基于需求满足的快递服务关键资源识别研究

发布时间：2018-05-08 23:17

本文选题：快递服务 + 关键资源识别　；参考：《天津财经大学》2013年硕士论文

【摘要】：近年来,我国快递行业在电子商务发展的带动下发展迅猛。然而,新兴的快递服务在很多方面无法满足激增的顾客需求,出现了诸多问题。快递服务的需求满足直接关系到了电子商务行业与快递行业的未来发展,因此,快递服务业应从简单粗放型发展转变到以满足顾客需求的服务设计者角度来考虑行业的战略规划,合理进行资源分配。为了研究影响服务需求满足的关键资源,试图从快递服务的“需求—能力—资源”映射出发,确定基于需求满足的快递服务关键资源因素。首先,通过对服务蓝图法的拓展应用,分析整个快递服务流程,进行快递服务能力与快递服务资源指标的提取；其次,建立有效的两阶段QFD识别模型,将快递服务需求逐阶分解至快递服务资源,从众多影响因素中识别出对服务需求满足起关键作用的资源因素,并对关键资源因素按重要程度进行排序。模型中应用三角模糊数对大量模糊数据进行处理,尤其对三角模糊数应用于质量屋中关系矩阵修正进行了深入研究；然后进一步通过模型逆向仿真不同资源配置投入情况下顾客需求满意度的输出,通过验证两阶段QFD的有效性及所识别出因素的合理性。通过本研究试图确定其中的关键资源是否对快递服务质量有显著的影响；如果有影响,影响的作用大小如何；上述研究结论能为提高快递服务需求满足度提供科学的研究方法,为快递企业服务管理、客户关系管理提供理论依据。
[Abstract]:In recent years, the express industry in China has developed rapidly in the development of e-commerce. However, the new express service can not meet the needs of increasing customers in many aspects. There are many problems. The demand of express service is directly related to the future development of e-commerce industry and express industry. Therefore, express service industry should be simplified. The development of single extensive development has been changed to the strategic planning of the industry to meet the needs of customers, and to allocate resources reasonably.
In order to study the key resources that affect service demand satisfaction, this paper tries to determine the key resource factors of express service based on demand satisfaction from the "demand capability resource" mapping of express service. First, through the expansion and application of service blueprint method, the whole express service process is analyzed, express service capacity and express service capital are carried out. Secondly, an effective two stage QFD recognition model is established, which decomposes the express service demand to express service resources. From many factors, it identifies the key resource factors that meet the needs of service demand, and sorts the key resource factors according to the importance. The fuzzy data is processed, especially the triangular fuzzy number is applied to the relationship matrix correction in the quality house, and then the output of the customer's demand satisfaction is further simulated by the model reverse simulation of the different resources allocation, and the validity of the two stage QFD and the rationality of the identified factors are verified. The study tries to determine whether the key resources have a significant impact on the quality of express service. If there is an impact, how the impact of the impact of the impact on the size of the impact, the above conclusions can provide a scientific research method for the improvement of express service demand satisfaction, and provide a theoretical basis for the service management of express enterprises and customer relationship management.

【学位授予单位】：天津财经大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F259.2

【参考文献】