service levels. While flexibility in locker allocation helps manage excess demand in some configurations, it may also create resource competition among parcel types. The heterogeneity of locker utilization gradients underscores that optimal APLs configurations must balance locker units with their size-dependent functional interdependencies. The Dickey–Fuller GLS test further validates that postponed parcels exhibit stationary inventory dynamics, ensuring scalability for logistics operators. As a theoretical contribution, the paper demonstrates how DES combined with time-series econometrics can address APLs capacity planning in city logistics. For practitioners, the study provides a decision-support framework for locker sizing, emphasizing cost–service trade-offs. Full article
(This article belongs to the Special Issue Modelling and Simulation of Transportation Systems)
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17 pages, 2080 KB  
Article
IoT Services for Monitoring Food Supply Chains
by Loucas Protopappas, Dimitrios Bechtsis and Nikolaos Tsotsolas
Appl. Sci. 2025, 15(13), 7602; https://doi.org/10.3390/app15137602 - 7 Jul 2025
Cited by 2 | Viewed by 4417
Abstract
Ensuring the safety and quality of perishable agrifood products throughout the supply chain is essential. Key parameters, such as temperature and humidity, must be consistently monitored to prevent spoilage, maintain nutritional value, and minimise health risks. Fluctuations in transportation conditions can compromise product [...] Read more.
Ensuring the safety and quality of perishable agrifood products throughout the supply chain is essential. Key parameters, such as temperature and humidity, must be consistently monitored to prevent spoilage, maintain nutritional value, and minimise health risks. Fluctuations in transportation conditions can compromise product integrity, leading to deterioration and an increased risk of foodborne illness. Monitoring agrifood supply chains is essential, from packaging to last-mile delivery. Distribution methods that rely on non-automated monitoring systems, such as manual temperature measurements, are error-prone due to the failure of manual treatments and increase the likelihood of product deterioration. Emerging sensor technologies and the rapid development of Information and Communication Technologies offer new possibilities for real-time tracking, enabling stakeholders to maintain optimal conditions and monitor aesthetic, physicochemical, and nutritional quality. This paper proposes a cost-effective temperature and humidity traceability system that utilises wireless sensor networks (WSN) and Internet of Things (IoΤ) services to monitor perishable products within the agrifood supply chain ecosystem. It also provides an overview of recent innovations in sensor technologies, along with food quality indicators relevant to real-time monitoring of food quality. The proposed research examines the available sensor technologies and methodologies that enable continuous monitoring of agrifood supply chains. Moreover, the paper presents a pilot full-scale project from both functional and technological perspectives. Full article
(This article belongs to the Special Issue Data-Driven Supply Chain Management and Logistics Engineering)
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35 pages, 9814 KB  
Article
A Joint Metro Train Demand Model Accounting for Disaggregate Consideration Probability and Aggregate Footfall
by Ganesh Ambi Ramakrishnan, Payel Roy, Harshit Kumar Varshney and Karthik K. Srinivasan
Appl. Sci. 2025, 15(9), 5216; https://doi.org/10.3390/app15095216 - 7 May 2025
Cited by 1 | Viewed by 1096
Abstract
This study introduces a new metro train demand model that simultaneously captures both aggregate ridership from automated fare collection (AFC) data and disaggregate consideration propensities, using individual survey data from Chennai, India. This joint framework produces more accurate aggregate demand estimates than traditional [...] Read more.
