Exploration of the consideration factors of pure e-commerce business for transforming into new retail model

Since the outbreak of COVID-19 in the early year 2020, many businesses and industries have encountered serious impact on their operation and maintenance, but the significant growth rate of e-Commerce industries has caught all people’s eyes. Many domestic and foreign leading businesses are forced to speed up their configuration for moving into e-Commerce and m- Commerce. For e-Commerce businesses, they do not have much physical communication and interaction with consumers, it may eliminate the expensive management costs, but they cannot provide customers with good opportunities for experiencing. So, how to pure e-Commerce transform into the New Retail Omnichannel operating model is an important research issue. In view of all, this study intends to apply Analytic Hierarchy Process (AHP) in combination with the Fuzzy Theory to analyze a decision-making issue, namely, what factors are deemed important or concerns to “the pure e-Commerce businesses” in their future transformation into New Retail Omnichannel operating model. In the results of this study, “increase revenue”, “develop customer’s potential market”, “increase stock turnover, “reduce reverse logistics costs”, and “increased management costs” are the five consideration factors most important to transformation into new retail model. The results from this study provide the pure e-Commerce businesses with considerably useful reference in the issue of transformation into New Retail operating model in their future

Assessment of Express Delivery Service Based on SERVQUAL Model

With the rapid development of electronic commerce, the public demand for express delivery is increasing, however, there are still lack of service quality and high service complaint ratein the process of rapid development. Based on the SERVQUAL model, this paper analyzes the current situation of the whole express service industry quality, From five aspects: tangibles, reliability, responsiveness, assurance, empathy , constructs the express service quality model based on the SERVQUAL model, and use the integration of AHP and fuzzy comprehensive evaluation to evaluate the model construction. Finally, this paper takes the express company as an example to make an empirical study, and puts forward the corresponding improvement strategy.The research has an important reference value for the improvement of the service quality of the major express delivery companies

Logistics service providers (LSPs) evaluation and selection: Literature review and framework development

Purpose – The purpose of this paper is to provide an insight to the outsourcing decision-making through investigating if the old evaluation/selection criteria and methods still fit with current business priorities or not and, therefore, to identify the appropriate criteria and methods to develop a new selection framework. Since the economic recession of 2008, logistics outsourcing decisions have become more prominent to avoid high fixed costs and heavy investment requirements and to achieve competitive advantages. Design/methodology/approach – This is a focused literature review prepared after analyzing 56 articles related to the logistics service provider (LSP) evaluation and selection methods and criteria during 2008-2013. The academic articles are analyzed based on research focus/area, evaluation and selection methodology/methods and evaluation and selection criteria. Then reviewed result is compared with previous literature studies for the periods (1991-2008) to identify any possible shifts. Findings – The review reveals that: several problems in current LSPs literature have been identified; the reviewed papers can be categorized into seven groups, the usage and importance of evaluation and selection criteria fluctuate during different periods; 12 crucial criteria have been identified, increasing the importance of specific selection methods and the integrated models and fuzzy logic in logistics literature. Then, a comprehensive LSPs’ evaluation and selection framework has been developed. Originality/value – To the best of our knowledge, this is the first focused logistics outsourcing study that reviews the 2008-2013 period in detail, comparing results with previous literature studies, identifies current LSPs literature problems/gaps, new trends and shifts in the way that LSPs are evaluated and selected, identifies crucial selection criteria and proposes a new holistic LSPs evaluation and selection framework. In addition, it identifies important issues for future research. Keywords Supplier or partner selection, Evaluation and selection methods and criteria, Logistics outsourcing, Logistics service provider, LSP framewor

Applications of Fuzzy Analytic Hierarchy Process in Urban Mobility System

Importance of urban mobility system is increasing from year to year. This is the reason why decision making process is increasingly complex requiring taking into account more and more different criteria. One of the important and commonly used techniques that support decision making processes is Analytic Hierarchy Process (AHP) while for the purpose of supporting a more realistic way of decision making, fuzzy logic is used. The paper examines the use of fuzzy analytical hierarchy process (FAHP) in the urban mobility system. With the use of systematic literature review (SLR) it categorises peer reviewed journals’ articles related to the applications of FAHP in urban mobility system and extracted from Scopus and Web of science database, and analyses them methodologically. Papers were classified based on basic attributes of research papers, features of urban mobility system (UMS) where the FAHP was used, and use characteristics of the fuzzy analytic hierarchy process (FAHP). The results of this study indicated that the use of FAHP in urban mobility system is increasing with the first published paper in 2009. Our review has found that FAHP is used for very different purposes such as evaluation of customer expectations or citing a selection problem. Most often it is used in combination with other methods. Interestingly, there is only one paper that uses FAHP for decision making in the whole urban mobility system

Intuitionistic Fuzzy AHP and WASPAS to Assess Service Quality in Online Transportation

Indonesia is currently entering a new normal era; this requires people to adapt to the clean-living habit in accordance with health standards in order to carry out normal activities. At the same time, online transportation services have reopened for activity. The service quality provided by online ride-hailing companies (i.e., ojek) such as Gojek, Grab, and Maxim must now consider matters relating to user safety. This study proposes Multi Criteria Decision Making (MCDM) as a method for assessing the service quality of online transportation service providers and uses the Pandemic-SERVQUAL 4.0 model. Pandemi-SERVQUAL 4.0 model adds two new criteria, namely "pandemic" and "industry 4.0". The addition of two new criteria that are more relevant to the current circumstances will increase the accuracy of the research. This study aims to propose the integration of Interval Valued Intuitionistic Fuzzy Analytical Hierarchy Process (IVIF-AHP) to determine the criteria weight and Interval Valued Intuitionistic Fuzzy Weighted Aggregated Sum-Product Assessment (IVIF-WASPAS) to assess the service quality of several online transportation service providers based on the obtained criteria weights. From the results of the service quality assessment using the integration of IVIF-AHP and IVIF-WASPAS, the ranking of online transportation service providers during the new normal era were Grab-car, Go-car, and Maxim-car

