In the era of combating congestion and other nuisances caused by the excessive number of cars in the streets, a special attention is paid to the way of transport in economic processes realised in urban areas. In the case of the last stage of distribution processes (last mile), the ecological balance of the goods and services flow towards the final buyer depends not only on the transport decisions of the enterprises participating in the process, but also on the mobile decisions of consumers. Consumers’ behaviour depends on the distance they have to cover to get a product or service and how they can get there. Thus, the method of organising purchase and distribution processes has an impact on the number of cars in urban space and thus on the possibility of implementing the postulates of sustainable urban development. The aim of the paper is to analyse the customers’ participation in the last mile distribution processes and thus the impact of their behaviours on the sustainability of distribution processes in urban areas, based on a research carried out in Gdansk. The paper is based on the results of a pilot study conducted among Gdansk residents in September-October 2017.
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