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StudyonServiceQualityEvaluationofCaiNiaocourierstation--FiveUniversitiesinZhongShanasanExample[Abstract]Withtheriseofe-commerceindustry,therapidriseofexpressdeliveryindustry,collegecampusexpressbusinessgrowthatthesametimebroughtmanyproblems.Nowadays,collegeexpressdeliveryismostlycooperationwithCaiNiaocourierstation,whichsolvesthedisadvantagesofmanyandmessyexpressdeliveryandinconvenientpick-up.However,inordertogaincompetitiveadvantageinthefiercemarketcompetition,wemustmakesomeachievementsinthequalityofservice.Asthelastkilometerlinkofexpressdeliveryincollegesanduniversities,theservicequalityhasbecomeakeyfactorrestrictingitsdevelopment.BasedonthequestionnairesurveyandSPSS、SERVQUALmodelanalysis,thispaperestablishestheevaluationindexsystemofservicequality,throughtheanalysisanddiscussionoftherelationshipbetweeneachdimensionandeachindexandtheoverallexpressservicequality,andgivesweighttoeachindexafterrevision,andobtainstherelevantweightofcampusrookiepostservice.Thistime240fieldquestionnairesweredistributed,237wererecoveredand214validquestionnaireswereissued.Analysisofthedatafoundthat:priceisthemostimportantfactoraffectingcampusexpressservice,inaddition,informationandpackagesecurityandassuranceisalsothefocusofcustomerattention.Theintegrityofthepackage,theprice,theconvenienceofsendingthepieces,theserviceattitudeofthepoststaffarethekeyfourfactors.Theaccuracyofpick-upandexpressdeliverywithoutloss,damagephenomenonisthehighestexpectationsofthetwocolleges.Finally,thepaperputsforwardsomesuggestionsfortheproblemsanalyzed,andsummarizesthefulltext.[Keywords]CaiNiaocourierstation;ServiceQualityEvaluation;SERVQUALModel;Entropyevaluationmethod.目录1前言....................................................51.1选题背景.....................................................51.2研究目的及意义...............................................61.3国内外研究现状及评述.........................................71.3.1国内研究现状.................................................71.3.2国外研究现状.................................................81.3.3研究述评.....................................................91.4研究内容和方法...............................................91.4.1研究内容.....................................................91.4.2研究方法...........................................
