An integrated decision-making framework for omni-channel retailing logistics capability assessment and improvement
by Ranjit Roy Ghatak
International Journal of Management and Decision Making (IJMDM), Vol. 23, No. 3, 2024

Abstract: Shifting to an omni-channel (OC) retailing business model necessitates retailers to integrate their logistics systems across channels. Integrating their logistics systems poses challenges for OC retailers due to these systems' highly complex and dynamic structure. To address the challenges associated with these complex logistical networks, retailers must improve their OC logistics capabilities. Few studies have offered a holistic approach for evaluating these complex OC logistical capabilities, successfully considering the dynamics at play, or proposed a road map for improvement. This research aims to overcome this fundamental problem by employing a novel hybrid multi-criteria decision-making (MCDM) approach to explore the interrelationships among the OC logistics capability dimensions and elements and to assess these capabilities and provide an effective improvement plan. The fuzzy decision-making trial and evaluation laboratory (DEMATEL) is used to build the NRM (network relationship map) for demonstrating the influencing network of OC logistics capabilities, dimensions and criteria. Then, a DEMATEL-based analytical network process (ANP) approach was used to assess the priorities of the OC logistics capabilities. Applying the framework to a real-world case study of an OC retailer to analyse logistical capabilities and suggest a roadmap for improvement proves its effectiveness.

Online publication date: Wed, 01-May-2024

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