An Integrated Decision Framework for Evaluating Warehouse Management Systems

This study examines the Warehouse Management System (WMS) evaluation in digitalized logistics operations as a multidimensional decision-making problem. By integrating the Technology Acceptance Model (TAM) and Innovation Diffusion Theory (IDT), the study develops a framework that links technology acceptance considerations with operational and strategic software evaluation criteria. The fuzzy Best–Worst Method (BWM) was applied to prioritize the criteria under uncertainty, using evaluations obtained from logistics professionals, software experts, warehouse managers, and academics. The findings show that Software Architecture and Flexibility is the most important main criterion, followed by Security and Performance and System Integration Capability. At the sub-criteria level, Compliance with Standard Protocols, Modularity, Scalability, ERP/TMS/CRM Integration, and Mobile Compatibility emerged as the five most critical determinants. The results indicate that logistics firms prioritize standard compliance, architectural flexibility, scalability, system integration, and mobile compatibility over user-centered criteria. The study contributes to the WMS evaluation literature by combining TAM and IDT with a fuzzy multi-criteria decision-making approach and provides managers with a structured framework for aligning WMS evaluation with operational fit and digital transformation goals.