Abstract: Choosing express logistics service providers is a tough decision that affects costs, the quality of service, delivery reliability, and customer satisfaction. While multicriteria decision-making methods are usually used in supplier selection, most studies focus on traditional criteria such as price and lead time. In this paper, a PROMETHEE-GAIA based decision support model is proposed that incorporates two additional dimensions into traditional logistics performance indicators: sustainability, evaluated through environmental, social, and governance (ESG) alignment, and consumer reputation, measured using indices derived from a public complaint platform. By using quantitative and qualitative criteria, the model gives a more complete and transparent evaluation of providers operating in Courier, Express, and Parcel markets. The model tested with five express transport providers shows that ESG and complaint-based metrics affect supplier rankings and improve decision robustness under sensitivity analysis. The framework improves PROMETHEE applications and offers logistics managers a more general, stakeholder-oriented tool for supplier selection.

Keywords: PROMETHEE-GAIA, Multicriteria Decision-Making, Logistics Service Provider, Supplier Selection, Transportation Services, Customer Complaints, Sustainability (ESG), Courier, Express and Parcel (CEP)

Pages: 465-477