CAJ | 학술논문

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。
위경전면지반영망구물류배송적객호만의도，인입객호만의도지표。수선，고필성시교통관제적경시간창약속화객호요구적연시간창약속，건립최소배송성본화최단배송시간적다목표우화모형；연후，인입객호만의도지표，병설정객호만의도역치，대해모형진행우화。설계유전산법구해해우화모형。결합실제산례대모형화산법적유효성진행험증。결과표명：우화후적모형가이재보증교저배송성본화교소배송시간적기출상，최대화배송복무적객호만의도수평。해방법불존재객호류실적풍험，유리우제고기업적경쟁우세，부합기업적장원이익。
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.