工业工程

工业工程 ›› 2019, Vol. 22 ›› Issue (1): 100-107.doi: 10.3969/j.issn.1007-7375.2019.01.013

• 实践与应用 • 上一篇    

考虑客户满意度的车辆路径优化研究

户佐安1,2, 贾叶子1, 李博威1, 刘陆1   

  1. 西南交通大学 1.交通运输与物流学院;
    2. 综合交通大数据应用技术国家工程实验室, 四川 成都 611759
  • 收稿日期:2018-07-27 出版日期:2019-02-28 发布日期:2019-02-26
  • 作者简介:户佐安(1979-),男,湖北省人,副教授,博士,主要研究方向为运输组织理论及系统优化
  • 基金资助:
    中央高校基本科研业务经费专项资金资助项目（2682016CX045）；四川省科技计划资助项目（2018GZ0370）

An Optimization of the Vehicle Routing Problem Based on Customer Satisfaction

HU Zuoan1,2, JIA Yezi1, LI Bowei1, LIU Lu1   

  1. 1. School of Transportation and Logistics, Southwest Jiaotong University, Chengdu 611759, China;
    2. National Engineering Laboratory of Integrated Transportation Big Data Application Technology, Southwest Jiaotong University, Chengdu 611759, China
  • Received:2018-07-27 Online:2019-02-28 Published:2019-02-26

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摘要： 针对传统的车辆路径问题较少关注客户满意度的情况，以客户对服务时间和货物完好性的要求来衡量客户满意度，构建基于模糊时间窗的时间满意度函数和基于货损率的货物完好满意度函数，在此基础上以客户满意度最大和运输成本最小为目标建立优化模型，设计相应算例并利用LINGO17.0软件进行求解，与中小物流企业常用的扫描法进行对比验证模型的有效性。结果表明：利用LINGO17.0求得的优化结果与扫描法相比，虽然运输成本有一定增加，但相应的平均客户满意度提高了36.3%，建立的模型能较好地平衡客户满意度和运输成本，对于物流企业配送路径的决策优化有一定的参考价值。

关键词: 物流工程, 车辆路径问题, 客户满意度, 模糊时间窗, 货损率

Abstract: Seeing that customer satisfaction is not a concern in the traditional vehicle routing problem, customer satisfaction is measured by the customers' requirement of service time and goods integrity. The time satisfaction function based on the fuzzy time window and the cargo integrity satisfaction function based on the damage rate are constructed. Maximizing customer satisfaction and minimizing transportation cost are taken as objectives and the corresponding example is designed and solved by using LINGO software. The scanning method used by medium and small-sized logistics enterprises is contrasted to verify the validity of the model. The results show that the average customer satisfaction obtained by using LINGO software is 36.3% higher than the scanning method, so the customer satisfaction and transportation cost are balanced through the established model. The model has certain theoretical reference value for the optimization of distribution path in logistics enterprises.

Key words: logistics engineering, vehicle routing problem, customer satisfaction, fuzzy time windows, damage rate

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