Creating an operational evaluation model for catering delivery platforms using an expanded BOCR theory

Abstract

A comprehensive understanding of the operational evaluation model for catering delivery service platforms (CDSPs) is essential for generating revenue, gaining competitive advantages, and achieving sustainable development in the transportation industry and management, both during and after the COVID-19 pandemic. This study developed an operational evaluation model for CDSPs by expanding upon the benefits, opportunities, costs, and risks (BOCR) theory to include a governmental perspective. The effectiveness of the model was assessed using multiple-attribute decision-making (MADM) methods. Key factors in the development of the model were identified through a literature review and survey questionnaire, resulting in five evaluation dimensions and 23 criteria. Fifteen industry experts participated in the survey. To validate causal relationships and construct an influential network relations map (INRM) for each criterion, the decision-making trial and evaluation laboratory (DEMATEL) method was utilised for analysis. The deterministic DEMATEL-based analytic network process (DANP) technique was utilised to calculate influential weights. The results from the INRM indicated that the most influential factors for improving CDSPs were risks, government, costs, opportunities, and benefits. Furthermore, the influential weights determined through the DANP analysis identified benefits as the most significant dimension, followed by costs, opportunities, risks, and government. This study contributes theoretically to the existing literature by incorporating the government's perspective into the BOCR framework and utilizing advanced MADM methods for model evaluation. These findings provide valuable insights for decision- makers in CDSPs, emphasising the importance of addressing risks and government-related factors while prioritising benefits to enhance performance and sustainability in the post-pandemic landscape.