Abstract
As the world attempts to control the spread of COVID-19 and adapt to shifting limitations, routines, and best practices, online ordering is an absolute necessity. With e-commerce activities surging, businesses in the last-mile delivery (LMD) industry find that their services are needed now more than ever before. Higher expectations of customers for speed, convenience, and sustainability have underlined the importance of reliable last-mile providers. This study aims to evaluate some key LMD companies in Vietnam regarding their sustainability performance. For this evaluation, the present research proposes a fuzzy multi-criteria decision-making (FMCDM) based framework combining the fuzzy analytic hierarchy process (FAHP) and the fuzzy weighted aggregated sum product assessment (FWASPAS), and triangular fuzzy numbers are applied to express the linguistic evaluation statements of experts. FAHP was utilized for the determination of criteria weights, then based on the most impactful criteria, FWASPAS was used to prioritize the companies. Delivery time, order fulfillment, decarbonization, convenience of payment, and real-time tracking systems have been ranked as the most impactful criteria in the LMD sector. The robustness of the proposed model was tested by conducting a sensitivity analysis. The results reach common rankings, in which Grab Express is the best performing company in the LMD landscape. The obtained results can be utilized as a guideline for the LMD managers and decision-makers to take in-depth consideration on their businesses under broader aspects to win customers and compete with other competitors.
Highlights
As smartphones become more popular and internet penetration increases, the adoption of e-commerce in Vietnam is on the rise
This paper proposes a fuzzy multi-criteria decision-making model to assess the sustainable development of the last-mile ecosystems players in Vietnam
A CASE STUDY FROM VIETNAM This paper presents an integrated fuzzy multi-criteria decision-making (FMCDM), i.e., two-stage fuzzy analytic hierarchy process (FAHP) and fuzzy weighted aggregated sum product assessment (FWASPAS) for evaluating last-mile delivery industry
Summary
As smartphones become more popular and internet penetration increases, the adoption of e-commerce in Vietnam is on the rise. Local and international logistics businesses such as Vietnam Post, Viettel Post, GHN Express, Giaohangtietkiem, Supership, Ninja Van, Lalamove, to name a few, are bolstering their last-mile delivery services to meet rising demand [7]. Since there is a consistent relationship between economic, social, and environmental aspects within last-mile space, it is essential for LMD companies to evaluate their businesses’ performance under well-rounded factors to push sustainability goals in the right direction. A set of criteria has been identified for this evaluation by means of experts’ opinions and literature, including economic (delivery costs, hybrid fleet management systems, operational capabilities, risk management), service quality (order fulfillment, delivery time, convenience of payment, flexibility and responsiveness, customer experience), technological (real-time tracking systems, delivery management application), environmental (decarbonization, green policies), and social (safety, information security).
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