Identification of Environmental Criteria for Selecting a Logistics Service Provider: A Step Forward towards Green Supply Chain Management

Green environmental performance increases the competitiveness of the supply chain. However, the greening of the supply chain depends on the manufacturer who drives the green initiative, as well as on all the members of the supply chain who take part in the process. The manufacturer’s attention has been largely focused on the environmental performance of the supplier and retailer, whereas logistics service providers have been somehow neglected. It is, in fact, the case is that logistics service providers have begun to play a critical role in supply chain management and could therefore significantly improve environmental sustainability. They have already undertaken a green initiative that unfortunately has rarely, if at all, been required by the manufacturer. The lack of requirements for logistics providers hinders the progress of a green initiative. To take a step forward towards green supply chain management, this chapter aims to introduce all the necessary criteria for the selection of a logistics service provider (LP), with an emphasis on environmental criteria. The environmental selection criteria, with all related subcriteria, were achieved on the basis of a systematic literature review. It has been found that buyers of logistics services still strive to minimize costs, expect quality logistics services, a well-positioned LP, all the while overlooking environmental issues. The most frequently applied environmental selection criteria are value-added reverse logistics services, followed by environmental expenditures, pollutants released, energy consumption, clean materials and energy use. The findings presented here are useful particularly for researchers, as issues regarding sustainable LP selection and its limitations are highlighted, related to selection criteria identification. These findings may be of less use to managers. However, future phases of this study, richer for the evaluation of logistics experts, will be much more applicable to buyers and providers of logistics services

A consumer perspective e-commerce websites evaluation model

Existing website evaluation methods have some weaknesses such as neglecting consumer criteria in their evaluation, being unable to deal with qualitative criteria, and involving complex weight and score calculations. This research aims to develop a hybrid consumer-oriented e-commerce website evaluation model based on the Fuzzy Analytical Hierarchy Process (FAHP) and the Hardmard Method (HM). Four phases were involved in developing the model: requirements identification, empirical study, model construction, and model confirmation. Requirements identification and empirical study were to identify critical web-design criteria and gather online consumers' preferences. Data, collected from 152 Malaysian consumers using online questionnaires, were used to identify critical e-commerce website features and scale of importance. The new evaluation model comprised of three components. First, the consumer evaluation criteria that consist of the important principles considered by consumers; second, the evaluation mechanisms that integrate FAHP and HM consisting of mathematical expressions that handle subjective judgments, new formulas to calculate the weight and score for each criterion; and third, the evaluation procedures consisting of activities that comprise of goal establishment, document preparation, and identification of website performance. The model was examined by six experts and applied to four case studies. The results show that the new model is practical, and appropriate to evaluate e-commerce websites from consumers' perspectives, and is able to calculate weights and scores for qualitative criteria in a simple way. In addition, it is able to assist decision-makers to make decisions in a measured objective way. The model also contributes new knowledge to the software evaluation fiel

The state of the art development of AHP (1979-2017): A literature review with a social network analysis

Although many papers describe the evolution of the analytic hierarchy process (AHP), most adopt a subjective approach. This paper examines the pattern of development of the AHP research field using social network analysis and scientometrics, and identifies its intellectual structure. The objectives are: (i) to trace the pattern of development of AHP research; (ii) to identify the patterns of collaboration among authors; (iii) to identify the most important papers underpinning the development of AHP; and (iv) to discover recent areas of interest. We analyse two types of networks: social networks, that is, co-authorship networks, and cognitive mapping or the network of disciplines affected by AHP. Our analyses are based on 8441 papers published between 1979 and 2017, retrieved from the ISI Web of Science database. To provide a longitudinal perspective on the pattern of evolution of AHP, we analyse these two types of networks during the three periods 1979?1990, 1991?2001 and 2002?2017. We provide some basic statistics on AHP journals and researchers, review the main topics and applications of integrated AHPs and provide direction for future research by highlighting some open questions

A decision support model for identification and prioritization of key performance indicators in the logistics industry

YesPerformance measurement of logistics companies is based upon various performance indicators. Yet, in the logistics industry, there are several vaguenesses, such as deciding on key indicators and determining interrelationships between performance indicators. In order to resolve these vaguenesses, this paper first presents the stakeholder-informed Balanced Scorecard (BSC) model, by incorporating financial (e.g. cost) and non-financial (e.g. social media) performance indicators, with a comprehensive approach as a response to the major shortcomings of the generic BSC regarding the negligence of different stakeholders. Subsequently, since the indicators are not independent of each other, a robust multi-criteria decision making technique, the Analytic Network Process (ANP) method is implemented to analyze the interrelationships. The integration of these two techniques provides a novel way to evaluate logistics performance indicators from logisticians' perspective. This is a matter that has not been addressed in the logistics industry to date, and as such remains a gap that needs to be investigated. Therefore, the proposed model identifies key performance indicators as well as various stakeholders in the logistics industry, and analyzes the interrelationships among the indicators by using the ANP. Consequently, the results show that educated employee (15.61%) is the most important indicator for the competitiveness of logistics companies