Dynamic Vehicle Routing Problem with Fuzzy Customer Response

Abstract

This paper proposes a dynamic vehicle routing problem (DVRP) model with fuzzy customer responses and suggests optimal routing strategies. Most DVRP studies have focused on how to create a new route upon the occurrence of dynamic situations such as unexpected demands. However, the customer responses have received little attention. When a pop-up demand is added to one of the planned routes, the service for some optimally planned demands may be delayed. Customers may file complaints or cancel their orders as a result of the delays. As a result, the customer response has a significant impact on current profits as well as future demands. In this research, we consider the customer response in DVRP and address it with a fuzzy number. Changing distances or defining time windows can resolve the problem of customer response. The customer responses are represented by a fuzzy rule. The new routing strategy provides the viability to reduce customer complaints and avoid losing potential customers.