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

Author

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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
    Postgraduate Program in Business Administration, Universidade Paulista—UNIP, Sao Paulo 04026-002, SP, Brazil
    Social and Applied Sciences Center, Mackenzie Presbyterian University—MPU, Sao Paulo 01302-907, 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)

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.

Suggested Citation

  • Fernanda Alves de Araújo & João Gilberto Mendes dos Reis & Marcia Terra da Silva & Emel Aktas, 2022. "A Fuzzy Analytic Hierarchy Process Model to Evaluate Logistics Service Expectations and Delivery Methods in Last-Mile Delivery in Brazil," Sustainability, MDPI, vol. 14(10), pages 1-18, May.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:10:p:5753-:d:812144
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    References listed on IDEAS

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