An Application of Triple Bottom Line Model and MCDM Method to Develop Sustainable Last-mile Delivery in B2C E-commerce

Purpose: This study aims to develop sustainable last-mile delivery in B2C e-commerce. Research design, data, and methodology: A combined method of bibliometric analysis, deep interview, quantitative survey, and ANP, in which bibliometric analysis was carried out for the identification of trends and drivers of sustainable last-mile delivery, deep interviews with 10 stakeholders were conducted to revise sustainable last-mile delivery drivers, the quantitative survey with the reliability and validity test was employed to ensure of the compatibility between the sustainable development drivers and last-mile delivery services, and ANP was executed to derive priorities of these drivers. Results: The drivers of sustainable last-mile delivery development are made up of three key clusters namely economic, social and environmental drivers and 12 sub-drivers, which include reducing failed orders, increasing delivery efficiency, reducing delivery costs and increasing delivery speed for economic driver cluster; increasing delivery space, improving public spaces, reducing traffic jams, and increasing safety and security for social cluster; reducing emissions, reducing noise pollution, reducing visual pollution, and having green policy for environmental cluster. Conclusions: The theoretical contribution of this study is the introduction of drivers of last-mile delivery sustainable development and their priorities. In regard to the practical contribution, the study results are roadmaps for stakeholders in pursuing last-mile delivery sustainable development.