物流工程-某综合性物流企业快递配送服务系统评价研究论文.docx

沈阳城市建设学院毕业论文 本科论文 摘 要 电子商务的兴起推动了物流行业的发展，物流配送已经成为了人们日常运送货物的重要方式，已经融入到人们的日常生活中，成为了人们生活的重要组成部分。与此同时，由于业务量的激增与物流行业的特殊性，使得快递公司将主要精力放在物流的快速运输效率方面，忽视了快递的运输质量，进而导致快递公司在快件查询服务、配送服务及售后服务中存在很多问题，经常发生快递的丢失、损坏等情况，极大地影响到了人们的购物体验。因此，公正客观的对快递公司的服务系统进行评价，进而提出相应的改进措施，可以有效的提高快递行的服务水平，促进快递行业的进一步发展。 本设计首先介绍了综合性物流企业快递配送服务系统评价的背景及意义，结合了目前国内外配送服务评价的研究现状对快递配送、层次分析法、模糊综合评价的相关理论进行阐述。然后，结合我国快递行业的实际情况设计调查问卷，并以调查问卷收集的数据为基础，确定评价指标；根据对指标进行分析，从而建立了基于顾客视角的快递配送服务系统评价指标体系；其次，以顺丰快递公司的配送服务体系分析为例，通过运用层次分析法确定指标的权重，并使用模糊综合评价的方法对顺丰快递公司的配送服务体系进行评价，其评价结果为服务质量良好，最后，依据评价的结果提出相应措施及建议，以期为提高快递行业的服务质量提高指导与借鉴。 关键字：顺丰；评价指标体系；层次分析法；模糊综合评价 Abstract The rise of e-commerce to promote the development of the logistics industry, logistics and distribution has become an important way of peoples daily delivery of goods, has been integrated into peoples daily lives, it has become an important part of peoples lives. At the same time, due to the special nature of the surge in traffic and logistics industry, making the courier company will focus on rapid transport efficiency of logistics, ignoring the express transportation quality, leading express delivery company in tracking, and distribution services There are many problems in after-sales service, and the loss and damage of express delivery often occur, which greatly affects peoples shopping experience. Therefore, fair and objective of the courier service system to evaluate, and then propose appropriate improvement measures, can effectively improve the level of service delivery lines, and promote the further development of the courier industry. This design introduces the background and significance of integrated logistics company courier delivery service evaluation system, combined with the current research status of domestic and international distribution services for the evaluation of express distribution, the theory of analytic hierarchy process, fuzzy comprehensive evaluation to elaborate. Then, design the questionnaire based on the actual situation of Chinas express del