互联网思维的快递专车拼箱配送模式研究

发布时间：2019-02-09 19:48

【摘要】：随着互联网思维成为时代的潮流,云服务、移动LBS应用、物联网和移动通讯为代表的信息技术迅速普及,我国电子商务取得了跨越式的发展,快递业务增长迅猛。但是,快递服务与电商发展的不平衡,产生了一些衔接不顺畅、发展不匹配的问题,快递末端配送难题成为了矛盾的聚焦点。如何适应互联网时代潮流,优化资源配置、降低配送成本、整合线下资源和提升用户体验,解决“最后一公里”配送存在的问题成为了快递企业面临的巨大挑战。本文通过对商业模式、资源优势理论和末端配送模式国内外研究进行综述分析,厘清核心概念和理论基础。分析国内快递末端配送现状及存在的问题,挖掘问题产生的根源,对现有主流的快递末端配送模式进行适用性分析,通过优点、局限性和适用范围三个维度进行综合评价,进而基于资源优势理论挖掘现有配送模式的资源利用对竞争优势的影响情况,总结现有快递末端配送模式在适用性和资源合理配置上存在的不足。鉴于此,借鉴互联网思维,结合互联网时代价值创造的关键因素,在改进的CCSI模型基础上构建互联网时代快递末端配送顾客满意度指数模型,形成了过程因素——期望因素——结果因素的评价路径。通过对快递业务申诉问题和快递服务选择因素等数据的统计分析,挖掘顾客新的关注点。根据快递服务流程特点和互联网思维关键要点,创建了基于互联网思维的快递专车拼箱配送模式,以期为快递企业提供一些参考,解决困扰快递末端配送的难题。
[Abstract]:With Internet thinking becoming the trend of the times, cloud services, mobile LBS applications, Internet of things and mobile communications as the representative of information technology is rapidly popularizing, e-commerce in China has made leapfrog development, express service growth rapidly. However, the imbalance between the development of express service and e-commerce has resulted in some problems of unsmooth convergence and mismatch of development. The problem of delivery at the end of express delivery has become the focus of contradiction. How to adapt to the trend of the Internet era, optimize the allocation of resources, reduce the cost of distribution, integrate the offline resources and enhance the user experience, solve the "last kilometer" distribution problems has become a huge challenge facing the express delivery enterprises. This paper summarizes and analyzes the domestic and international research on business model, resource advantage theory and terminal distribution model, and clarifies the core concept and theoretical basis. This paper analyzes the present situation and existing problems of domestic express terminal distribution, excavates the root cause of the problem, analyzes the applicability of the existing mainstream express terminal distribution mode, and evaluates comprehensively through the three dimensions of advantages, limitations and applicable scope. Then, based on the theory of resource advantage, the paper excavates the influence of resource utilization on the competitive advantage of the existing distribution mode, and summarizes the shortcomings of the existing delivery terminal distribution mode in applicability and rational allocation of resources. In view of this, using the Internet thinking for reference, combining with the key factors of value creation in the Internet era, based on the improved CCSI model, the customer satisfaction index model of courier terminal distribution in the Internet era is constructed. The evaluation path of process factor, expectation factor and result factor is formed. Through the statistical analysis of the complaint problem of express service and the factors of choice of express service, the new concerns of customers are excavated. According to the characteristics of express service flow and the key points of Internet thinking, a delivery mode of express special car LCL based on Internet thinking is established in order to provide some reference for express delivery enterprises and to solve the problem that puzzles the terminal delivery of express delivery.
【学位授予单位】：广东财经大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：F724.6;F259.2

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