A hybrid multi-criteria decision making model for last-mile parcel delivery

The relationship between the final customer, the last link in the supply chain, and the parcel delivery provider gave birth to the concept of urban logistics, the last-mile parcel delivery. As the most costly expensive component in the chain, last-mile parcel delivery has become a challenge with the rise in online commerce. Technology has become inevitable to realize delivery operations that are cost-effective, efficient, sustainable, and mindful of the customer experience. The industry has had to adjust its strategies to the new and improved alternative solutions for last-mile parcel delivery. This study has two general objectives. The first objective is to conduct a literature review in the last-mile parcel delivery field and provide a perspective on emerging trends and technologies in the literature. The second objective proposes a hybrid methodology for analyzing Turkey's last-mile parcel delivery sector. This methodology uses in-depth interviews, Strengths, Weaknesses, Opportunities and Threats (SWOT) Analysis, Intuitionistic Fuzzy Set Theory (IFS), Full Consistency Method (FUCOM), and Complex Proportional Assessment Method (COPRAS) to formulate and holistically analyze strategy alternatives and priorities for the last mile parcel delivery sector. In the analysis of the related literature review, there is a significant increase in the number of publications about the concept of parcel delivery in the last mile. The majority of the studies, quantitative techniques have been applied. As a result of the literature review, the most published journals and their impact factors are also included. The trends and technologies, which are divided into three groups and detailed with subheadings, are technology-driven delivery options, environmentally friendly delivery practices, and new business models. The literature review shows that this study is a pioneering Turkish literature review in the field of last-mile parcel delivery. The results of the MCDM analysis show that developing public and corporate strategies for environmental sustainability is the first priority among strategies. On the other hand, giving importance to partial transportation in logistics management education in universities has been found to be the least preferred priority. Keywords Parcel Delivery, Last-mile Logistics, In-depth Interview, SWOT Analysis, MCDM, FUCOM, COPRAS