菜鸟驿站服务质量评价研究—以中山市五大高校为例

Study on Service Quality Evaluation of CaiNiao courierstation--Five Universities in ZhongShan as an Example[Abstract]With the rise of e-commerce industry,the rapid rise of expressdelivery industry,college campus express business growth at the same time broughtmany problems.Nowadays,college express delivery is mostly cooperation withCaiNiao courier station,which solves the disadvantages of many and messy expressdelivery and inconvenient pick-up.However,in order to gain competitive advantagein the fierce market competition,we must make some achievements in the quality ofservice.As the last kilometer link of express delivery in colleges and universities,theservice quality has become a key factor restricting its development.Based on the questionnaire survey and SPSS.SERVQUAL model analysis,thispaper establishes the evaluation index system of service quality,through the analysisand discussion of the relationship between each dimension and each index and theoverall express service quality,and gives weight to each index after revision,andobtains the relevant weight of campus rookie post service.This time 240 field questionnaires were distributed,237 were recovered and214 valid questionnaires were issued.Analysis of the data found that:price is the mostimportant factor affecting campus express service,in addition,information andpackage security and assurance is also the focus of customer attention.The integrityof the package,the price,the convenience of sending the pieces,the service attitude ofthe post staff are the key four factors.The accuracy of pick-up and express deliverywithout loss,damage phenomenon is the highest expectations of the two colleges.Finally,the paper puts forward some suggestions for the problems analyzed,andsummarizes the full text.[Keywords]CaiNiao courier station;Service Quality Evaluation;SERVQUALModel;Entropy evaluation method.