校园菜鸟驿站服务满意度问题及改进方案——以H高校为例

H University Cai Niao Courier Station service satisfaction problems and improvement plan

随着电子商务的迅猛发展,网购已然成为时下最流行的购物方式,高校学生也逐渐成为了网购的主力军。在校园建立菜鸟驿站极大地提高了物流“最后500米”的效率,但巨大的业务量同样给物流企业带来了客户满意度方面的压力。通过问卷调查的方式搜集了H高校菜鸟驿站服务存在的问题及客户满意度数据,建立了满意度影响评价体系,分别进行了多元线性回归分析、AHP层次分析和灰色关联度分析,确定了各指标对于满意度影响的关联程度,并根据分析结果对菜鸟驿站如何提高客户满意度提出了合理建议。

With the rapid development of E-commerce,online shopping has become the most popular way of shopping,and college students have gradually become the main force of online shopping.The establishment of rookie post station on campus greatly improves the efficiency of logistics“the last 500 meters”,but the huge business volume also brings pressure on customer satisfaction to logistics enterprises.Through questionnaire survey,this paper collects the problems existing in the service of rookie post station in H University and customer satisfaction data,and establishes the satisfaction impact evaluation system.Then,multiple linear regression analysis,AHP and grey correlation analysis are carried out to determine the correlation degree of the impact of each index on satisfaction.Finally,according to the analysis results,this paper puts forward reasonable suggestions on how to improve customer satisfaction.