顾客满意度视角下的零售供应链协同绩效评价研究

发布时间：2018-02-27 19:09

本文关键词： 顾客满意度供应链协同评价决策粗糙集理论 DEMATEL方法　出处：《湘潭大学》2016年硕士论文　论文类型：学位论文

【摘要】：零售业在拉动内需的国民经济发展战略中扮演重要角色,它是推动国民经济发展和提高人民物质生活水平的重要行业。随着供应链管理理论的发展,现代零售企业的管理模式也发生了巨大变化,从传统的纵向一体化管理模式转变为横向的一体化发展模式。这种模式的发展变化体现了零售企业对于核心竞争力的理解不再局限于企业内部管理与控制产品和服务,而是以零售业核心企业为中心的,充分利用外部资源,通过上下游合作企业围绕共同目的来提供给市场产品与服务,形成基于合作“网链”的新型市场竞争模式。因此,现代市场的竞争实际成为企业供应链的竞争。零售供应链是以零售企业为供应链的组织核心,以顾客需求为协同依据,通过整合供应链的供应商、经销商、零售商以及顾客需求,从而满足终端顾客的产品与服务需求,实现零售供应链合作企业的发展与共赢。本文在现有研究的基础上,首先,从顾客满意度视角出发,由大型连锁零售供应链行业入手,考虑“多供应商—多零售商(多零售网点)—顾客群”的供应链协同绩效为研究对象,在基于供应链协同绩效指标选取原则的前提下,构造出顾客满意度视角的零售供应链协同绩效评价指标体系。其次,结合供应链协同绩效评价的客观实际,运用基于分块计算的粗糙集条件信息熵方法确定评价指标的初始客观权重,并吸收DEMATEL法对于指标属性间复杂关系的精细分析能力,进一步修正粗糙集方法建模下条件属性的客观权重值,获取更加合理的评价指标属性的最终权重值。同时,基于本文构造的零售供应链协同绩效评价指标体系与评价方法模型进行实证研究。以某大型连锁商超面向湖南地区顾客的68个营业网点为研究样本(其中60个网点数据作为训练数据,8个网点数据作为测试待评价数据),选取生鲜类、食品类、日百类三类供应商进行供应链协同分析,对应划分出a、b、c三条供应链子链,通过供应链子链的协同绩效评价综合后得到零售供应链的整体协同绩效。最后利用序号总和理论和Spearman等级相关性检验的综合评价比较方法证明了本文所提出的顾客满意度视角下的零售供应链协同绩效智能评价方法的合理性与优越性,为零售供应链的协同绩效评价提供新的研究思路与方法。
[Abstract]:The retail industry plays an important role in stimulating domestic demand of the national economic development strategy, it is to promote economic development and improve people's living standards of important industries. With the development of supply chain management theory, modern retail enterprise management model has undergone tremendous changes, the transition from traditional vertical integration management mode for horizontal integration development model the development of this model. The change reflects the understanding of the core competitiveness of the retail enterprises is no longer limited to the enterprise internal management and control of products and services, but the retail core enterprises as the center, make full use of external resources, around a common purpose through cooperation with the upstream and downstream enterprises to provide products and services market, the formation of new market competition cooperation mode "network chain" based on the modern market competition. Therefore, the actual enterprise becomes the competition of supply chain retail supply chain. In the retail supply chain enterprises as the core of the organization, customer demand as the bases of cooperation, through the integration of the supply chain of suppliers, distributors, retailers and customers, so as to meet the demand for products and services to end customers, achieve development and win-win cooperation enterprises of the retail supply chain. On the basis of existing research, first of all, starting from the perspective of customer satisfaction, starting from the large chain retail industry, considering multi supplier and multi retailer (many retail outlets) - customers "supply chain collaboration performance as the research object, on the premise of collaborative principle of choosing performance indicators based on supply chain, construct the performance evaluation index system of supply chain collaborative retail customer satisfaction from the perspective of objective reality. Secondly, combined with the supply chain collaboration performance evaluation, using block calculation based on rough sets conditional information entropy method to determine the evaluation index The initial objective weight, fine analysis ability and absorption of DEMATEL method in the complex relationship between the index attribute, further modified objective weighting method of modeling condition attribute of rough set, the final weight for the evaluation index attribute more reasonable value. At the same time, the empirical study on retail supply chain collaboration model this paper constructs performance evaluation index system and method based on the evaluation. The 68 business outlets in a large chain of super oriented customer in Hunan area as research samples (including data of 60 outlets as training data and test data of 8 outlets as the evaluated data), selection of fresh, food, day 100 class three suppliers of supply chain coordination analysis, corresponding division a, B, C three supply chain chain, collaborative performance by the comprehensive performance evaluation of supply chain collaboration after the chain retail supply chain. Finally, using the sequence number summation theory Spearman rank correlation test and comprehensive evaluation of the comparative method to prove the rationality and superiority of the performance evaluation method of Intelligent Collaborative retail supply chain from the perspective of customer satisfaction this situation, research ideas and provide new method for collaborative performance evaluation of the retail supply chain.

【学位授予单位】：湘潭大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：F274

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