基于突变级数法的众包物流服务质量评价研究

Research on Service Quality Evaluation of Crowdsourcing Logistics Based on Catastrophe Progression Method

通过将突变级数法引入众包物流服务质量评价指标体系构建,基于组合赋权排序思想,分别采用离差最大化法及粗糙集理论计算各评价指标的可变权重与属性权重,构建了包含响应性、方便性、安全性、可靠性和保证性五个维度20个评价指标的众包物流服务质量评价模型,并选取美团众包和蜂鸟即配两家众包平台企业进行实证分析,从维度及指标要素层面提出改进与提升众包物流服务质量的对策建议。

By introducing catastrophe progression method into crowdsourcing logistics service quality evaluation,and from the perspective of combination weighting,using the method of maximum deviation and rough set theory to calculate the variable weight and attribute weight of evaluation indexes,this paper constructs a crowdsourcing logistics service quality evaluation model,including the five dimensions of responsiveness,convenience,safety,reliability and assurance,and 20 evaluation indexes.It also selects Meituan crowdsourcing and Hummingbird distribution crowdsourcing platform enterprises for empirical analysis,and puts forward suggestions to improve and enhance the service quality of crowdsourcing logistics from the aspects of dimension elements and index elements.