目录中文摘要.....................................................1ABSTRACT...................................................2前言.........................................................3一、研究背景.................................................3二、研究对象.................................................3三、研究意义.................................................3（一）理论意义............................................3（二）实践意义............................................4四、研究方法.................................................4（一）观察分析法..........................................4（二）文献搜集法..........................................4（三）问卷调查法..........................................4（四）数据统计调查法......................................5正文.........................................................5一、理论分析.................................................5（一）校园快递创新完善的多学科理论分析....................51、最后一公里.........................................52、二八法则...........................................63、7RS理论............................................6二、苏州大学校园快递运营模式及问题分析.......................7（一）运营模式现状分析....................................7（二）基于问卷调查的校园快递运营模式问题分析..............81、信度分析...........................................82、校园快递的现状及影响因素分析.......................9（三）相关分析...........................................14（四）回归分析...........................................16结论及建议..................................................17参考文献....................................................21致谢........................................................23附录........................................................24中文摘要随着近几年电子商务的迅猛发展，物流行业的业务量也呈爆发式增长，而校园快递作为物流行业的重要组成部分，高校师生的网购行为对物流行业的发展起着越来越重要的作用，他们对校园快递满意度也对整个快递行业起着举足轻重的作用。近年来，越来越多的学者开始对校园快递发展进行了研究，目前主要研究成果集中在servqual服务模型质量评价的应用、校园快递配送模式创新、京东苏宁等校园直营点运营模式改善等，基本集中在实证研究方面。而本文主要以苏州大学校园快递为出发点，立足于我校快递现状，运用问卷调查以及理论、实证分析校园快递运营模式问题，得出结论：我校在隐私保护、服务态度及服务内容上亟待改善，个性化服务也需要创新。对于校园快递整合及创新有一定的参考意义。关键词：物流配送校园快递服务质量ABSTRACTWiththedevelopmentandpopularizationofe-commerce,logisticsdistributionservicesalsodevelopquickly.CampusExpressasanimportantpartofthelogisticsindustryplaysanincreasinglyimportantroleinthedevelopmentoflogisticsindustry,andalsoitplaysadecisiveroleintheentireexpressdeliveryindustry.Inrecentyears,moreandmorescholarshavebeguntostudythedevelopmentofcampusexpressdelivery.Atpresent,themainresearchresultsfocusontheapplicationofServqualservicemodelqualityevaluation,campusexpressdeliverymodelinnovation,JingdongSuningandothercampusdirectoperationmodeimprovement,basicallyfocusedonempiricalresearch.ThisarticlemainlystartsfromtheSoochowUniversitycampusexpressdeliveryandfocusesontheCampusExpressStatus.ThisarticleusesQuestionnaireSurveyandTheoreticalandEmpiricalAnalysisonServiceQualityofDeliveryinCampusExpresstofindproblems,andconcludethatourschoolneedsurgentimprovem...
