Research On Crowdsourcing Logistics Service Quality Assessment Based On Cloud Model And Cloud Similarity

With the driving role of “Internet +” and big data on e-commerce,on the one hand,it provides opportunities for the development of crowdsourcing logistics enterprises,on the other hand,it also brings challenges to the service quality of crowdsourcing logistics enterprises.For example,uneven service ability of delivery personnel,disclosure of customer privacy,poor after-sales service and other situations lead to decreased consumer experience and increased complaints about service quality.The key to solve these problems is to evaluate the quality of crowdsourcing logistics service scientifically and reasonably and to propose solutions.Therefore,based on SERVQUAL model,LSQ model,cloud model and cloud similarity theory,this paper studies the quality evaluation of crowdsourcing logistics service.Firstly,this paper reviews and summarizes relevant literature at home and abroad,systematically analyzes the factors affecting the quality of crowdsourcing logistics service,and fully considers the characteristics of fuzziness and randomness in the evaluation of crowdsourcing logistics service quality.Combining SERVQUAL model and LSQ model with a series of normative documents such as Service Quality Evaluation Guide(GB/T 36733-2018)and E-commerce Platform Service Quality Evaluation and Division(GB/T 711-2016),an evaluation index system was constructed from the perspective of consumers.Data were collected through online and offline questionnaires and reliability and validity analysis and factor analysis were carried out to test the rationality of the constructed evaluation indicators.Secondly,in order to avoid subjectivity in the process of weighting evaluation indicators,the interval analytic Hierarchy process(IAHP)and entropy weight method(EWM)are combined to determine the comprehensive weight of indicators according to the Nash equilibrium thought in game theory,making the acquisition of weights more objective and more adaptable to the dynamic and comprehensive characteristics of crowdsourcing logistics service quality.A comprehensive evaluation model of crowdsourcing logistics service quality based on cloud model and cloud similarity is proposed.The forward cloud generator in the cloud model is used to realize the conversion between qualitative language description of logistics service quality and quantitative numerical analysis,and MATLAB programming language is used for simulation,so that the evaluation results can be visualized and visually presented.Finally,in order to make the evaluation results more accurate,the cloud similarity theory is introduced.According to the shape similarity algorithm and distance similarity algorithm of the normal cloud model,the comprehensive similarity value of the cloud model is obtained from the shape similarity and distance close two measurement criteria,which verifies the scientificity and rationality of the evaluation results of the cloud model from the mathematical point of view,making the evaluation results more real and reliable.It also guarantees the integrity of this paper.This study provides a new idea for crowdsourcing logistics service quality evaluation,enriches the application of service quality model and logistics service quality model in evaluation,and proposes a new comprehensive evaluation model of logistics service quality based on cloud model and cloud similarity.It clarified the factors affecting the quality of crowdsourcing logistics service and the main problems existing at the present stage,helped the crowdsourcing logistics enterprises to speed up the construction of high-quality service system,to ensure that consumers experience satisfaction,safety and high-quality services at the same time to give consumers more benefits and convenience,and promote the rapid and steady development of crowdsourcing logistics.