Research On Campus Express Service Design Of SF Express

The problem of poor matching between campus express service and students' express service demand is increasingly prominent.Timely adjustment of campus express service,continuous improvement of express service quality and satisfaction of customers play an important role in improving customer satisfaction of express enterprises.At present,there are few researches on service design based on customer demand,mostly from the perspective of service performance.Therefore,it is of great practical significance to research on campus express service design based on customer demand and for the purpose of improving service quality.This article takes the campus express business of SF Express as the research object,obtains the customer demand elements of campus express service by means of inquiry survey,expert survey and literature summary,and designs Kano questionnaire based on the collected customer demand elements to obtain the customer demand information.The Kano model is used to quantitatively process the SF Express campus express service demand information and determine the weight of the customer demand factor of the campus express service.The QFD model is used to transform demand elements into campus express service elements that can be understood and executed by enterprises.By establishing the relationship matrix between campus service elements and demand elements of SF express,the weight of each express service element is determined,and the service elements are classified according to the ranking results of each express service element weight.Based on the customer demand analysis of SF Express campus express and the classification results of campus express service elements,the SF Express campus express service is designed.Finally,it analyzes the feasibility of the implementation of SF Express campus express service design,and puts forward the guarantee measures for the implementation of SF Express campus express service design to ensure the stability of SF Express campus express service quality.The research results are of great significance to improve the quality of SF Express campus express delivery services and enhance the overall competitiveness of SF Express.