本文選題：雙滿意度 + 電商　； 參考：《北京交通大學》2017年碩士論文

【摘要】：近年來,中國網絡零售市場的交易規(guī)模呈現出爆發(fā)式的增長態(tài)勢。面對日益嚴峻的物流配送問題,國內各大B2C電商平臺紛紛推出了自己的物流配送解決方案,并形成了兩種主要的電商物流配送模式。第一種是以天貓為代表的第三方物流配送模式,另一種是以京東商城為代表的自營物流配送體系的物流配送模式。隨著B2C電商自營物流規(guī)模的不斷擴大,B2C電商自營物流體系不僅可以滿足電商平臺中自營商品的需求,而且可以為入駐平臺的部分賣家提供物流服務。自營電商物流末端配送站要為平臺消費者(買家)、自營商城和部分入駐平臺的賣家提送配送或者取貨服務。物流配送客戶滿意度是衡量配送質量的重要因素之一,在傳統的電商物流末端配送站進行取配送任務的設計時,大多數配送站沒有將客戶滿意度考慮在內,部分考慮客戶滿意度的配送站也忽視了買家和賣家對物流配送需求不同的特點,將買家或賣家籠統的考慮為客戶點進行統一的滿意度評價。本文提出的基于買家和賣家雙滿意度的電商物流末端配送VRP模型根據買家和賣家對物流需求的性質不同將客戶滿意度分為買家滿意度和賣家滿意度,在雙滿意度的基礎上對配送站的取配任務進行設計,更符合企業(yè)的實際情況,對企業(yè)管理者針對不同客戶群體制定配送方案有一定的借鑒意義。本文首先詳細介紹了 B2C自營物流電商企業(yè)的背景和在末端配送中所遇到的問題,并對國內外關于電商物流、客戶滿意度、VRP等研究成果和理論基礎進行詳細的分析和總結。其次,本文著重分析了自營物流電商的管理現狀,進一步明確了本文的研究對象和研究問題,并針對問題提出了基于雙滿意度的末端配送VRP優(yōu)化方案,同時,本文針對買家和賣家對物流配送需求不同的情況,結合國內外學者對客戶滿意度的研究成果,分別構建出了買家和賣家的滿意度函數。然后,本文將買家和賣家的滿意度函數轉化為懲罰函數,并以車輛運輸成本、車輛啟動成本、懲罰成本最小化為優(yōu)化目標,構建了電商物流末端配送VRP模型。最后,本文將J企業(yè)的實例數據帶入到模型中,引入遺傳算法進行求解,并與傳統的VRP方案進行比較,驗證了優(yōu)化方案的有效性。
[Abstract]:In recent years, the transaction scale of Chinese network retail market presents explosive growth trend. In the face of increasingly severe logistics distribution problems, each domestic B2C e-commerce platform has launched its own logistics distribution solutions, and formed two main e-commerce logistics distribution mode. The first is the third party logistics distribution model represented by Tmall, and the other is the logistics distribution mode of the self-owned logistics distribution system represented by JingDong Mall. With the continuous expansion of the scale of B2C e-commerce self-operation logistics system, B2C e-commerce self-run logistics system can not only meet the demand of self-run goods in the e-commerce platform, but also provide logistics services for some sellers who have entered the platform. E-commerce logistics terminal distribution station for platform consumers (buyers, self-owned shopping mall and some of the sellers in the platform delivery or delivery services. Customer satisfaction of logistics distribution is one of the important factors to measure the quality of distribution. In the traditional design of the terminal distribution station of e-commerce logistics, most distribution stations do not take customer satisfaction into account. Some of the distribution stations considering customer satisfaction also ignore the different characteristics of buyers and sellers on the demand for logistics distribution and generally consider buyers or sellers for customer satisfaction evaluation. The VRP model of terminal distribution of e-commerce logistics based on buyer's and seller's satisfaction is divided into buyer's satisfaction and seller's satisfaction according to the nature of buyer's and seller's demand for logistics. On the basis of double satisfaction, the design of the assignment of distribution station is more in line with the actual situation of the enterprise, and it has certain reference significance for the enterprise managers to formulate the distribution plan for different customer groups. This paper firstly introduces the background of B2C self-run logistics e-commerce enterprise and the problems encountered in terminal distribution, and makes a detailed analysis and summary of domestic and foreign research results and theoretical basis on e-commerce logistics, customer satisfaction and VRP. Secondly, this paper focuses on the analysis of the current management situation of self-run logistics e-commerce, further defines the research object and research problems, and puts forward a dual-satisfaction based terminal distribution VRP optimization scheme, at the same time, According to the different demand of buyer and seller for logistics distribution, combined with the research results of domestic and foreign scholars on customer satisfaction, this paper constructs the satisfaction function of buyer and seller respectively. Then, the satisfaction function of buyer and seller is transformed into penalty function, and the VRP model of terminal distribution of e-commerce logistics is constructed with the optimization goal of vehicle transportation cost, vehicle start-up cost and penalty cost minimization. Finally, the example data of J enterprise is introduced into the model, and the genetic algorithm is introduced to solve the problem, and compared with the traditional VRP scheme, the effectiveness of the optimization scheme is verified.
【學位授予單位】：北京交通大學
【學位級別】：碩士
【學位授予年份】：2017
【分類號】：F724.6;F259.2

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本文編號：1852457