本文關(guān)鍵詞：基于突變級(jí)數(shù)法的生鮮電商冷鏈物流服務(wù)質(zhì)量評(píng)價(jià)研究　出處：《北京交通大學(xué)》2017年碩士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： 生鮮電商 物流服務(wù)質(zhì)量 冷鏈物流 突變級(jí)數(shù)法 評(píng)價(jià)模型

【摘要】：隨著我國經(jīng)濟(jì)的快速發(fā)展和互聯(lián)網(wǎng)的迅速普及,電子商務(wù)在我國得到了空前的發(fā)展,生鮮電商是近幾年該領(lǐng)域發(fā)展的一個(gè)重要方向。盡管面向的是居民高頻次消費(fèi)的剛性需求,市場(chǎng)前景極其廣闊,但由于生鮮產(chǎn)品本身具有易腐爛變質(zhì)、不易保存、地域性強(qiáng)等特性,生鮮電商面臨著諸多挑戰(zhàn),首當(dāng)其沖的便是冷鏈物流服務(wù)質(zhì)量問題。目前,眾生鮮電商在生鮮冷鏈物流方面的服務(wù)都還不盡如人意,因物流服務(wù)質(zhì)量問題造成的顧客投訴或差評(píng)屢見不鮮,生鮮電商冷鏈物流服務(wù)質(zhì)量問題已經(jīng)成為制約生鮮電商企業(yè)可持續(xù)發(fā)展的關(guān)鍵因素。然而,當(dāng)前學(xué)術(shù)界有關(guān)生鮮電商冷鏈物流服務(wù)質(zhì)量評(píng)價(jià)的研究很少,行業(yè)內(nèi)也尚未形成統(tǒng)一的服務(wù)評(píng)價(jià)標(biāo)準(zhǔn)。因此,如何對(duì)生鮮電商冷鏈物流服務(wù)質(zhì)量進(jìn)行合理評(píng)價(jià),進(jìn)而改善與提升其服務(wù)質(zhì)量水平,極具研究價(jià)值。本文從服務(wù)接受方的角度出發(fā),以顧客為導(dǎo)向?qū)ιr電商冷鏈物流服務(wù)質(zhì)量展開研究,構(gòu)建了基于改進(jìn)突變級(jí)數(shù)法的生鮮電商冷鏈物流服務(wù)質(zhì)量評(píng)價(jià)模型。首先,對(duì)生鮮電商冷鏈物流的運(yùn)營模式、問題瓶頸和服務(wù)特點(diǎn)三個(gè)方面展開剖析。其次,結(jié)合消費(fèi)者訪談結(jié)果,在對(duì)生鮮電商冷鏈物流服務(wù)質(zhì)量影響因素深入分析的基礎(chǔ)上,對(duì)SERVQUAL模型各維度進(jìn)行適當(dāng)?shù)匦薷�、增刪和重新詮釋,確定了可靠性、響應(yīng)性、方便性、經(jīng)濟(jì)性和服務(wù)柔性5個(gè)評(píng)價(jià)新維度,并參考LSQ模型指標(biāo)和相關(guān)標(biāo)準(zhǔn),初步確定了各維度具體指標(biāo)。在此基礎(chǔ)上,利用問卷調(diào)查收集到的有效數(shù)據(jù)對(duì)初始指標(biāo)進(jìn)行檢驗(yàn)與調(diào)整,得到了最終的生鮮電商冷鏈物流服務(wù)質(zhì)量評(píng)價(jià)指標(biāo)體系。隨后,對(duì)生鮮電商冷鏈物流服務(wù)質(zhì)量評(píng)價(jià)模型的構(gòu)建要求和突變級(jí)數(shù)法的適用性及優(yōu)勢(shì)進(jìn)行分析,并針對(duì)突變級(jí)數(shù)法各指標(biāo)重要程度排序問題,運(yùn)用離差最大化法和粗糙集理論分別對(duì)各指標(biāo)的可變權(quán)重和屬性權(quán)重進(jìn)行計(jì)算,進(jìn)而利用組合賦權(quán)實(shí)現(xiàn)各指標(biāo)重要程度排序,構(gòu)建了生鮮電商冷鏈物流服務(wù)質(zhì)量評(píng)價(jià)改進(jìn)突變級(jí)數(shù)模型。最后,用京東生鮮和順豐優(yōu)選的實(shí)例對(duì)本文構(gòu)建的評(píng)價(jià)模型進(jìn)行實(shí)證研究,對(duì)評(píng)價(jià)結(jié)果進(jìn)行了具體分析,針對(duì)這兩家生鮮電商當(dāng)前重點(diǎn)存在的問題,分別從維度要素和指標(biāo)要素兩個(gè)層面提出了相應(yīng)的改進(jìn)建議。
[Abstract]:With China's rapid economic development and the rapid popularization of Internet, e-commerce has been an unprecedented development in our country, fresh electricity is an important direction of development in recent years in the field. Although the frequency of consumption of residents is a rigid demand, the market prospect is extremely broad, but due to the fresh products are perishable not bad, easy to preserve, strong regional characteristics, fresh electricity supplier is facing many challenges, the first is the cold chain logistics service quality problems. At present, all fresh electricity in the fresh cold chain logistics services are still not satisfactory, customer complaints caused by the problem of logistics service quality or poor It is often seen.. Fresh cold chain logistics service quality has become a key factor restricting the sustainable development of fresh business enterprise. However, the current academic circles about the fresh cold chain logistics service quality evaluation There is little research, the industry has not yet formed a unified standard of service evaluation. Therefore, how to evaluate the electricity supplier of fresh cold chain logistics service quality, and improve and enhance its service quality, great research value. In this paper, the receiving party from the perspective of service of customer oriented research on fresh cold chain logistics the quality of service, improve the service quality of the construction of fresh cold chain logistics evaluation model based on catastrophe progression method. First, the electricity supplier of fresh cold chain logistics operation mode, bottleneck and service characteristics of three aspects analysis. Secondly, combined with consumer interviews, in-depth analysis on the influencing factors of the fresh cold chain logistics the quality of service, to appropriately modify the dimensions of the SERVQUAL model, delete and re interpretation of the reliability, responsiveness, convenience, economy and flexible service 5 A new evaluation index and reference dimension, LSQ model and related standards, initially identified the specific indicators of each dimension. On this basis, the effective use of a questionnaire survey data collected to inspect and adjust the initial index, the evaluation index system of fresh cold chain logistics service quality finally. Then, on the construction of service quality evaluation the cold chain logistics of fresh electricity and the applicability of the model and the advantage of catastrophe progression method is analyzed, and according to the scheduling problem of each index series important degree of mutation, using the maximum deviation method and theory respectively for each index variable weights and attribute weights are calculated using rough set, and then realize the importance of each index combination weighting in order to construct the fresh cold chain logistics service quality evaluation improved catastrophe progression model. Finally, this paper on the construction of Jingdong and the fresh SF preferred The evaluation model is empirically researched, and the evaluation results are analyzed concretely. Aiming at the current key problems of the two fresh electric business providers, the corresponding improvement suggestions are put forward from two aspects of dimension elements and index elements.

【學(xué)位授予單位】：北京交通大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：F724.6;F259.23

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