中文摘要：

通过制定科学合理的快递车辆调度方案,以达到提升客户满意度,降低企业运输成本的目的。从客户为行为主体的角度出发,首先结合现实情境及认知心理学分析客户对等待时间的感知,并在前景理论中融入模糊理论以构建客户等待时间感知满意度函数;然后运用三元组α/β/γ方法对问题进行描述,建立以最大化平均客户等待时间感知满意度和最小化运输里程为目标的快递车辆调度模型;其次设计与调度模型相适应的模拟植物生长算法;最后通过MATLAB软件结合实际数据进行仿真求解。仿真结果表明,模拟植物生长算法求得目标函数值较节约里程算法增加0.287 6,验证了算法的有效性,实现了客户及物流企业利益的均衡优化。

英文摘要：

To enhance customer satisfaction and reduce transportation costs, a scientific and reasonable express vehicle scheduling scheme is formulated. Taking the customer as behavior subject, and firstly, combining realistic situation and cognitive psychology, the customer′s perception of waiting time is analyzed. Customer waiting time perception satisfaction function is built by incorporating the fuzzy theory into the prospect theory; secondly, the problem can be described by a triplet method α/β/γ, and perception satisfaction can be obtained with maximizing average customer waiting time and minimizing the transportation mileage of the express vehicle. Then, Plant Growth Simulation Algorithm（PGSA） is designed to solve this scheduling model. Finally, combined with the actual data, the MATLAB software is used to solve the numerical simulation, and the results show that： comparing with Saving Algorithm, PGSA achieved the value of the objective function by an increase of 0.287 6, and that the effectiveness of the algorithm is verified, and that specifically, the balanced optimization of the interests of customers and logistics enterprises is realized.