Study On The Customer Satisfaction Of The Express Service In Higher Education Park

The purpose of this paper is to study the impact of key factors on customer satisfaction and the relationship between the "last mile" express service in high school environment.This paper is based on the "express service"(YZ/T0128-2007),refer to the iResearch which constructed the "online shopping customer satisfaction evaluation system of logistics services”,and with reference to LSQ and SERVQUAL model,according to the characteristics of Zhongluotan University Park express delivery service and combined with the actual situation,then established the Zhongluotan customer satisfaction University Park courier service evaluation system,also corresponded index system into the questionnaire.This questionnaire is used to investigate the sample of college students in the campus of Zhongluotan University Park.And on this basis,the relevant methods of statistical analysis are used.Such as analysis of variance and correlation analysis to identify the key factors affecting the customer satisfaction of the campus express.Combined with SPSS21.0 software tools,we find out the key factors of campus express service and its impact on customer satisfaction.The conclusions are as follows:First,using the SPSS21.0 software to analyze the related data,it is found that different gender,identity,school and express use times have little difference on the perception and evaluation of express service customer satisfaction,but they also show certain consumption characteristics,and the number of complaints is proportional to satisfaction,and the more the number of complaints is satisfied.The lower the degree,the more satisfied it is.Second,with the analysis of statistical analysis,it is found that the 5 dimensions of delivery,communication,responsiveness,economy and flexibility have positive effects on the customer satisfaction of the Zhongluotan University Park fast service,and the correlation with the satisfaction is very significant,in which the serviceattitude of the express staff,the speed of Campus express delivery,the campus The existing express delivery providers and express personnel respond significantly to the problem response,and the significant impact of these four indicators is more obvious.In particular,express personnel are more prominent in the satisfaction of express consumers' response to problems,that is,the key to the quality satisfaction of express service is the communication quality of express workers and customers,so we should improve the satisfaction of express service quality,and do a good job between people and people,that is,do well The communication service between the express personnel and the customers.Finally,a comprehensive analysis of the results,according to the current development and reform college campus express service industry background of the times,in full understood and mastered the individualized demand of the express customer for the campus express service on the campus express service.Aiming at the weak link with the courier service and "suit one's methods to the situation." in the Zhongluotan University Park.Also improved the customer satisfaction and express put forward improvement measures and suggestions of the match.That is to pay attention to the comprehensive quality of express personnel,to do good communication and feedback with customer,to expedite the delivery of the express delivery system,to optimize the delivery of campus express delivery,to improve the delivery of the school express delivery service and to standardize the express delivery service.So we can further optimize the quality of the courier service on the campus of Zhongluotan University Park,and provide a reference to the management of express enterprises,so as to realize Zhongluotan University Park express service healthy and steady development of sustained and orderly.