Service performance evaluation of China expresses delivery companies based on a MCDM model

Multiple criteria decision making (MCDM) is used in various fields because of its advantages in qualitative and quantitative assessment of decision making. This paper applies best and worst method (BWM) and gray relational analysis (GRA) to evaluate service performance of private express delivery companies. Timeliness, reliability, economy, tangibility, service level and sustainability are determined as six dimensions that affect the performance of private delivery service. The weight of each dimension is calculated by BWM method. Five well-known private express delivery companies in China are selected as the case study. A gray relational analysis is used to sort the service performance of the five companies. The results can be used as a reference to improve companies' service performance in future.