基于顾客满意的智能快递柜尺寸配比优化及收益分配研究

发布时间：2018-01-21 02:29

本文关键词： 智能快递柜顾客满意尺寸配比优化聚类分析收益分配　出处：《浙江理工大学》2017年硕士论文　论文类型：学位论文

【摘要】：电子商务的发展带来了海量的快递业务,2016年“双11”当天快递订单6.57亿件,但我国快递行业发展水平不一,服务能力差异明显。国家邮政局的统计中,顾客对快递的投递服务、丢失、延误等均有不满,其中投递服务的投诉率最高。末端投递由于各种原因存在很多困难,虽有菜鸟驿站等多种形式,但效果并不理想。2012年国内出现首个智能快递柜,提供自助收发快递服务,并迅速覆盖全国。随着使用的深入,凸显出各种问题,如格口单一、收费、故障等,严重影响顾客的使用满意度。因此,对智能快递柜相关问题的研究很有必要。本文首先对有关资料进行研究,初步分析了智能快递柜存在的问题,并结合顾客满意理论、物流服务质量理论,设计智能快递柜的顾客满意影响因素指标体系;通过调查问卷获取数据,并采用SPSS22.0进行信度分析、效度分析、因子分析、回归分析等,得出对顾客使用满意的影响由大到小为:服务可靠性、故障处理能力、服务价格、服务便捷性、服务多样性,为下文的研究作铺垫。通过对智能快递柜的顾客满意影响因素的研究发现,快递柜的服务可靠性对顾客满意的影响程度较大,服务可靠性是指快递柜格口尺寸和数量能满足顾客的多样需求。网购商品种类各异,而目前快递柜的规格基本一致,并未根据市场需求细分,存在不同程度的资源紧缺和闲置,影响顾客的使用体验。因此,以快递柜的格口配比为研究方向,以市场细分理论为基础,通过调查不同区域快递员的派件情况,利用SPSS22.0进行系统聚类和K-means聚类,得出适合小区、写字楼、学校三种场所的快递柜格口大小配比,以满足顾客的多样需求。除服务可靠性外,快递柜公司的故障处理能力和服务水平对顾客满意也有重要影响,故障处理能力体现了快递柜公司的服务水平,服务水平与服务成本和服务价格有关,服务价格又影响顾客满意。因此,考虑到快递柜的长久发展,从企业合作的角度,以快递柜公司和快递公司构成的二级服务供应链为研究对象,以服务水平代表快递柜公司的故障处理能力,并以集中决策和分散决策进行考虑,分别研究了按件付费模式和收益共享-成本共担模式下,快递公司和快递柜公司的最优决策,并讨论了收益共享-成本共担模式下收益分配的比例。最后,以目前在市场上覆盖范围最广的速递易快递柜为案例,结合快递行业的基础数据,对集中决策和分散决策下,快递柜公司和快递公司的最优决策进行分析,并对速递易快递柜的成本进行测算,将其与按件付费模式下的费用进行对比分析,对快递柜的运营提出了相应的发展建议,并对快递柜的未来研究方向做了进一步的展望。
[Abstract]:The development of electronic commerce has brought massive express service, on 2016 "double 11" day express order 657 million, but our country express delivery industry development level is different. The difference in service capacity is obvious. In the statistics of the National Post Office, customers are dissatisfied with the delivery service, loss and delay of express delivery. Delivery service of which the highest rate of complaints. Terminal delivery due to various reasons there are many difficulties, although there are a variety of forms such as rookie post, but the effect is not ideal. In 2012, the first intelligent express delivery cabinet appeared in China. With the deepening of use, all kinds of problems are highlighted, such as single gate, charge, failure, etc., which seriously affect customer satisfaction. It is necessary to study the related problems of intelligent express cabinet. Firstly, this paper studies the relevant information, and analyzes the problems of intelligent express cabinet, combined with customer satisfaction theory, logistics service quality theory. Design the index system of influencing factors of customer satisfaction of intelligent express cabinet; Through the questionnaire to obtain data, and SPSS22.0 for reliability analysis, validity analysis, factor analysis, regression analysis and so on, it is concluded that the impact of customer satisfaction from big to small: service reliability. Fault handling capacity, service price, service convenience, service diversity, for the following research. Through the intelligent express cabinet customer satisfaction factors found. The service reliability of express delivery cabinets has a great impact on customer satisfaction. Service reliability refers to the size and quantity of express delivery cabinets can meet the diverse needs of customers. At present the specifications of express delivery cabinets are basically the same, not subdivided according to the market demand, there are different degrees of resource shortage and idle, which affects the experience of customers. Therefore, the research direction is the gateport ratio of express delivery cabinet. On the basis of the theory of market segmentation, through investigating the distribution situation of the couriers in different regions, using SPSS22.0 to cluster the system and K-means clustering, we can get the suitable area, office building. In order to meet the diverse needs of customers, the failure handling ability and service level of express delivery cabinets also have an important impact on customer satisfaction, in addition to service reliability. Fault handling ability reflects the service level of express cabinet company, the service level is related to service cost and service price, and service price affects customer satisfaction. Therefore, considering the long-term development of express delivery cabinet. From the point of view of enterprise cooperation, the second-level service supply chain composed of express cabinet company and express delivery company is taken as the research object, and the service level represents the failure handling ability of express cabinet company. Considering centralized decision and decentralized decision, the optimal decision of express delivery company and express counter company under pay-per-piece mode and benefit-cost sharing mode are studied respectively. The paper also discusses the proportion of income distribution under the revenue-sharing-cost sharing mode. Finally, taking the express express cabinet which has the most extensive coverage in the market at present as an example, combined with the basic data of express delivery industry. Under centralized and decentralized decision-making, the optimal decision of express cabinet company and express delivery company is analyzed, and the cost of express express cabinet is measured and compared with the cost under pay-per-piece mode. This paper puts forward the corresponding development suggestions for the operation of express delivery cabinets, and makes further prospects for the future research direction of express delivery cabinets.
【学位授予单位】：浙江理工大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F259.2

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