Research On Service Evaluation And Improvement Of A Campus Express Supermarket

Nowadays,the development of Internet economy is so booming,the consumption capacity of college students is improving day by day,and their online consumption habit of shopping becomes popular.A vigorous e-commerce consumption market has been formed on campus,and campus express has achieved unprecedented development.Campus express delivery presents the characteristics of centralized delivery crowd and large express business volume.However campus express "last 100 meters" distribution due to the school safety management requirements of delivery vehicles and Express delivery personnel can not be sent to the school gate.students are influenced by class task,receiving hours are not fixed docking with the delivery time is difficult to make the campus express delivery problems seriously disturbed the school teachers and students,express delivery can not go in,students are not convenient to go out of school.Receiving has derived all kinds of express delivery modes,such as campus express supermarket,campus express O2 O,campus express APP by cellphone helping receiving and sending campus expresses by some students and so on.At one time,the major express service providers have launched fierce competition in the campus,and the campus express market is extremely chaotic.A campus express supermarket emerged in the chaotic campus express service market.On the one hand,it shoulders how to standardize the campus express service environment to provide high-quality express service for teachers and students,on the other hand,it should do a good job in the logistics service of the last kilometer of campus express,well helping to improve the logistics service of the "last kilometer",making logistics service efficiency and efficiency.This paper takes the evaluation of express delivery service of campus express supermarket A as an example,and makes theoretical connection with empirical evidence.By building SERVQUAL service evaluation model,this paper evaluates the service quality of campus express delivery,and puts forward the idea of improving the service quality.Firstly,theoretically,the SERVQUAL service model of campus express service evaluation is sorted out by analyzing the current situation of campus express.By analyzing the current situation of campus express supermarket and combining the characteristics of university e-commerce express service,this paper studies the influencing factors of campus express service.Second in empirical aspect,through the service tangibility,reliability,responsiveness,assurance,empathy,five dimensions after image of 22 indicators to build the campus SERVQUAL evaluation model of service,express service evaluation from A campus express service customer satisfaction questionnaire,questionnaire data to make use of SPSS and EXCEL software to the software reliability analysis,validity analysis,factor analysis,and on the basis of the analysis to the factors of normalization,gives five dimensions 22 index weight.Then,the comprehensive evaluation score of A campus express service quality was obtained according to the statistics.The analysis results showed that the expected value of the service quality of A campus express supermarket was higher than the actual perceived value,and the service level was not up to the expectation of customers.Overall,the service quality was not satisfactory.Finally,according to the results of the questionnaire survey,from the service tangibility,reliability,responsiveness,assurance,empathy to the A campus express supermarket service improvement measures.