摘要
[目的/意义]针对高校物流服务存在的问题,对高校物流服务设计要素进行研究,为提高现代物流服务质量提供参考。[方法/过程]采用Kano模型和QFD理论集成的方法,在获取了高校物流服务需求要素的基础上,采用Kano模型对每一种需求要素的属性进行分析,然后将Kano模型与QFD理论的质量规划目标进行结合,对需求要素重要度进行调整,再结合QFD理论中的相关矩阵进行计算,最终得到满足需求的设计要素的重要度排序,针对该排序提出提升高校物流服务质量的建议。[结果/结论]在针对高校这一群体进行物流服务设计时,为了充分满足顾客需求,提高顾客满意度,首先应该满足顾客对于安全、态度和寄送服务的要求;其次,高校作为高级知识分子高度密集的区域,高校群体对于智能化的服务需求非常高,在对高校物流服务进行设计时,应该充分利用网络的便捷性,为顾客提供全方面的线上服务平台。
[Objective/Significance ] In view of the problems existing in the university- logistics service, this paper studies the design elements of logistics service in colleges and universities, in order to provide reference for improving the quality- of modern logistics service. [ Method/Process ] By using the Kano model and the theory- of QFD integrated method based on the demand of university logistics service, this paper analyzes the property- of the Kano model for each kind of de- mand factors, and then it combines the quality- planning target of Kano model with QFD theory for further adjustment of im- portant degrees of the related factors. Next, combined with the correlation matrix in QFD theory- calculation, it gets the im- portance sequence of elements to meet the design demand in accordance with the ranking proposed to enhance the service quality- of university- logistics proposal. [ Result/Conclusion] When designing for college logistics service, the satisfaction for safety-, attitude and delivery- should be met first; on the other hand, as colleges and universities are the place where sen- ior intellectuals live, the design of logistics service should make full use of network convenience, and all aspects of online service platform for customers.
作者
李松林
Li Songlin(School of Management,China University of Mining and Technology-（Beijing）,Beijing 100083,China)
出处
《西部经济管理论坛》
2018年第4期63-74,共12页
West Forum on Economy and Management
