在快递配送各个环节中，末端配送“最后一公里”因其距离最短、却耗费 成本最高，成为快递行业普遍关注的焦点问题。在此背景下，互联网巨头阿里 巴巴，以旗下菜鸟网络公司创建了面向社区和校园的第三方末端物流服务平台 --菜鸟驿站。菜鸟驿站立足于末端物流配送“最后一公里”中的最后一百米服 务，其站点广泛分布在城市社区和高校园内，上游服务物流快递公司，下游给 用户提供包裹暂存、代寄等服务。近年来，菜鸟驿站在全国迅速扩张至具有4 万个站点规模的同时，其分布在各个社区或高校的菜鸟驿站站点，在服务业务 方面却存在着诸多弊端亟待解决。 本文在学习归纳国内外相关文献研究的基础上，采用问卷调查、实地访谈 法与文献归纳相结合的研究方法，以南昌菜鸟驿站社区站点服务管理现存问题 为研究主体，立足于改善菜鸟驿站经营现状和提升用户满意度，面向菜鸟驿站 用户进行问卷调查，并选择菜鸟驿站社区站点进行实地考察，通过对菜鸟驿站 的配送效率、配送过程和服务质量进行梳理，分析其中存在的问题，并提出优 化策略。 通过面向南昌市万科四季花城小区菜鸟驿站用户进行调查，对菜鸟驿站配 送效率、配送过程和服务质量三个主要方面17个问题进行数据收集和分析，并 选取南昌市的6家菜鸟驿站社区站点经营主实地访谈，分析得出菜鸟驿站社区 站点存在的主要问题是快递通知短信不及时、站点环境差、服务态度差、高峰 排队长、包裹丢失、手续不规范等。在上述理论研究和调查考察的基础上，结 合调查问卷数据和实地调研获取信息，对菜鸟驿站社区站点配送效率、配送过 程和服务质量方面提出了6条建设性优化意见，包括：优化包裹入库模式，优 化站点布局，优化寄件流程，优化取件流程，优化站点技术接入以及优化站点 标准化建设等,为南昌社区的菜鸟驿站优化业务流程、提升服务质量提供参考。 关键词：菜鸟驿站；末端物流配送；服务 II Abstract Inallaspectsofexpressdelivery,the"lastkilometer"ofenddeliveryhas becomethefocusoftheexpressindustrybecauseofitsshortestdistanceand highestcost.Inthiscontext,Alibaba,anInternetgiant,hascreatedathird-party terminallogisticsserviceplatform--Cainiaopoststationforthecommunityand campuswithitsCainiaonetworkcompany.Cainiaopoststationisbasedonthelast 100mserviceinthe"lastkilometer"ofterminallogisticsdistribution.Itsstationsare widelydistributedinurbancommunitiesanduniversityparks.Itserveslogistics expresscompaniesintheupstreamandprovidescustomerswithservicessuchas temporarystorageandforwardingofpackagesinthedownstream.Inrecentyears, theCainiaostationhasexpandedrapidlyto40000stationsinChina.Atthesame time,theCainiaostationisdistributedinvariouscommunitiesorcollegesand universities.However,therearemanydisadvantagesintheservicebusinessthat needtobesolved. Onthebasisofstudyingandsummarizingtherelatedliteratureresearchat homeandabroad,thispaperadoptstheresearchmethodsofquestionnairesurvey, fieldinterviewandliteratureinduction,takingtheexistingproblemsofservice managementofthecommunitysiteofNanchangCainiaopoststationasthe researchsubject,basedonimprovingthebusinesssituationandusersatisfactionof Cainiaopoststation,conductingquestionnairesurveyforCainiaopoststationusers, andselectingCainiaopoststationusersThestationcommunitysitecarriesonthe fieldinvestigation,throughcombingthedistributionefficiency,distributionprocess andservicequalityoftherookiepoststation,analyzestheexistingproblems,and putsforwardtheoptimizationstrategy. BasedontheinvestigationofCainiaostationusersinWankeSijihuacheng District,NanchangCity,thispapercollectsandanalyzes17problemsinthreemain aspectsofCainiaostationdistributionefficiency,distributionprocessandservice quality,andselectssixCainiaostationcommunitysiteoperatorsinNanchangCity forfieldinterviews,andanalyzesthemainproblemofCainiaostationcommunity siteisthattheexpressnoticeSMSisnotavailableTimeliness,poorsiteenvironment, poorserviceattitude,teamleaderatpeak,packageloss,irregularprocedures,etc. Onthebasisoftheabovetheoreticalresearchandinvestigation,combinedwiththe III questionnairedataandfieldinvestigationtoobtaininformation,thispaperputs forwardsixconstructiveoptimizationsuggestionsonthedistributionefficiency, distributionprocessandservicequalityofthecommunitysiteofCainiaopoststation, including:optimizingthepackagewarehousingmode,optimizingthesitelayout, optimizingthemailprocess,optimizingthepick-upprocess,optimizingthetechnical accessandoptimizationofthesiteThestandardizedconstructionofthestation providesreferenceforthebusinessprocessoptimizationandservicequality improvementoftherookiestationinNanchangcommunity. Keywords:Cainiaopoststation;terminallogisticsdistribution;service 目录 摘要..........................................................................................................................I Abstract......................................................................................................................II 第一章绪论..............................................................................................................1 1.1研究背景及研究意义....................................................................................1 1.1.1研究背景............................................................................................1 1.1.2研究意义............................................................................................1 1.2研究方法和研究内容....................................................................................2 1.2.1研究方法............................................................................................2 1.2.2研究内容............................................................................................3 1.3研究特色与创新............................................................................................4 第二章文献综述..........................................................................................................6 2.1核心概念........................................................................................................6 2.1.1末端物流配送....................................................................................6 2.1.2物流自提模式....................................................................................6 2.1.3菜鸟驿站业务流程.............................................................................7 2.1.4物流服务质量.....................................................................................7 2.2国内外研究综述............................................................................................8 2.2.1国外研究综述....................................................................................8 2.2.2国内研究综述....................................................................................9 2.3现代物流服务管理相关理论体系..............................................................12 2.3.1效用价值论......................................................................................12 2.3.2“第三个利润源”说......................................................................12 2.3.3物流成本论......................................................................................12 第三章南昌菜鸟驿站社区站点服务管理现状........................................................14 3.1菜鸟驿站的发展现状及发展趋势..............................................................14 3.1.1菜鸟驿站的发展现状......................................................................14 3.1.2菜鸟驿站的发展趋势......................................................................14 3.2南昌菜鸟驿站社区站点的业务介绍...........................................................15 3.3南昌菜鸟驿站社区站点的业务服务流程...................................................15 3.3.1南昌菜鸟驿站社区站点取件服务流程...........................................15 3.3.2南昌菜鸟驿站社区站点寄件服务流程...........................................17 第四章南昌菜鸟驿站社区站点服务管理现存问题分析........................................18 4.1菜鸟驿站经营模式利弊分析......................................................................18 4.1.1菜鸟驿站服务管理优势...................................................................18 南昌菜鸟驿站社区站点服务管理现存问题及优化策略研究 4.1.2菜鸟驿站服务管理劣势...................................................................19 4.2南昌菜鸟驿站社区站点业务流程分析..............