Definition of the Reverse Logistics Dimension of the Customer-led Last Mile for Assessing the Quality of Third-Party Logistics Service

This paper develops a strategic model to help retailers in e-commerce to define the most important service quality dimension to evaluate their last-mile reverse logistics service provider from customer expectations. This model is based on Picture Fuzzy Sets (PFS) for consumers to express their preferences, MABAC method to aggregate the consumers' opinions, and ordered weighted averaging (OWA) operator to understand the disagreement degree among customers opinions. The model is efficient in decision-making regarding the choice of dimension and quality attributes that the company should prioritize. Companies that select and monitor their suppliers based on this priority attribute achieve greater efficiency in meeting their customers' needs.