Title: The key factors for selecting C2C logistics companies in Thailand: an application of analytical hierarchy process and three ranking logic

Authors: Rapee Pongpanich; Tzong-Ru Lee; Nirote Sinnarong

Addresses: Institute of Technology Management, National Chung Hsing University, 250 Kuo Kuang Rd., 402 Taichung City, Taiwan; Faculty of Arts and Management Science, Surat Thani Campus, Prince of Songkla University, Muang, Surat Thani 84000, Thailand ' Department of Marketing, National Chung Hsing University, 250 Kuo Kuang Rd., 402 Taichung City, Taiwan ' Department of Economics, Maejo University-Phrae Campus, Phrae 54140, Thailand

Abstract: This study investigates the key success factors (KSFs) for selecting the consumer to consumer (C2C) logistics provider in Thailand. Relevant factors related to the selection criteria of a C2C third party logistic (3PL) provider are first solicited from the literatures and 17 major factors which are categorised in five groups are identified by a group of experts. Then, we apply analytical hierarchy process method incorporated with the three ranking logic to calculate the global weight for each factor. Finally, it is found that the top four KSFs for selecting C2C 3PL providers in Thailand are: 1) transport price, 2) on-time delivery, 3) quality of service, 4) short lead time. These results can let the 3PL providers understand the needs of the players in the C2C markets. Furthermore, it can be also treated as a guideline for the C2C entrepreneurs to monitor and improve the quality of their customer services.

Keywords: critical success factors; CSFs; analytical hierarchy process; AHP; C2C logistics firms; 3PL providers; Thailand; consumer to consumer logistics; supplier selection; transport price; on-time delivery; quality of service; QoS; lead times.

DOI: 10.1504/IJLSM.2015.069384

International Journal of Logistics Systems and Management, 2015 Vol.21 No.2, pp.242 - 268

Received: 29 Oct 2013
Accepted: 27 Feb 2014
Published online: 14 May 2015 *

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