This study introduces a new metro train demand model that simultaneously captures both aggregate ridership from automated fare collection (AFC) data and disaggregate consideration propensities, using individual survey data from Chennai, India. This joint framework produces more accurate aggregate demand estimates than traditional OLS (R2 improves from 0.67 to 0.75), as it is able to capture the complex and non-linear relationship between disaggregate consideration probability, reflecting potential demand, and aggregate footfall, reflecting realized demand. It is observed that increasing the consideration probability enhances the footfall overall. However, some locations exhibit an opposing trend between consideration and footfall (low consideration but high footfall, or vice versa). Also, the sets of influential factors vary across these two dimensions. For instance, individual-level variables (income and out-of-vehicle travel time) and multi-modal connectivity features (presence of an airport and multimodal hubs near the metro) play a key role in footfall. In contrast, consideration probability is primarily influenced by access time, cost, and egress distance. Furthermore, factors influencing consideration probability (walkability, train service quality, and first–last–mile connectivity) vary across segments (based on vehicle unavailability, exclusive vehicle availability, and limited vehicle availability). Evidence of selection bias among metro riders, non-normality, and intra-person variability effects in footfall is observed. From a policy perspective, neglecting the disaggregate consideration effects on realized aggregate demand, i.e., footfall models, can overestimate the role of metro costs and out-of-vehicle travel time. In addition, the ridership levels of the metro are overestimated at higher metro fare levels. The new model illustrates that applying location-specific and dimension-specific policy interventions can be more effective than uniform area-wide policies for enhancing the user base and realized ridership. Full article
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16 pages, 2678 KB  
Article
Demographic and Operational Factors in Public Transport-Based Parcel Locker Crowdshipping: A Mixed-Methods Analysis
by Mohammad Maleki, Scott Rayburg and Stephen Glackin
Logistics 2025, 9(2), 55; https://doi.org/10.3390/logistics9020055 - 18 Apr 2025
Viewed by 1515
Abstract
Background: The rapid rise of e-commerce has intensified last-mile logistics challenges, fueling the need for sustainable, efficient solutions. Parcel locker crowdshipping systems, integrated with public transport networks, show promise in reducing congestion, emissions, and delivery costs. However, operational and physical constraints (e.g., [...] Read more.
Background: The rapid rise of e-commerce has intensified last-mile logistics challenges, fueling the need for sustainable, efficient solutions. Parcel locker crowdshipping systems, integrated with public transport networks, show promise in reducing congestion, emissions, and delivery costs. However, operational and physical constraints (e.g., crowded stations) and liability complexities remain significant barriers to broad adoption. This study investigates the demographic and operational factors that influence the adoption and scalability of these systems. Methods: A mixed-methods design was employed, incorporating survey data from 368 participants alongside insights from 20 semi-structured interviews. Quantitative analysis identified demographic trends and operational preferences, while thematic analysis offered in-depth contextual understanding. Results: Younger adults (18–34), particularly gig-experienced males, emerged as the most engaged demographic. Females and older individuals showed meaningful potential if safety and flexibility concerns were addressed. System efficiency depended on locating parcel lockers within 1 km of major origins and destinations, focusing on moderate parcel weights (3–5 kg), and offering incentives for minor route deviations. Interviews emphasized ensuring that lockers avoid station congestion, clearly defining insurance/liability protocols, and allowing task refusals during peak passenger hours. Conclusions: By leveraging public transport infrastructure, parcel locker crowdshipping requires robust policy frameworks, strategic station-space allocation, and transparent incentives to enhance feasibility. Full article
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39 pages, 5483 KB  
Article
Integrating Autonomous Vehicles and Drones for Last-Mile Delivery: A Routing Problem with Two Types of Drones and Multiple Visits
by Jili Kong, Minhui Xie and Hao Wang
Drones 2025, 9(4), 280; https://doi.org/10.3390/drones9040280 - 7 Apr 2025
Viewed by 2344
Abstract
With the growing demand for delivery services and the escalating labor costs, much effort has been made to achieve faster and cost-efficient delivery. A promising emerging strategy involves the integration of autonomous delivery vehicles or drones into the last-mile delivery. This study presents [...] Read more.
