【摘要】：在“大數(shù)據(jù)”與互聯(lián)網(wǎng)經(jīng)濟(jì)交織的時(shí)代,在懶人經(jīng)濟(jì)盛行與到家服務(wù)日益火爆的今天,激烈的競爭不斷激發(fā)產(chǎn)品和服務(wù)的提升,消費(fèi)者對可選服務(wù)的要求越來越多,希望享受更多的個(gè)性化服務(wù)。所以高效率、低成本及充分利用社會(huì)閑散資源的跨城眾包物流模式開始進(jìn)入大眾視野。國務(wù)院常務(wù)會(huì)議在2015年確定了快遞員職業(yè)技能不再屬于行政受理的必要條件,也就是說物流消除了法律的屏障,使得跨城眾包物流所需要的自由快遞人符合實(shí)際而發(fā)展壯大。眾包物流正處于快速發(fā)展時(shí)期,而跨城眾包物流是在眾包物流的基礎(chǔ)上發(fā)展起來的,但是目前跨城眾包物流還存在很多問題在服務(wù)質(zhì)量上,服務(wù)質(zhì)量的好壞直接影響消費(fèi)者的感官感知,進(jìn)而影響顧客體驗(yàn)和顧客評(píng)價(jià)。因此,當(dāng)下研究跨城眾包物流模式的服務(wù)質(zhì)量問題,成為了順應(yīng)社會(huì)的主流。本文的研究包括以下幾方面的內(nèi)容:首先,本文在綜合對比跨城眾包物流與傳統(tǒng)物流的區(qū)別后,考慮跨城眾包物流安全性和不可控制性的特點(diǎn),通過借鑒前人有關(guān)眾包物流服務(wù)質(zhì)量的研究成果,參考專家、消費(fèi)者的意見總結(jié)影響我國跨城眾包物流的影響因素。其次,以SERVQUAL模型維度為基礎(chǔ),確立了評(píng)價(jià)跨城眾包物流服務(wù)質(zhì)量的5個(gè)維度:安全性、可靠性、保證性、時(shí)間性、反應(yīng)性。根據(jù)服務(wù)主體把跨城眾包物流服務(wù)質(zhì)量體系劃分為信息服務(wù)質(zhì)量、后勤服務(wù)質(zhì)量、物流服務(wù)質(zhì)量三個(gè)子系統(tǒng),通過實(shí)地調(diào)研和調(diào)查問卷確定了系統(tǒng)指標(biāo)。隨后,以系統(tǒng)指標(biāo)為變量,建立跨城眾包物流服務(wù)質(zhì)量的模糊綜合評(píng)價(jià)模型以及三個(gè)子系統(tǒng)模型。最后,將所建的模糊綜合評(píng)價(jià)模型作用于T公司,用問卷收集到的數(shù)據(jù)進(jìn)行統(tǒng)計(jì)處理并做實(shí)證分析。對T公司進(jìn)行模糊綜合評(píng)價(jià),根據(jù)實(shí)證結(jié)果做出相應(yīng)的改進(jìn)措施,為T公司提高跨城眾包物流的服務(wù)質(zhì)量提供參考和決策依據(jù),同時(shí)驗(yàn)證了本文所構(gòu)建的跨城眾包物流服務(wù)質(zhì)量的模糊綜合評(píng)價(jià)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.
【學(xué)位授予單位】：江西財(cái)經(jīng)大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：F259.2

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