Introduction: Over the years, quick commerce (Q-commerce) has gained significant popularity. The success of Q-commerce notably depends on effective last-mile logistics service (LMLS). In this context, advanced technologies play a critical role in improving the efficiency of LMLS for micro-fulfillment of orders.

Aim: Technology selection for micro-fulfillment planning in Q-commerce is a complex decision. This paper aims to identify critical factors that influence the effective selection of technology.

Method: This research draws on the opinions of experts. The criteria are identified through a literature review and subsequently finalized through discussions with experts. Then, experts rate the criteria using a pre-defined scale. The opinions are analyzed by utilizing an interval-valued intuitionistic fuzzy multi-criteria decision analysis (MCDA) approach. We apply the COBRAC model for MCDA.

Findings: Effective technology selection involves assessing automation intensity, scalability, system integration, operational flexibility, cost efficiency, and last-mile connectivity. Solutions must strike a balance between investing in automation and adapting to variable demand, while integrating real-time inventory and delivery platforms.

Conclusion: A multidimensional evaluation framework enables Q-commerce firms to align their infrastructure investments with evolving customer needs and technological innovations, thereby ensuring resilience and competitiveness.

Originality and value: Studies on Q-commerce LMLS are minimal, albeit rare in the literature. This study fills the gap in the literature by providing a robust and scientific approach to group decision-making, addressing the issue of selecting advanced technology.

Prasenjit Chatterjee

Affiliation

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Identification of Key Factors for Technology Selection to Enhance Last-Mile Logistics Service Performance