Alves de Araújo, FernandaMendes dos Reis, João GilbertoTerra da Silva, MarciaAktas, Emel2022-05-172022-05-172022-05-10Alves de Araújo F, Mendes dos Reis JG, Terra da Silva M, Aktas E. (2022) A fuzzy analytic hierarchy process model to evaluate logistics service expectations and delivery methods in last-mile delivery in Brazil. Sustainability, Volume 14, Issue 10, Article number 57532071-1050https://doi.org/10.3390/su14105753http://dspace.lib.cranfield.ac.uk/handle/1826/17903Nowadays, postal services and third-party logistics services (3PL) have been pressured by the increasing demand for delivery services. Therefore, they need to improve their last-mile delivery strategies to meet customers’ expectations. This paper aims to investigate how logistics service expectations affect the delivery process in urban areas using a multiple-criteria decision support system based on the Fuzzy Analytic Hierarchy Process (FAHP). We developed a decision-making model employing six criteria and five delivery methods indicated in the literature and collected information from 27 experts working in academia and local and multinational third-party logistics providers in Brazil to validate this model. The results indicate that cost (21.4%) and tracking and tracing (19.3%) are the most important two criteria in the decision model, and the best delivery methods are smart lockers (21.8%) followed by small trucks (21.3%). Our results suggest that service expectations regarding last-mile delivery are aligned with extensive use of road transport and the increase in e-commerce sales can raise greenhouse gas emissions and compromise the environment in urban areas.enAttribution 4.0 Internationalhttp://creativecommons.org/licenses/by/4.0/last-mile deliveryB2Csmall parcelsBrazilian e-commerceAnalytical Hierarchy Processfuzzy logicArticle