【摘  要】众包物流模式作为解决各大电商与物流企业的“最后三公里”配送运力问题的钥匙，其在蓬勃发展的同时也出现了很多服务质量问题。为帮助众包物流企业提升服务质量，促进众包物流行业健康发展，论文结合众包物流服务流程与特点，系统地分析了众包物流服务质量的影响因素。最终构建了以可靠性、信息性、便利性、移情性、时效性、经济性、安全性、创新性为一级评价指标，内含29个二级评价指标的众包物流服务质量评价指标体系。以此为基础，构建了基于熵权-模糊综合评价法的综合评价模型，并选取美团为研究对象进行了实证分析。结果表明，基于熵权-模糊综合评价法的众包物流服务质量评价模型能够有效应用于实践，评价结果科学合理，具有较强的实用性。

【Abstract】As the key to solve the distribution capacity problem of "last three kilometers" of major e-commerce and logistics enterprises， crowdsourcing logistics mode is developing vigorously， but it also shows a lot of service quality problems. In order to help the crowdsourcing logistics enterprises improve service quality and promote the healthy development of crowdsourcing logistics industry， this paper systematically analyzes the influencing factors of crowdsourcing logistics service quality combined with the service process and characteristics of crowdsourcing logistics. Finally， the paper establishes a crowdsourcing logistics service quality evaluation index system， which takes reliability， information， convenience， empathy， timeliness， economy， security and innovation as the first level evaluation indexes， and contains 29 second level evaluation indexes. Based on this， this paper establishes a comprehensive evaluation model based on entropy weight-fuzzy comprehensive evaluation method， and selects Meituan as the research object for empirical analysis. The results show that the crowdsourcing logistics service quality evaluation model based on entropy weight-fuzzy comprehensive evaluation method can be effectively applied to practice， and its evaluation results are scientific and reasonable， and it has strong practicability.

【關键词】众包物流;服务质量;熵权-模糊综合评价法;评价模型;美团

【Keywords】crowdsourcing logistics; service quality; entropy weight-fuzzy comprehensive evaluation method; evaluation model; Meituan

【中图分类号】F259.23                               【文献标志码】A                                   【文章编号】1673-1069（2020）06-0164-07

1 引言

近年来，随着“线上+线下”消费场景融合的不断深入，以餐饮外卖、商超生鲜、鲜花宅配为代表的即时消费市场发展迅猛。2019年我国即时配送订单量达185亿，较上年增长37.6%，订单量的高速增长的背后，是末端配送环节运力与成本压力的日益增加。为打破自有运力不足的瓶颈，各大电商平台与快递物流企业积极探索“互联网+物流”的融合发展道路，催生了全新的物流服务模式——众包物流。

众包物流是现阶段解决“最后三公里”末端配送问题的钥匙[1]。区别于传统物流模……