Evaluation on the Preference of Courier Services Using Integrated AHP-TOPSIS Model

Abstract

Courier services are businesses that deliver documents, parcels and heavy products from one place to another. Courier services are gaining popularity nowadays due to their efficient and reliable delivery. However, the existence of many courier service companies today has led to fierce commercial competition both domestically and globally. Since there are many decision alternatives and criteria to consider, consumers face a significant challenge in choosing the best courier service. As a result, selecting the optimal courier service involves a process of Multi-Criteria Decision Making (MCDM). The objective of this study is to determine the preferred courier service based on undergraduates’ preferences using an integrated AHP-TOPSIS model. The AHP-TOPSIS model is proposed in this study to tackle the MCDM problem as choosing the optimal courier service involves various decision criteria. In this research, AHP is proposed to identify the priority of decision criteria, whereas TOPSIS is utilized to determine the ranking of the courier service providers. Additionally, this study aims to determine the priority of decision criteria. As a result of this research, GD Express was identified as the most preferred courier service provider, followed by DHL, FedEx, Skynet Express, PosLaju, and City-Link Express. Furthermore, the top three influencing factors are freight rates, timeliness and reliability. The significance of this study lies in identifying the most preferred courier service and the most influential decision criterion in the decision-making process. The study can serve as a reference for the less popular courier service companies, assisting them in identifying weaknesses and making enhancements according to the decision criteria’ ranking.