A Bayesian Best-Worst Method-Based Multicriteria Competence Analysis of Crowdsourcing Delivery Personnel

Table 2

MCCA framework for the crowdsourcing delivery personnel.

Main criteria	Meaning	Subcriteria	Measurement	Source
Knowledge ()	Accumulated relevant delivery knowledge and experience of the crowdsourcing delivery personnel through postentry training and previous experience in the logistics field as well as appropriate self-assessment of their service awareness	Knowledge of crowdsourcing delivery ()	Level of knowledge of crowdsourcing delivery after training since entering into the crowdsourcing delivery platform	[16]
		Previous job experience ()	Level of previous related work and accumulated experience in the field of logistics owned by the crowdsourcing delivery personnel	[17, 73]
		Customer service awareness ()	Degree of customer service awareness self-reported by the crowdsourcing delivery personnel	[9]
Skills ()	In a certain delivery environment, the delivery personnel use certain transport means (motorcycle, electric motorcycle, balance vehicle, and on foot), complete the order received from the takeaway platform with smartphones within a certain period while keeping the customer’s goods intact	Total mileage ()	Crowdsourcing delivery personnel’s total delivery mileage as of the date of statistics	[74]
		Delivery order quantity ()	Crowdsourcing delivery personnel’s total delivery order quantity as of the date of statistics	[37]
		Average delivery time ()	The ratio of total delivery time to the total number of deliveries	[18]
		Goods intact ()	The ratio of all the customers who rate the goods intact to all the customers who have given their ratings to the crowdsourcing delivery personnel	[12]
Abilities ()	Job performance or the effective outcomes achieved by the order completeness during each delivery of the personnel and is mostly manifested by the various feedbacks from the customers	Negative ratings ()	The ratio of all the customers who give negative reviews like “slow delivery,” “mismatched meals,” “overtime delivery,” “poor attitude,” and “unfamiliar with routes” to all the customers who have given their ratings to the crowdsourcing delivery personnel	[18, 19]
		Punctuality ()	The ratio of the number of orders delivered on time (the early or late orders are excluded) to the total number of orders delivered	[18]
		Extra reward ()	Numbers of all the customers who give extra money reward to the delivery personnel	Our team
Traits ()	Internal or external characteristics or qualities displayed by the crowdsourcing delivery personnel via completing each customer’s order	Politeness and warmth ()	The ratio of all the customers who rate the delivery personnel as being polite and warm to all the customers who have given their ratings	[39]
		Instrument neat ()	The ratio of all the customers who rate the delivery personnel as being clean and tidy to all the customers who have given their ratings	[33, 37]
		Responsible ()	The ratio of all the customers who appraise delivery personnel delivering the goods even in bad weather to all the customers who have given their ratings	[20]
		Neatly dressed ()	The ratio of all the customers who indicate the delivery personnel are neatly dressed to all the customers who have given their ratings	[33, 37]