Performance Analysis of Courier Service Providers in Transportation Using TOPSIS Model

Nowadays, the exponential growth of e-commerce has influenced the market of courier service providers. The sellers are increasing the parcels that need to be delivered every year, and this trend is expected to continue in the foreseeable future. In this competition environment, customer will choose the courier service provider that can provides the most satisfactory service. This study aims to propose a research framework to analyse and evaluate the performance of courier service providers in transportation using Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) model. This study indicates that the assurance and responsiveness are the influential decision criteria for the performance evaluation of courier service providers. Besides, GDEX outperforms Ninja Van and J&T Express as courier service providers in transportation based on the TOPSIS model.