Logistics service provider selection for the road transport of express cargo

Purpose: The objective of this study is to propose and demonstrate a structured method for selecting logistics service providers specialized in express road freight transport, grounded in Multi-Criteria Decision Making and sensitivity analysis. The company specializes in this segment, however, hiring Logistics Service Provider can increase its competitiveness and improve its indicators related to quality and customer satisfaction. Design/methodology/approach: The case study was carried out in a company specializing in express cargo services, which decided to hire Logistics Service Provider can increase its competitiveness and improve its indicators related to quality and customer satisfaction. Results: The results demonstrated that information technology, responsiveness, and quality management are the most relevant criteria for the contractor due to the need to preserve the reliability of the company in front of its customers and to remain competitive in the express cargo segment. Limitations of the investigation: The logistics service provider selection was carried out for the road transport of express cargo, but it cannot be generalized to other types of transport. Practical implications: Sensitivity analysis to verify the consistency of the weights assigned to the criteria and verified that the proposed model is an alternative that could result in the choice of the company that best meets the needs of the contracting company because the evaluation was based on qualitative and quantitative criteria that express the contractor´s needs. Originality/Value: This study contributes to supply chain managers and express delivery road transport operations because it shows a realistic decision-making process, elucidating the most relevant strategic criteria and subcriteria for the decision, which are important for the contractor to demand from the Logistics Service Provider in the contractual process.