基于ISM模型与TRIZ理论的快递末端配送服务质量提升研究

摘要：

为了提升快递末端配送过程中的服务质量，本文基于2020-2022年3年的新闻数据标题，运用LDA主题模型得到影响快递末端配送服务质量的9个主要问题；采用ISM模型构建问题间的递阶结构；借鉴TRIZ40条发明创新原理，分析其对提升快递末端配送服务质量的启示，并有针对性地提出解决配送效率低下、驿站人员服务态度差以及不送货上门等关键问题的策略。

Abstract:

In order to improve the service quality in the process of express terminal distribution, this paper uses the LDA topic model to obtain 9 main problems that affect the service quality of express terminal distribution based on the news data titles from 2020 to 2022; uses the ISM model to construct a hierarchical structure between problems; draws inspiration from TRIZ40 innovative principles, analyzes their inspiration for improving the quality of express delivery services at the end of the delivery line, and proposes targeted strategies to address key issues such as low delivery efficiency, poor service attitude of station personnel, and non door-to-door delivery.

基金项目：本文受国家社会科学重大项目“标准推动‘一带一路’沿线国家互联互通的战略与实施路径研究”（项目编号：18ZDA070）资助。

作者简介：丁素明，硕士研究生，研究方向为物流服务质量、物流与区域经济发展。宋明顺，教授，博士，研究方向为标准化与质量管理。