菜鸟驿站服务质量评价研究—以中山市五大高校为例【摘要】随着电商行业的兴起，快递行业迅速崛起，高校校园快递业务增长迅猛的同时也带来了许多问题。现今高校快递大多是与菜鸟驿站合作，解决了快递多而杂乱，取件不便等弊端，然而想要在激烈的市场竞争中获得竞争优势，必须在服务质量方面有所建树。校园菜鸟驿站作为快递在高校的最后一公里的环节，服务质量已经成为制约其发展的关键影响因素。本文采用问卷调查、并通过 SPSS、SERVQUAL 模型分析，建立服务质量评价指标体系，通过分析探讨各维度与各指标和整体快递服务质量之间的关系，并对修正后的各个指标赋予权重，得出校园菜鸟驿站服务相关权重，针对需要改进提升的关键服务质量影响因素提出对策和建议。本次发放 240 份实地调查问卷，回收 237 份，214 份有效问卷。对数据进行分析发现：价格是影响校园快递服务最主要的因素，此外，信息与包裹的安全性和保证性也是客户关注的重点。价格因素、驿站设施设备的满意度、寄取件的便利性、包裹的完好程度是影响校园菜鸟驿站的最关键的四个因素。取件的准确性和快递无丢失、损毁现象是各高校期望值最高的 2 项。最后针对本文所分析的问题提出建议，并对全文进行总结。【关键词】菜鸟驿站；服务质量评价；SERVQUAL 模型；熵值法Study on Service Quality Evaluation of CaiNiao courier station-- Five Universities in ZhongShan as an Example[Abstract] With the rise of e-commerce industry, the rapid rise of express delivery industry, college campus express business growth at the same time brought many problems. Nowadays, college express delivery is mostly cooperation with CaiNiao courier station, which solves the disadvantages of many and messy express delivery and inconvenient pick-up. However, in order to gain competitive advantage in the fierce market competition, we must make some achievements in the quality of service. As the last kilometer link of express delivery in colleges and universities, the service quality has become a key factor restricting its development. Based on the questionnaire survey and SPSS、SERVQUAL model analysis, th...
