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

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.