Evaluating the Role of Couriers in E-commerce Delivery: A Performance-Based Ranking Model for Optimising Logistics Efficiency
Journal Title: Journal of Organizations, Technology and Entrepreneurship - Year 2025, Vol 3, Issue 1
Abstract
The efficient delivery of e-commerce parcels is heavily reliant on the performance of couriers, who represent a critical interface between businesses and end-users, thus influencing the competitive positioning of companies within the logistics sector. This study seeks to analyse the pivotal role of couriers in e-commerce delivery by evaluating various operational activities associated with the delivery process. Through an extensive literature review and analysis of company-provided data, nine key performance criteria were identified: daily delivery volume, average delivery time, delivery accuracy, monthly complaint rate, customer satisfaction ratings, route efficiency, professionalism, incidence of damaged shipments, and overtime rate. Subsequently, 20 courier alternatives were assessed based on these criteria, with the objective of ranking their relative performance in the delivery process. A novel methodological approach, integrating the CRiteria Importance Through Intercriteria Correlation (CRITIC) and Multi-Attributive Border Approximation Area Comparison (MABAC) techniques, was adopted to determine the criteria weights and rank the couriers, respectively. The CRITIC method was employed to compute the relative importance of each criterion, while the MABAC method was utilised to rank the couriers according to their performance. The results indicated that courier alternative A16 achieved the highest performance ranking, whereas alternative A15 was ranked lowest. The findings underscore the robustness of the proposed model and its potential applicability to similar decision-making challenges in related domains, such as supply chain management and logistics. This study highlights the importance of performance-based assessments in improving operational efficiency and enhancing the overall effectiveness of logistics networks.
Authors and Affiliations
Aleksa Maravić, Vukašin Pajić, Milan Andrejić
Keywords
Related Articles
- EP ID EP765180
- DOI https://doi.org/10.56578/jote030101
- Views 21
- Downloads 0
Directors’ and Officers’ Liability Insurance, Risk Taking, and Corporate Strategic Deviation
Directors’ and Officers’ (D&O) liability insurance is a type of professional liability insurance that provides a safety net for corporate risks. This study, using data from Shanghai and Shenzhen A-share listed companies...
Position of Southeast European Countries in the Digitalization of Manufacturing Processes Within SMEs: A Comparative Analysis Using EDAS and Entropy Weighting Methodology
The digitalization of manufacturing processes in Small and Medium-Sized Enterprises (SMEs) is increasingly recognized as a pivotal factor for business growth, market expansion, innovation, and improved investment efficie...
Optimizing Personnel Selection in Transportation: An Application of the BWM-CoCoSo Decision-Support Model
In the logistics domain, the selection of personnel, particularly transport managers and drivers, is pivotal to operational efficacy, demanding a selection process that transcends traditional subjectivity and expertise s...
The Impact of Blockchain Technology on Reducing Cyber Risks
Blockchain technology, which gained prominence with the advent of Bitcoin in 2008, has garnered significant attention across various sectors due to its inherent transparency, security, and decentralization. The ability t...
Navigating the Determinants of Marketing Performance in SMEs: An Integrative Systematic Review and Theoretical Analysis
The determinants influencing marketing performance in small and medium-sized enterprises (SMEs) have garnered increasing scholarly attention due to their critical role in driving economic development. SMEs face multiface...