台灣餐飲業的營收成長迅速，根據經濟部統計處的資料，2018年餐飲業營業額為7775億元，為10年前3573億元的兩倍以上，擴大外送服務也讓餐飲業者能夠觸及更多的消費者，而美食外送平台因提供線上點餐再經由外送員取餐並送到府的方式可為消費者節省外出時間而廣受歡迎，同時，也為餐飲業者解決外送人手不足的問題。凱度洞察於2019針對台灣民眾探討美食外送平台的使用情形，對16~60歲民眾行問卷調查，結果顯示有高達40%(約587萬人)具美食外送平台使用經驗。美食外送平台的普及雖然為消費者帶來許多便利，但也因為美食外送平台app的不成熟，因此伴隨許多消費糾紛，諸如送餐過慢、餐點內容不符及無法取消訂單等消費申訴開始頻繁出現。
訂單服務流程為當消費者訂購一筆訂單，由餐廳及平台討論是否接受訂單，接受訂單後由餐廳啟動備餐，而平台指派特定外送員前往領取餐點並送往顧客指定地點。外送員服務訂單的過程會遇到餐廳端等候及交通等候，本研究以美食外送平台為研究對象，探討外送員因餐廳端備餐而必須長時間等候的現象，考量到訂單金額大小、外生給定之餐廳備餐時間及外送員薪資，建構條件式以放寬訂單服務限制，讓外送員能在等候期間服務其他訂單，期能降低外送員等候時間之浪費、提高平台利潤。
本研究以Reyes et al. (2018)之訂單資料作為基礎，並將訂單金額納入考量，利用python建構改善前與改善後的訂單服務流程，比較改善前後之外送員訂單服務流程，而求解結果可得知由於外送員有效利用餐廳備餐的時間服務他筆訂單而減少了到達餐廳端後的等候時間，同時，考量到外送員不斷地更新位置，每名外送員的薪資也會隨著配送不同的訂單而改變，因為外送員薪資成本的變動，進而影響平台利潤。
關鍵詞 : 美食外送平台、餐廳端等候時間、接單服務流程

Food delivery platforms are very popular because they can save consumers time when they go out by providing online ordering and then picking them up by delivery staff. The platform side and the restaurant side jointly decide whether to accept the order. After the order is received, the restaurant side will start the meal preparation and the platform will assign a delivery person to the restaurant side to pick up the meal and deliver it to the customer. During the delivery process, the restaurant side has a longer meal preparation time due to the unfixed order processing order or insufficient production capacity, which increases the waiting time for the delivery staff at the restaurant side and reduces the delivery opportunity. This research discusses the impact of the restaurant side on order delivery. At the restaurant side, this research considers that the restaurant side has more frequent orders during peak dining hours and there is no fixed processing procedure when preparing meals, which makes the meal preparation time longer than the delivery staff. Taking into account the working hours of each delivery person, since each delivery person has different working hours, for the delivery person with shorter working hours, if the restaurant has a longer meal preparation time, it will waste more at the restaurant. Time to wait for meals, resulting in fewer delivery opportunities and lower revenue.
This study considers the order of delivery by delivery personnel, takes into account the characteristics of the order, uses Python to build the delivery personnel order mode, and restricts each delivery person to only serve one order in a single delivery, and then the delivery is targeted. The order of receiving orders will be improved, and finally, the impact of the improved order receiving mode on the platform, delivery staff and customers will be discussed.
Keywords: food delivery platforms, order receiving process, unnecessary waiting time.

第一章 緒論 1
1.1 研究背景與動機 1
1.2 研究目的 2
1.3 研究範圍 2
1.4 研究流程 3
第二章 文獻回顧 5
2.1 平台經濟模式 5
2.2 機車配送模式 6
2.3 短途食物配送模式相關研究 8
2.4 小結 10
第三章 研究方法11
3.1 研究架構 11
3.2 問題定義 13
3.3 基本外送員指派模式建立 13
3.3.1 參數設定 13
3.3.2 基本外送員指派模式構建流程 15
3.3.3 外送員指派方法 17
3.4 改善外送員指派模式建立 19
第四章 範例分析 24
4.1 範例說明 24
4.2 基本外送員指派模式求解結果 25
4.3 改善外送員指派模式求解結果 35
4.4 模式改善前後分析比較44
4.4.1 完成訂單於模式改善前後比較 47
4.4.2 受影響訂單於模式改善前後比較 47
4.4.3 延遲交付訂單 49
第五章 結論與建議 53
5.1結論 53
5.2未來研究與建議 53
附錄 55
參考文獻 63

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