考虑顾客满意度的生鲜外卖路径规划

Path Planning of Fresh Takeout Considering Customer Satisfaction

生鲜外卖超时送达严重影响顾客满意度,而保障顾客满意又会大幅增加配送成本,顾客满意度和配送成本间存在背反。基于商家自营生鲜外卖模式,以配送成本最低和顾客满意度最高建立多目标优化模型,针对生鲜外卖特点设计货损成本及模糊时间窗计算方法,使用改进的遗传算法进行路径规划,避免了传统遗传算法容易陷入局部最优的缺点,平衡了配送成本和顾客满意度这两个目标。与节约里程算法对比证实模型及算法的有效性,再以盒马鲜生门店作为实例,通过真实路网条件下的位置信息,采用上述方法进行求解,得到配送成本和顾客满意度的最优组合。

The overtime delivery of fresh food can greatly affect customer satisfaction,while achieve a high customer satisfaction will increase the cost of distribution significantly. There is a contradiction between the customer satisfaction and the cost of distribution.Based on the distribution mode of fresh delivery provided by sellers,a multi-objective optimization model with low distribution cost and high customer satisfaction was established.Considering the characteristics of fresh delivery,a calculation method of goods damage cost and fuzzy time window was designed.An improved genetic algorithm was used to plan path,which could avoid trapping in local optimality and balance the cost of distribution and customer satisfaction well.By comparing with the mileage saving algorithm,the model and algorithm was verified.Taking HEMA fresh with the location information of real road network as an example,the optimal combination of distribution cost and customer satisfaction was obtained by using the above methods.