| Vigorous online shopping provides endless opportunities for China’s express delivery industry,which contributes rapidly to the rise of China’s express delivery market economy,accurately grasps the content of students’ satisfaction information,and establishes a complete satisfaction evaluation management mechanism,which is of great significance to the development of the construction of cainiao posthouse in colleges and universities.For the highly competitive college market,timely and accurate feedback from students will be the decisive factor.Starting from the angle of A university students’ satisfaction,this thesis mainly evaluate and explore their satisfaction by taking them as the main research objects and using factor and fuzzy comprehensive evaluation as the main research methods.First of all,on the theoretical basis of domestic in-depth study of student satisfaction,this thesis collates the domestic and foreign theories and research on service satisfaction of cainiao posthouse,and determines the research direction of service satisfaction of cainiao posthouse in A university.Secondly,after consulting literatures,making on-the-spot investigation and interviewing with employees,this thesis initially selects the evaluation index system of the satisfaction degree of cainiao station at A university,then carries out a questionnaire surveyon these students,and analyzes the questionnaire data by using SPSS26.0.Thirdly,by anazying the commonality in the factors,the thesis determines the optimized evaluation indicators,including 6 secondary indicators such as pickup efficiency,package loss rate,package integrity rate,employee service attitude,station layout and on-site management,as well as 21 tertiary indicators.The reliability and validity of the index system are tested as well.Then,the relative weight of each index is obtained by factor analysis method,and the students’ evaluation model of the satisfaction degree of cainiao station in A university is established by fuzzy comprehensive evaluation method.Finally,the case analysis of satisfaction evaluation is carried out,and the corresponding improvement countermeasures are given after comprehensive consideration of the evaluation results.This thesis evaluates the students’ satisfaction degree of cainiao posthouse service in A university,which lays a foundation and guidance for cainiao posthouse to master and improve their service level.In a sense,our conclusions can reflect the present situation and problems of the service of cainiao posthouse,and help improve its quality of service. |