With the growing demand for delivery services and the escalating labor costs, much effort has been made to achieve faster and cost-efficient delivery. A promising emerging strategy involves the integration of autonomous delivery vehicles or drones into the last-mile delivery. This study presents a fully automated last-mile delivery system that synergistically integrates autonomous vehicles and drones. We also introduce a novel variant of the vehicle routing problem with drones, referred to as the hybrid autonomous vehicle-drone routing problem (HAVDRP). In HAVDRP, we employ three delivery tools: autonomous vehicles, vehicle-carried drones, and independent drones. The aim is to fully leverage the advantages of autonomous vehicles and drones to provide customers with more efficient last-mile delivery services. An improved adaptive large neighborhood search algorithm is developed to address this problem. The algorithm incorporates a tabu list and an adaptive mechanism specifically designed for the HAVDRP, thereby augmenting the search efficiency. Computational experiments are conducted to evaluate the efficiency of the designed algorithm. Additionally, sensitivity analyses are conducted to explore the influences of some key parameters on the total time, which includes the cumulative working time of autonomous vehicles and drones. Based on the results of sensitivity analyses, we propose some management recommendations for the fully automated last-mile delivery system utilizing autonomous vehicles and drones. Full article
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24 pages, 2089 KB  
Article
Planning and Economic Feasibility of Electric-Connected Automated Microtransit First/Last Mile Service Under Uncertainty
by Ata M. Khan
Future Transp. 2025, 5(1), 19; https://doi.org/10.3390/futuretransp5010019 - 14 Feb 2025
Cited by 2 | Viewed by 1333
Abstract
Electric-connected automated vehicle (CAV) shuttles, as a part of the sustainable microtransit system, have the potential to fill public transit service gaps. Following technology and traveler acceptance tests that are underway around the world, mass-produced CAVs will be considered for shared mobility service, [...] Read more.
Electric-connected automated vehicle (CAV) shuttles, as a part of the sustainable microtransit system, have the potential to fill public transit service gaps. Following technology and traveler acceptance tests that are underway around the world, mass-produced CAVs will be considered for shared mobility service, including “first/last mile” travel between public transit hub stations and medical campuses or other activity centres. Thus, there is a need for increased knowledge on treating risk in such applications. This paper covers the planning and economic feasibility of an advanced technology level 4 automated vehicle-based microtransit system, considering uncertain service and economic feasibility factors. The methods used are advanced for addressing uncertainties in travel demand, service factors, and the economic feasibility of investments by public and private sector entities. Specifically, a probability-based macro simulation approach is used to treat demand and supply-side service factors as stochastic, and it is adapted for risk analysis in financial decision-making. The effects of uncertain life-cycle costs on fares and the rate-of-return are described. Results are favourable regarding the technical and economic feasibility of advanced technology-based microtransit first/last mile service. The findings reported here are a contribution to knowledge on the feasibility of implementing CAV-based first/last mile, and other microtransit services, under uncertainty. Full article
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15 pages, 9722 KB  
Article
Autonomous Van and Robot Last-Mile Logistics Platform: A Reference Architecture and Proof of Concept Implementation
by Marc Guerreiro Augusto, Julian Maas, Martin Kosch, Manuel Henke, Tobias Küster, Frank Straube and Sahin Albayrak
Logistics 2025, 9(1), 10; https://doi.org/10.3390/logistics9010010 - 14 Jan 2025
Cited by 3 | Viewed by 3394
Abstract
Background: With urban logistics facing challenges such as high delivery volumes and driver shortages, autonomous driving emerges as a promising solution. However, the integration of autonomous vans and robots into existing fulfillment processes and platforms remains largely unexplored. Method: This paper [...] Read more.
Background: With urban logistics facing challenges such as high delivery volumes and driver shortages, autonomous driving emerges as a promising solution. However, the integration of autonomous vans and robots into existing fulfillment processes and platforms remains largely unexplored. Method: This paper addresses this gap by developing and piloting a comprehensive blueprint architecture tailored for autonomous mobility in urban last-mile delivery. The proposed framework integrates autonomous vehicle operations, data processing, and stakeholder collaboration. Results: Through initial implementation and piloting, we demonstrate the practical applicability and advantages of this architecture. Conclusions: This study contributes to the understanding of essential data, services, and tools, providing a valuable guideline for Logistics Service Providers aiming to implement autonomous last-mile delivery solutions. Full article
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15 pages, 10325 KB  
Article
Integrating Large Language Models and Optimization in Semi- Structured Decision Making: Methodology and a Case Study
by Gianpaolo Ghiani, Gianluca Solazzo and Gianluca Elia
Algorithms 2024, 17(12), 582; https://doi.org/10.3390/a17120582 - 16 Dec 2024
Cited by 1 | Viewed by 2764
Abstract
Semi-structured decisions, which fall between highly structured and unstructured decision types, rely on human intuition and experience for the final choice, while using data and analytical models to generate tentative solutions. These processes are traditionally iterative and time-consuming, requiring cycles of data gathering, [...] Read more.
