摘要
近年来,末端物流行业在电商物流供应链中扮演着越来越重要的角色。作为提升客户满意度的关键环节,提升其服务质量的相关研究具有重大意义。文中从菜鸟驿站运营模式出发,借助AHP模型评价分析时效性、专业性、经济性等方面对其服务质量的影响程度。针对菜鸟驿站在取件时长、工作人员素质、仓储管理等方面的不足,提出优化布局规划、重视员工培训与筛选、升级仓储智能管理系统等建议策略。
In recent years,terminal logistics industry plays an increasingly important role in e-commerce logistics supply chain.As a key link to improve customer satisfaction,it is of great significance to improve the service quality.Based on the operation mode of Cainiao station,this paper analyzes the impact of timeliness,professionalism,economy and other aspects on its service quality with the help of AHP model.In view of the shortage of the rookie station in the aspects of picking up time,staff quality and storage management,this paper puts forward some suggestions and strategies such as optimizing layout planning,attaching importance to staff training and screening,upgrading the intelligent storage management system,etc.
作者
陈心媛
CHEN Xin-yuan(School of Economics and Management,Nanjing Forestry University,Nanjing 210037,China)
出处
《物流工程与管理》
2021年第1期21-23,26,共4页
Logistics Engineering and Management
基金
南京林业大学2019年大学生创新创业训练计划项目“江苏传统制造企业绿色转型动力机制研究”(2019NFUSPITP0256),指导教师:廖吉林。
