摘要
近年随着国民收入的增加、网上零售业和电子商务平台的快速发展,快递业也随之迅猛的发展。随着大学生网络购物的次数逐年增加,高校快递也逐渐出现了一些问题,一方面因为高校环境封闭快递难以随意进出,学生上课起居均在不同地点且上课时间不同。另一方面因为高校周围的顾客多为年轻人,而年轻人往往更看重快递公司能否提供良好的服务。文章通过实地调研、参考行业标准和查阅大量相关文献,借鉴SERVQUAL和LSQ模型,利用层次分析法、模糊综合评判对某高校快递服务质量进行评价研究,最后根据研究结果对校园快递站提出建议,以提高顾客满意度。
In recent years, with the increase of national income and the rapid development of online retail and e-commerce platforms, the express delivery industry has also developed rapidly. As the number of online shopping for college students has increased year by year, some problems have gradually appeared in college express delivery. On the one hand, because the college environment is closed, express delivery is difficult to enter and exit at will. On the other hand,because most of the customers around colleges and universities are young people, young people often value the ability of express companies to provide good services. Based on field research, industry standards, and a large number of related documents, this article uses SERVQUAL and LSQ models to evaluate the quality of express delivery services in a university using analytic hierarchy process and fuzzy comprehensive evaluation. Finally, according to the research results, suggestions are made to campus express delivery stations to improve customer satisfaction.
作者
王振民
WANG Zhenmin(Guangxi University for Nationalities,Nanning 530000,China)
出处
《物流科技》
2021年第11期72-75,共4页
Logistics Sci-Tech
关键词
高校快递
服务质量评价
层次分析法
模糊综合评判
college express delivery
service quality evalua-tion
analytic hierarchy process
fuzzy comprehensive evaluation