Semi-structured decisions, which fall between highly structured and unstructured decision types, rely on human intuition and experience for the final choice, while using data and analytical models to generate tentative solutions. These processes are traditionally iterative and time-consuming, requiring cycles of data gathering, analysis, and option evaluation. In this study, we propose a novel framework that integrates Large Language Models (LLMs) with optimization techniques to streamline such decision-making processes. In our approach, LLMs leverage their capabilities in data interpretation, common-sense reasoning, and mathematical modeling to assist decision makers by reducing cognitive load. They achieve this by automating aspects of information processing and option evaluation, while preserving human oversight as a crucial component of the final decision-making process. Another significant strength of our framework lies in its potential to drive the evolution of a new generation of decision support systems (DSSs). Unlike traditional systems that rely on rigid and inflexible interfaces, our approach enables users to express their preferences in a more natural, intuitive, and adaptable manner, substantially enhancing both usability and accessibility. A case study on last-mile delivery system design in a smart city demonstrates the practical application of this framework. The results suggest that our approach has the potential to simplify the decision-making process and improve efficiency by reducing cognitive load, enhancing user experience, and facilitating more intuitive interactions. Full article
(This article belongs to the Section Algorithms for Multidisciplinary Applications)
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16 pages, 932 KB  
Article
Sustainable Solutions in E-Commerce: An Examination of Customer Acceptance of Automated Delivery Stations in Vietnam
by Jung-Fa Tsai, Hong-Ngoc Ngo, Zhen-Hua Che and Ming-Hua Lin
Sustainability 2024, 16(11), 4570; https://doi.org/10.3390/su16114570 - 28 May 2024
Cited by 4 | Viewed by 3499
Abstract
The rapid emergence of e-commerce in Vietnam has resulted in significant pressure on freight traffic and the environment, particularly in urban areas. Automated delivery stations (ADSs), also known as smart lockers or parcel lockers, offer a promising solution to improve the sustainability of [...] Read more.
The rapid emergence of e-commerce in Vietnam has resulted in significant pressure on freight traffic and the environment, particularly in urban areas. Automated delivery stations (ADSs), also known as smart lockers or parcel lockers, offer a promising solution to improve the sustainability of last-mile delivery systems. However, the adoption of such a sustainable alternative by Vietnamese customers is inadequately understudied. This study primarily aims to investigate factors impacting Vietnamese customers’ acceptance of these automated delivery points. Utilizing structural equation modeling (SEM), a survey following convenience sampling was carried out in Vietnam to assess recent experiences at automated delivery stations. The results showed that innovativeness and location convenience positively influenced consumer intention to use ADS, while perceived time pressure had no impact on consumer intention to use automatic delivery systems. This study provides valuable insights to e-commerce companies to customize their services to match customer preferences, which will optimize last-mile delivery options and thereby promote sustainable practices. Full article
(This article belongs to the Special Issue Sustainability Management Strategies and Practices—2nd Edition)
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29 pages, 5234 KB  
Article
Optimizing Last-Mile Delivery: A Multi-Criteria Approach with Automated Smart Lockers, Capillary Distribution and Crowdshipping
by Bartosz Sawik
Logistics 2024, 8(2), 52; https://doi.org/10.3390/logistics8020052 - 8 May 2024
Cited by 29 | Viewed by 15747
Abstract
Background: This publication presents a review, multiple criteria optimization models, and a practical example pertaining to the integration of automated smart locker systems, capillary distribution networks, crowdshipping, last-mile delivery and supply chain management. This publication addresses challenges in logistics and transportation, aiming [...] Read more.
