不同模式下电子商务物流服务质量评价研究

发布时间：2018-01-06 02:28

本文关键词：不同模式下电子商务物流服务质量评价研究　出处：《北京交通大学》2012年硕士论文　论文类型：学位论文

【摘要】：电子商务的高效运作源于“四流”的有机整合,而当商流、资金流、信息流都在网络上实现之后,物流就成为制约电子商务发展的关键要素。在我国,随着电子商务的快速发展,网络贸易与网络零售持续升温,对物流业的支撑作用提出了更高的要求。物流服务提供商竞相以优质特色的服务出击,以比较优势制胜,使电子商务物流市场竞争异常火爆。通过对电子商务物流服务质量进行合理、有效的评价,可以帮助企业提升物流服务水平,增强市场竞争力。本文认为B2B和C2C两种模式可比性较强,且涵盖了电子商务物流服务的贸易、零售领域,较为全面,所以选择了B2B和C2C作对比来研究不同模式下电子商务物流服务质量评价问题。首先分析了B2B和C2C电子商务物流服务的共性和特殊性,并进行比较研究,然后总结了我国目前电子商务贸易和零售物流服务的企业现状和存在问题。在此基础上分析构建了两种模式下不同的电子商务物流服务质量评价指标体系；针对两种模式下评价体系指标较多、定性和定量指标并存、指标不确定因素明显、指标数据少且不完备的特点,将粗糙集和灰色系统理论相结合,提出了基于粗糙集的电子商务物流服务质量灰色评价模型与求解过程、方法。最后通过两种模式下的算例分析对构建的指标体系和评价模型进行应用和检验,运用C++和Mat lair软件对模型编程求解,得到评价结果并作比较分析,从而验证了该指标体系及评价模型在电子商务物流服务质量评价中的有效性和实用性。
[Abstract]:The efficient operation of e-commerce lies in the "Four Integration", and when the business flow, capital flow, information flow in the network, logistics has become the key factor restricting the development of electronic commerce. In our country, with the rapid development of e-commerce, online trading and online retail continues to heat up, put forward high requirements of the supporting role of logistics. Logistics service providers compete to high-quality service, winning by a comparative advantage, make the electronic commerce logistics market is extremely competitive. Through the reasonable of e-commerce logistics service quality, effective evaluation, can help companies improve the logistics service level, enhance market competitiveness.
We believe that the B2B and C2C two models are highly comparable, and covers the electronic commerce logistics services trade, retail, more comprehensive, so I chose B2B and C2C to study the problem of e-commerce logistics service quality evaluation under different models compared. We analyzed the B2B and C2C e-commerce logistics services of common and special, and a comparative study, then summarizes the current status of China's e-commerce retail trade and logistics service enterprises and the existing problems. Based on the analysis of the construction of the e-commerce logistics service quality evaluation model under two different index system; for the two modes of evaluation index system is more, both qualitative and quantitative indicators. The index of uncertain factors, features less and incomplete indicator data, rough set and grey system theory, put forward the flow of electronic commerce services. Based on Rough Set The quality of grey evaluation model and method of solving process. Finally, the two modes of the example analysis of application and test of the index system and evaluation model, using C++ and Mat software of lair programming model, get the evaluation results and comparison analysis, which verifies that the index system and evaluation model in electronic commerce logistics service quality evaluation is effective and practical.

【学位授予单位】：北京交通大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F253.3;F724.6;F224

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