摘 要

当下，中国的经济增长速度虽有所放缓，但在经济新常态下，依旧保持着较快的发展速度，适应经济发展的物流企业不断增加，物流园区是其中一个重要的形式，如今我国物流园区的建设正方兴未艾，一个建设良好的物流园区能够成为区域的中心，带动周边地区的企业发展，不过，虽然有着相关的国家标准，但园区的规模大小不一，所处地理位置不同，实际园区的建设很难有统一的规划与建设标准，正是由于这些情况，虽有不少建设得比较成功的园区，但也不乏建设不规范，规划不合理，绩效达不到期望水平的案例。

一个合格的物流园区可以带动周边一定范围内企业的经济效益，减少交通压力，减少土地资源的浪费。本文希望通过对物流园区构建一个综合考虑客户需求的评价指标体系，从客户角度出发，对物流园区综合绩效进行评价，从而对物流园区的建设提出一定的参考。

在本文中，通过分析物流园区的客户需求与发展情况，针对客户满意度这一总目标进行分析，选择关键绩效指标作为绩效评价的指标，利用KPI的相关理论进行分析，筛选并利用层次分析法判断指标权重，构建最终的评价指标体系，以华中地区某L园区为例，针对该园区的客户满意度进行了分析，从具有代表性的几个方面中选取了总共22个关键绩效指标，构建综合评价指标体系，确定了各指标的权重之后，给出了不同的指标的评分方式，并通过数据对每一个指标进行打分，进行了综合性的评价与分析。本文最终的结果显示出该园区绩效可观，不过也存在着可以改进的地方，通过对得分较低的指标进行分析，建议园区能够在服务水平上面进行改进，以提高园区的综合效益。

关键词：KPI；层次分析法；物流园区

Abstract

At present, China’s economic growth has slowed down, but in the new economic normal style, it still kept a rapid development pace, to adapt to economic development, logistics enterprises are also increasing, and the logistics park is one of the important form of it, Now Chinese Logistics Park’s construction is in the ascendant, for which can act as the center which can drive the surrounding areas of enterprise development, but, although there are relevant national standards, but the size of the park vary in size, with located in different place, the actual construction of the park is difficult to planning and construct, though there are many successful examples of the park, but there are also some failed parks.

The business around can be driven by the qualified logistics parks, which can reduce traffic pressure, reduce the waste of land resources, and so on a comprehensive evaluation index system of logistics park, was constructed in this paper, which can evaluate the comprehensive performance based on the customer's point of view of logistics park, some reference for the construction might be given by it.

Based on customer satisfaction, the logistics park’s the customer needs and development was analyzed in this paper, the key performance indicators was first selected as the indicators of performance evaluation, the KPI was used to analyze the problem, and AHP was used to determine the weight of the index, then the final evaluation system was elected. The L park which located in Huazhong Area was selected as an example, the park's customer satisfaction was analyzed, from a number of representative aspects, 22 key performance indicators was selected, a comprehensive evaluation index system, after the weight of the indicators confirmed, different indicators of the scoring method can be given, through the data for each index scoring, a comprehensive evaluation and analysis can be started. the result that the performance of the park is considerable was shown in the final results of this paper, but there are also areas can be improved. Through the analysis of the lower scores, it is suggested that the park can be improved by rise the service level, so that can improve the comprehensive benefits of the park.

Key Words：Key Performance Index、analytic hierarchy process、Logistics Park;

目录

摘 要 I

Abstract II

第1章 绪论 1

1.1 研究背景 1

1.2 物流园区 1

1.2.1 物流园区简述 1

1.2.2 物流园区的分类 2

1.2.3 物流园区运作及物流园区客户满意度 2

1.3 研究内容 2

1.4 技术路线 3

第2章 文献综述 5

2.1 国内外理论研究状况 5

2.2 国内发展趋势及问题分析 6

2.3 本章小结 7

第3章 N市L物流园区概述及基本评价方法 8

3.1 园区概况 8

3.2 评价的目的及方案 8

3.3 指标的选取 9

3.3.1 关键绩效指标简述 9

3.3.2 关键绩效指标的选取原则 9

3.3.3 L园区特性分析 10

3.3.4 关键绩效指标的筛选原则 12

3.4 本章小结 12

第4章 利用层次分析法分析指标体系 13

4.1 层次分析法简述 13

4.2 评价体系的构建 13

4.2.1 评价指标体系结构 13

4.2.2 指标的计算与量化 14

4.2.3 指标权重分析 17

4.3 本章小结 22

第5章 具体评价 23

5.1数据的获取 23

5.2 指标的打分 23

5.3 评价结果分析 24

5.4 经济性分析 25

第6章 结论与展望 26

6.1 结论 26

6.2 展望 26

参考文献 28

致 谢 29

第1章 绪论

1.1 研究背景

近年来，中国经济迅猛发展，贸易量逐渐增大。随着生活水平的不断提高，人民对于市场产品的需求也不断增加，相应地导致物流这方面的业务量的增加。国内的物流水平在渐次提高以适应这种趋势，数量不菲的产业的聚集地开始学习国外的经验，以物流园区进行规划，综合管理相关业务，提高效率，降低成本，方便企业的发展，共同获利，实现双赢甚至多赢局面。物流园区的数量渐渐增多，每年都有新的物流园区项目获得投资建设，或是建成并投入使用，一些园区的物流量甚至成倍增长^[1]。

由于相关的一些条件限制以及发展时间较短等问题，目前我国的物流园区行业发展依然有很多不完备的地方。在园区的硬件设备方面与欧美等国家有着差距，差距同时也体现在管理水平低下和机制上的不合理，没有系统的规划，难以完全发挥出物流园区在提高效率，节约资源，吸引企业入驻等方面所能够发挥的作用。