Background: This publication presents a review, multiple criteria optimization models, and a practical example pertaining to the integration of automated smart locker systems, capillary distribution networks, crowdshipping, last-mile delivery and supply chain management. This publication addresses challenges in logistics and transportation, aiming to enhance efficiency, reduce costs and improve customer satisfaction. This study integrates automated smart locker systems, capillary distribution networks, crowdshipping, last-mile delivery and supply chain management. Methods: A review of the existing literature synthesizes key concepts, such as facility location problems, vehicle routing problems and the mathematical programming approach, to optimize supply chain operations. Conceptual optimization models are formulated to solve the complex decision-making process involved in last-mile delivery, considering multiple objectives, including cost minimization, delivery time optimization, service level minimization, capacity optimization, vehicle minimization and resource utilization. Results: The multiple criteria approaches combine the vehicle routing problem and facility location problem, demonstrating the practical applicability of the proposed methodology in a real-world case study within a logistics company. Conclusions: The execution of multi-criteria models optimizes automated smart locker deployment, capillary distribution design, crowdshipping and last-mile delivery strategies, showcasing its effectiveness in the logistics sector. Full article
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27 pages, 9282 KB  
Article
Comparing Direct Deliveries and Automated Parcel Locker Systems with Respect to Overall CO2 Emissions for the Last Mile
by Kai Gutenschwager, Markus Rabe and Jorge Chicaiza-Vaca
Algorithms 2024, 17(1), 4; https://doi.org/10.3390/a17010004 - 21 Dec 2023
Cited by 9 | Viewed by 4910
Abstract
Fast growing e-commerce has a significant impact both on CEP providers and public entities. While service providers have the first priority on factors such as costs and reliable service, both are increasingly focused on environmental effects, in the interest of company image and [...] Read more.
Fast growing e-commerce has a significant impact both on CEP providers and public entities. While service providers have the first priority on factors such as costs and reliable service, both are increasingly focused on environmental effects, in the interest of company image and the inhabitants’ health and comfort. Significant additional factors are traffic density, pollution, and noise. While in the past direct delivery with distribution trucks from regional depots to the customers might have been justified, this is no longer valid when taking the big and growing numbers into account. Several options are followed in the literature, especially variants that introduce an additional break in the distribution chain, like local mini-hubs, mobile distribution points, or Automated Parcel Lockers (APLs). The first two options imply a “very last mile” stage, e.g., by small electrical vehicles or cargo bikes, and APLs rely on the customers to operate the very last step. The usage of this schema will significantly depend on the density of the APLs and, thus, on the density of the population within quite small regions. The relationships between the different elements of these technologies and the potential customers are studied with respect to their impact on the above-mentioned factors. A variety of scenarios is investigated, covering different options for customer behaviors. As an additional important point, reported studies with APLs only consider the section up to the APLs and the implied CO2 emission. This, however, fully neglects the potentially very relevant pollution created by the customers when fetching their parcels from the APL. Therefore, in this paper this impact is systematically estimated via a simulation-based sensitivity analysis. It can be shown that taking this very last transport step into account in the calculation significantly changes the picture, especially within areas in outer city districts. Full article
(This article belongs to the Special Issue Optimization Algorithms in Logistics, Transportation, and SCM)
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27 pages, 2521 KB  
Review
A Review of Literature on Vehicle Routing Problems of Last-Mile Delivery in Urban Areas
by Reza Jazemi, Ensieh Alidadiani, Kwangseog Ahn and Jaejin Jang
Appl. Sci. 2023, 13(24), 13015; https://doi.org/10.3390/app132413015 - 6 Dec 2023
Cited by 9 | Viewed by 8404
Abstract
Logistics has long been important in an industrial society. Compared with the traditional structure of distribution, which requires freight to be delivered mostly to warehouses or retail stores, customers now often prefer packages to be delivered to their residences, especially after the delivery [...] Read more.
