A Fuzzy Analytic Hierarchy Process Model to Evaluate Logistics Service Expectations and Delivery Methods in Last-Mile Delivery in Brazil

Fernanda Alves de Araújo, João Gilberto Mendes dos Reis, Marcia Terra da Silva and Emel Aktas
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Fernanda Alves de Araújo: Postgraduate Program in Production Engineering, Universidade Paulista—UNIP, Sao Paulo 04026-002, SP, Brazil
João Gilberto Mendes dos Reis: Postgraduate Program in Production Engineering, Universidade Paulista—UNIP, Sao Paulo 04026-002, SP, Brazil
Marcia Terra da Silva: Postgraduate Program in Production Engineering, Universidade Paulista—UNIP, Sao Paulo 04026-002, SP, Brazil
Emel Aktas: Cranfield School of Management, Cranfield University, College Road, Cranfield MK43 0AL, UK

Sustainability, 2022, vol. 14, issue 10, 1-18

Abstract: Nowadays, postal services and third-party logistics services (3PL) have been pressured by the increasing demand for delivery services. Therefore, they need to improve their last-mile delivery strategies to meet customers’ expectations. This paper aims to investigate how logistics service expectations affect the delivery process in urban areas using a multiple-criteria decision support system based on the Fuzzy Analytic Hierarchy Process (FAHP). We developed a decision-making model employing six criteria and five delivery methods indicated in the literature and collected information from 27 experts working in academia and local and multinational third-party logistics providers in Brazil to validate this model. The results indicate that cost (21.4%) and tracking and tracing (19.3%) are the most important two criteria in the decision model, and the best delivery methods are smart lockers (21.8%) followed by small trucks (21.3%). Our results suggest that service expectations regarding last-mile delivery are aligned with extensive use of road transport and the increase in e-commerce sales can raise greenhouse gas emissions and compromise the environment in urban areas.

Keywords: last-mile delivery; B2C; small parcels; Brazilian e-commerce; Analytical Hierarchy Process; fuzzy logic (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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