基于SERVQUAL模型的无人机投递服务研究
首发时间:2019-04-23
摘要:随着民用无人机应用价值愈发凸显,将无人机应用于物流配送成为了国内外物流企业的发展热点,但针对无人机投递服务的设计研究仍然匮乏。本文基于服务设计理念,以配送快件中占比最大的小件快递为前提,运用KANO模型对目标用户的具体需求定性分析,并结合智慧城市概念提出了一套面向个人用户无人机投递服务模型。采用SERVQUAL模型评估了服务的质量,得出了该服务能更好的优化快递终端配送的结论。
关键词: 服务设计 无人机投递 SERVQUAL模型 质量评估
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Research on UAV Delivery Service based on SERVQUAL Model
Abstract:The application value of civil unmanned aerial vehicles (uavs) becomes increasingly prominent, the application of uavs in logistics and distribution has become a hot spot of domestic and foreign logistics enterprises. In order to deliver small expresses which accounts for a large proportion of all express packages, this paper bases on the concept of service design, anduses KANO model to qualitatively analyze the specific needs of target users, and combines the concept of Smart City to propose a set of uav delivery service for individual users. SERVQUAL model was used to evaluate the service quality, and the conclusion was drawn that the service could better optimize the terminal express delivery.
Keywords: Service design Drone delivery SERVQUAL model Quality assessment
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