Research On Customer Service Center Location Based On Consumer Time Satisfaction

Location problem is one of the classic problems in operational research.The location problem is widely used in manufacturing,freight logistics and even national defense,such as the location of processing plants,warehouses,first aid stations,fire brigades,domestic waste treatment and management centers,logistics distribution centers,cruise missile warehouses,etc.Location is one of the most important long-term management decisions.The quality of location directly affects service efficiency,service quality and service cost,and then affects profitability and market competitiveness.Good site selection will provide convenience for consumers’ life,enable enterprises to control costs,expand profits and market share,provide more efficient services and enhance competitiveness.Poor site selection will cause certain losses to consumers and companies.In the field of mobile phone after-sales service,scientific and standardized planning of the address of the after-sales service center is the support point,the top priority of the efficient operation of the service management system,and the key to the company’s aftersales service management system.Especially in the context of continuous growth of total customers and broad prospects of after-sales service market,scientific research on the location of service center is of great practical significance to improve the company’s after-sales service management system and enhance the company’s market competitiveness.The location of mobile service center has always had some shortcomings,such as strong randomness,no detailed feasibility demonstration before location selection,subjective assumption,simple location method,unable to meet the rapidly changing market,lack of reasonable and effective evaluation means,and unable to make accurate analysis on the advantages and disadvantages of location selection.To solve the above problems,this paper proposes an analytic hierarchy process(AHP)algorithm based on SWOT(English Name:strengths weaknesses opportunities threads,Chinese Name: situation analysis method)model.The algorithm can quickly analyze the relevant factors affecting location decision,quantitatively analyze the weight ratio between various factors,and further,This paper proposes a location algorithm based on consumer time satisfaction,establishes a location model based on maximizing consumer time satisfaction and considering cost and regional customer value,models multiple location alternatives,and then solves the model through genetic algorithm and matlab software to mine the optimal location scheme,The complex location problem is successfully analyzed quantitatively.The main work and innovations of this paper are as follows:1.Aiming at the problem that the factors affecting location are complex and fuzzy,this paper proposes a location parameter analysis based on SWOT model,which excavates the key factors of location from four aspects: s(strengths),w(weaknesses),O(opportunities)and t(threads),and further establishes a multiple linear regression statistical model through the key factors of location.2.Aiming at the problem that it is difficult to define the weight proportion between location factors,this paper proposes an analytic hierarchy process algorithm based on SWOT model.SWOT model analysis method lacks the process of quantitative analysis.Analytic hierarchy process algorithm has the advantage of combining qualitative analysis and quantitative analysis,which can remedy the defect of SWOT analysis,The combination of analytic hierarchy process and SWOT model can more accurately describe the relationship between location factors.When analyzing the location scheme,the analytic hierarchy process algorithm is used to quantitatively calculate,analyze the decisive evaluation factors affecting the location scheme,further deduce the weight percentage of all factors,and calculate that the leading factors of location are consumer time satisfaction,cost and regional customer value,which achieves the effect of model quantification.3.Aiming at the problem that multiple alternative location schemes are difficult to make decisions,this paper proposes a location algorithm based on consumer time satisfaction,establishes a location model based on maximizing consumer time satisfaction and considering cost and regional customer value,and then solves the model by using genetic algorithm and matlab software,So as to complete the final evaluation of the location scheme based on maximizing consumers’ time satisfaction and considering cost and regional customer value.