文章基本信息

标题：A Fuzzy Analytic Hierarchy Process Model to Evaluate Logistics Service Expectations and Delivery Methods in Last-Mile Delivery in Brazil
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作者：Fernanda Alves de Araújo ; João Gilberto Mendes dos Reis ; Marcia Terra da Silva 等
期刊名称：Sustainability
印刷版ISSN：2071-1050
出版年度：2022
卷号：14
期号：10
页码：5753
DOI：10.3390/su14105753
语种：English
出版社：MDPI, Open Access Journal
摘要：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.