Study On The Service Quality Of Campus E-Commerce Express "Last Mile"

With the development and popularization of e-commerce,logistics distribution services as the basis of e-commerce,its business volume also showed explosive growth.The students are Internet users in the largest professional group,accounting for up to 25.1%.College teachers and students as the main consumer groups of online shopping,followed by logistics service demand also rising,making logistics campus unlimited business opportunities,which also makes many logistics companies eyeing the campus logistics industry--a piece of fat meat,but extensive management mode let the logistics company in expanding the scale of also brought some security risks.The campus express "the last one kilometer" distribution as the electronic commerce logistics at the end of a ring,is directly with customers face to face contact a ring and its service quality will directly affect the customer degree of satisfaction of the entire e-commerce logistics.However,there are many problems in the distribution and after-sales service of the campus express delivery service.If the current situation does not improve,it will affect the satisfaction of consumers,restrict the development of express delivery and e-commerce.Students are the main force of online shopping,the wheat is a commune is stores settings in the campus express company specializing in campus express "the last one kilometer".Therefore,this paper select wheat commune as the research object,the paper studies wheat commune campus e-commerce "last mile" service quality,tries to find out the influence of campus express "last mile" quality of service,and puts forward the countermeasures to improve it.The SERVPERF model as the foundation,through on-the-spot investigation,as well as the reference of a large number of relevant literature,the "last one kilometer" of the wheat commune e-business logistics distribution service quality scale;hierarchy analysis method to determine the weight of each index,calculated the service quality of the wheat public agency;then to different types of consumers on the service quality of wheat commune evaluation gap has carried on the reason analysis,the wheat commune straight battalion inn and join in inn of the "last mile" service quality gap has carried on the reason analysis,on Hubei province six straight battalion store service quality were compared.Finally according to the above has puts forward some corresponding countermeasures and suggestions.