考虑客户满意度的网购物流配送路径优化

摘要

In order to better reflect customer satisfaction in the process of e-commerce logistics distribu-tion,the customer satisfaction index is introduced. First,a multi-objective optimization model is formula-ted with the minimal distribution cost and time under the hard time window constraint of urban traffic con-trol and the soft time window constraint of customer requirements. Then,the index of the customer satis-faction is introduced and its threshold is set to optimize the model. The genetic algorithm is designed to solve the optimized model. Finally,the efficiency of the model and the algorithm is verified with an ex-ample. The result shows that the optimized model can maximize the customer satisfaction with the lower distribution cost and the shorter distribution time. It is helpful for enterprises to improve the competitive advantage and satisfy the long-term interest without the risk of losing customers.%为更全面地反映网购物流配送的客户满意度，引入客户满意度指标。首先，考虑城市交通管制的硬时间窗约束和客户要求的软时间窗约束，建立最小配送成本和最短配送时间的多目标优化模型；然后，引入客户满意度指标，并设定客户满意度阈值，对该模型进行优化。设计遗传算法求解该优化模型。结合实际算例对模型和算法的有效性进行验证。结果表明：优化后的模型可以在保证较低配送成本和较少配送时间的基础上，最大化配送服务的客户满意度水平。该方法不存在客户流失的风险，有利于提高企业的竞争优势，符合企业的长远利益。