| In recent years,with the advancement of the reform of the socialization of college logistics,C Polytechnic has tried to introduce a market competition mechanism to enrich the types of logistics services and improve service quality.However,as enrollment continues to rise and pressure on support services increases,and the problems reported by teachers and students have not been responded to in a timely manner,resulting in the continuous dropping of teachers and students’ satisfaction of logistics services,which also has a great impact on the enthusiasm of logistics employees.At the same time,with the speeding up of the university campus construction wisdom,the wisdom of the relatively backward construction become restrict C Polytechnic important factor of improving logistics service quality.In terms of service quality assurance,the logistics of C Polytechnic lacks scientific service quality evaluation tools,and the existing SERVQUAL model cannot be applied to the actual situation of C Polytechnic.Therefore,it is imperative to build a logistics service quality index system that is suitable for C Polytechnic ’s own situation.The research process of this paper was based on the SERVQUAL model as the basic research framework.First,it analyzed the current situation of the logistics of C Polytechnic and concludes the necessity of establishing a service quality index system;second,by sorting out the previous research results and combining the construction needs of intelligent logistics in colleges and universities,the evaluation dimensions and secondary indicators were screened out;then the scale was tested and simplified through the targeted distribution of 30 pre-investigation questionnaires and 321 formal questionnaires;again,the Delphi method was used to empower the scale;finally,according to the results of the questionnaire,five dimensions of problems were analyzed and reasons were explored,and targeted suggestions for improvement were put forward,such as strengthening logistics service target management,improving logistics service standard construction and institutional system,strengthening logistics service process control,and implementing the humanized management mode and intelligent logistics construction,etc.In terms of research results,on the one hand,with the five dimensions of assurance,reliability,responsiveness,empathy,and information,a logistics service quality index evaluation system for C Polytechnic was constructed,including 15 secondary indicators,with high the reliability and validity of the data can be used to evaluate the service quality of C Polytechnic logistics,and can also for other colleges to provide the reference on logistics service quality of ascension.On the other hand,a way to improve the quality of C Polytechnic’s logistics services is found,providing ideas for C Polytechnic in terms of quality management. |
