Research On Application Of Service Modular Of Online Shopping Logistics

With the gradual improvement of information technology and the increasingly perfect network environment,online shopping has become one of the mainstream shopping.Logistics services as a link between the end customer and the e-commerce business,is an important part of the impact of online shopping service quality.The arrival of the era of service economy and the spread of individual ideas,making customers satisfied with the personalized logistics services to become online shopping logistics enterprises to enhance the value of customer experience and competitiveness of the key,and then the existing single,low flexibility of online shopping logistics service system already cannot meet customer needs.Online shopping logistics enterprises in the pursuit of personalized,customized services will lead to the logistics costs of the rise.And the standardization of the service is difficult to meet customer service experience.Therefore,when the online shopping logistics enterprises face a high degree of personalized,diversified,dynamic customer needs,how to damage customer satisfaction,customer value and experience on the basis of the minimum cost,the highest efficiency to provide logistics services are the online shopping logistics enterprises need to solve one of the key issues.Based on this,this paper introduces the mass customization and the modular theoretical method to analyze the online shopping logistics service.Service module division as one of the key issues of modular design is the basis for reorganizing and deploying differentiated service products,through the service process to deconstruct the cluster into different functions and structure of the module.Therefore,this paper from the customer demand point of view studies the division of logistics service product module under the online shopping environment.The main work is as follows:(1)Through the analysis of service modularization and logistics service product modular research status,put forward the research ideas and key issues.Based on this,this paper introduces the customer value and service product modularity and other related concepts and theoretical knowledge,and summarizes the value creation system based on the modularization of online shopping logistics service products,and provides the theoretical basis for the later research.(2)Taking the customer value of online shopping as the driving factor,the index system of customer demand is constructed;In view of the lack of relative subjectivity and application of the traditional Kano model,the edge conversion is improved by fuzzy theory;An improved Kano model is conducted to classify customer requirements and adjust the importance of customer needs.(3)Based on the service blueprint method,the online shopping logistics service process is decomposed and the operation link is extracted;The construction operation correlation degree matrix is constructed taking customer demand,logistics,function and management index as the focal point;Fuzzy clustering is used to segment the online shopping logistics service;Based on the classification of customer requirements,the nonlinear programming model of customer requirements and operation is constructed,and the model of online shopping logistics service is obtained by Lingo model.(4)This paper validated the feasibility and validity of the proposed research ideas and methods and applies the modular design and application of the logistics service product system of YZ Group's online shopping service.