基于模糊综合评价法的众包物流跨城服务质量评价

发布时间：2018-07-27 16:46

【摘要】：在“大数据”与互联网经济交织的时代,在懒人经济盛行与到家服务日益火爆的今天,激烈的竞争不断激发产品和服务的提升,消费者对可选服务的要求越来越多,希望享受更多的个性化服务。所以高效率、低成本及充分利用社会闲散资源的跨城众包物流模式开始进入大众视野。国务院常务会议在2015年确定了快递员职业技能不再属于行政受理的必要条件,也就是说物流消除了法律的屏障,使得跨城众包物流所需要的自由快递人符合实际而发展壮大。众包物流正处于快速发展时期,而跨城众包物流是在众包物流的基础上发展起来的,但是目前跨城众包物流还存在很多问题在服务质量上,服务质量的好坏直接影响消费者的感官感知,进而影响顾客体验和顾客评价。因此,当下研究跨城众包物流模式的服务质量问题,成为了顺应社会的主流。本文的研究包括以下几方面的内容:首先,本文在综合对比跨城众包物流与传统物流的区别后,考虑跨城众包物流安全性和不可控制性的特点,通过借鉴前人有关众包物流服务质量的研究成果,参考专家、消费者的意见总结影响我国跨城众包物流的影响因素。其次,以SERVQUAL模型维度为基础,确立了评价跨城众包物流服务质量的5个维度:安全性、可靠性、保证性、时间性、反应性。根据服务主体把跨城众包物流服务质量体系划分为信息服务质量、后勤服务质量、物流服务质量三个子系统,通过实地调研和调查问卷确定了系统指标。随后,以系统指标为变量,建立跨城众包物流服务质量的模糊综合评价模型以及三个子系统模型。最后,将所建的模糊综合评价模型作用于T公司,用问卷收集到的数据进行统计处理并做实证分析。对T公司进行模糊综合评价,根据实证结果做出相应的改进措施,为T公司提高跨城众包物流的服务质量提供参考和决策依据,同时验证了本文所构建的跨城众包物流服务质量的模糊综合评价模型的合理性、可操作性。
[Abstract]:In the era of "big data" and Internet economy intertwined, today, when the economy of lazy people is popular and home service is increasingly hot, the fierce competition is incessant to stimulate the promotion of products and services, and consumers demand more and more optional services. Hope to enjoy more personalized services. Therefore, the cross-city crowdsourcing logistics model with high efficiency, low cost and full use of social idle resources began to enter the public view. In 2015, the executive meeting of the State Council determined that the professional skills of couriers no longer belong to the necessary conditions for administrative acceptance, that is, logistics eliminates the legal barrier and makes the free couriers needed for cross-city crowdsourcing logistics to conform to the reality and grow stronger. Crowdsourcing logistics is in a period of rapid development, and cross-city crowdsourcing logistics is developed on the basis of crowdsourcing logistics. However, at present, there are still many problems in cross-city crowdsourcing logistics in terms of service quality. The quality of service directly affects the sensory perception of consumers, and then affects customer experience and customer evaluation. Therefore, the current research on the service quality of cross-city crowdsourcing logistics model has become the mainstream to conform to the society. The research of this paper includes the following aspects: firstly, after comparing the differences between cross-city crowdsourcing logistics and traditional logistics, this paper considers the security and uncontrollable characteristics of cross-city crowdsourcing logistics. By referring to the previous research results on the service quality of crowdsourcing logistics, referring to experts and consumers' opinions, this paper summarizes the influencing factors of cross-city crowdsourcing logistics in China. Secondly, based on the SERVQUAL model dimension, five dimensions are established to evaluate the service quality of cross-city crowdsourcing logistics: security, reliability, assurance, timeliness and responsiveness. According to the service subject, the multi-city crowdsourcing logistics service quality system is divided into three subsystems: information service quality, logistics service quality and logistics service quality. Then, the fuzzy comprehensive evaluation model and three subsystem models of the service quality of cross-city crowdsourcing logistics are established by taking the system index as the variable. Finally, the fuzzy comprehensive evaluation model is applied to T Company, and the data collected by the questionnaire are analyzed statistically and empirically. The fuzzy comprehensive evaluation of T Company is carried out, and the corresponding improvement measures are made according to the empirical results, which provide reference and decision basis for T Company to improve the service quality of cross-city crowdsourcing logistics. At the same time, it verifies the rationality and maneuverability of the fuzzy comprehensive evaluation model of cross-city crowdsourcing logistics service quality.
【学位授予单位】：江西财经大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F259.2

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