基于熵权-模糊综合评价法的众包物流服务质量评价模型构建

The Establishment of a Crowdsourcing Logistics Service Quality Evaluation Model Based on Entropy Weight-Fuzzy Comprehensive Evaluation Method

众包物流模式作为解决各大电商与物流企业的“最后三公里”配送运力问题的钥匙,其在蓬勃发展的同时也出现了很多服务质量问题。为帮助众包物流企业提升服务质量,促进众包物流行业健康发展,论文结合众包物流服务流程与特点,系统地分析了众包物流服务质量的影响因素。最终构建了以可靠性、信息性、便利性、移情性、时效性、经济性、安全性、创新性为一级评价指标,内含29个二级评价指标的众包物流服务质量评价指标体系。以此为基础,构建了基于熵权-模糊综合评价法的综合评价模型,并选取美团为研究对象进行了实证分析。结果表明,基于熵权-模糊综合评价法的众包物流服务质量评价模型能够有效应用于实践,评价结果科学合理,具有较强的实用性。

As the key to solve the distribution capacity problem of"last three kilometers"of major e-commerce and logistics enterprises,crowdsourcing logistics mode is developing vigorously,but it also shows a lot of service quality problems.In order to help the crowdsourcing logistics enterprises improve service quality and promote the healthy development of crowdsourcing logistics industry,this paper systematically analyzes the influencing factors of crowdsourcing logistics service quality combined with the service process and characteristics of crowdsourcing logistics.Finally,the paper establishes a crowdsourcing logistics service quality evaluation index system,which takes reliability,information,convenience,empathy,timeliness,economy,security and innovation as the first level evaluation indexes,and contains 29 second level evaluation indexes.Based on this,this paper establishes a comprehensive evaluation model based on entropy weight-fuzzy comprehensive evaluation method,and selects Meituan as the research object for empirical analysis.The results show that the crowdsourcing logistics service quality evaluation model based on entropy weight-fuzzy comprehensive evaluation method can be effectively applied to practice,and its evaluation results are scientific and reasonable,and it has strong practicability.