Logistics has long been important in an industrial society. Compared with the traditional structure of distribution, which requires freight to be delivered mostly to warehouses or retail stores, customers now often prefer packages to be delivered to their residences, especially after the delivery challenges during the COVID-19 pandemic. The delivery of parcels to urban residential areas increases the challenge due to the amount of delivery volume, tight delivery schedules, and continuously changing delivery conditions. Last-mile delivery tries to address the challenges, taking advantage of the available automation, sensor and communication technologies, and people’s attitudes toward parcel delivery for the benefit of all stakeholders. Various approaches to last-mile delivery have been proposed and analyzed in the literature. This paper reviews the recent literature on vehicle routing for last-mile delivery. The review identified four major categories: crowdshipping, parcel lockers, delivery by sidekicks, and delivery to optional points. The nature of the problems is discussed in five aspects: fleet capacity, time window, fleet option, dynamism of input, and stochastic parameters. The review identifies the achievements and limitations of the research in the areas and proposes a future research agenda. Full article
(This article belongs to the Special Issue Optimization Model and Algorithms of Vehicle Scheduling)
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27 pages, 6742 KB  
Article
Application of G.hn Broadband Powerline Communication for Industrial Control Using COTS Components
by Kilian Brunner, Stephen Dominiak and Martin Ostertag
Technologies 2023, 11(6), 160; https://doi.org/10.3390/technologies11060160 - 10 Nov 2023
Viewed by 3899
Abstract
Broadband powerline communication is a technology developed mainly with consumer applications and bulk data transmission in mind. Typical use cases include file download, streaming, or last-mile internet access for residential buildings. Applications gaining momentum are smart metering and grid automation, where response time [...] Read more.
Broadband powerline communication is a technology developed mainly with consumer applications and bulk data transmission in mind. Typical use cases include file download, streaming, or last-mile internet access for residential buildings. Applications gaining momentum are smart metering and grid automation, where response time requirements are relatively moderate compared to industrial (real-time) control. This work investigates to which extent G.hn technology, with existing, commercial off-the-shelf components, can be used for real-time control applications. Maximum packet rate and latency statistics are investigated for different G.hn profiles and MAC algorithms. An elevator control system serves as an example application to define the latency and throughput requirements. The results show that G.hn is a feasible technology candidate for industrial IoT-type applications if certain boundary conditions can be ensured. Full article
(This article belongs to the Topic Electronic Communications, IOT and Big Data)
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19 pages, 1827 KB  
Article
Perceived Importance and Quality Attributes of Automated Parcel Locker Services in Urban Areas
by Maria Cieśla
Smart Cities 2023, 6(5), 2661-2679; https://doi.org/10.3390/smartcities6050120 - 6 Oct 2023
Cited by 12 | Viewed by 5264
Abstract
Recent global trends related to the increasing use of e-commerce are becoming a challenge for courier transport, especially in the last-mile process of delivering products to the final retail recipient. One delivery method is the personal collection of the parcel in an automated [...] Read more.
Recent global trends related to the increasing use of e-commerce are becoming a challenge for courier transport, especially in the last-mile process of delivering products to the final retail recipient. One delivery method is the personal collection of the parcel in an automated post box, available 24/7 for the customer. Our research method was based on a preliminary selection of the most important features of parcel lockers’ service quality, which were extracted based on the analysis of the scientific literature and previous research. This analysis was carried out by conducting a survey of Polish parcel locker users that provided data coded according to the dimensions of the Kano model. Based on the total satisfaction index, the results allowed us to conclude that a dedicated application (−0.96), proper placement of the parcel in the box (−0.82), adjusting the size of the parcel to the size of the box (−0.79), the location of parcel stations (−0.74), and ensuring improvements for the disabled (−0.62) are the most important features in the process of the automatic delivery of parcels to recipients in urban areas. This paper enriches the literature on the customer service quality of self-service technologies for last-mile delivery with the use of automated parcel lockers. Full article
(This article belongs to the Section Smart Urban Infrastructures)
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