Routing problem in after-sales delivery service: A model based on customer satisfaction

Traditional vehicle routing problem considers minimizing the total distance that vehicles travel or minimizing the total travelling time. They usually ignore the feelings of customer. With the consideration of customer satisfaction in delivery service, the objective of traditional routing problem is not the same anymore. We develop a general model to address the customer satisfaction in after-sales delivery routing problem and may inspire companies in their realistic after-sales delivery service operations.