后疫情时代高校菜鸟驿站服务质量满意度实证研究

Empirical Study on Satisfaction of Service Quality of Cainiao Campus Courier Stations in Post-epidemic Era

以武汉市高校菜鸟驿站为例,对后疫情时代高校校园菜鸟驿站的服务质量和顾客满意度之间的关系展开研究。借鉴SERVQUAL模型的相关指标,并结合后疫情时代的物流服务现状以及服务质量特征,针对高校驿站快递服务质量5个维度及其对满意度的影响进行研究。通过问卷调查,运用SPSS27.0统计软件,对收集的数据进行了信度与效度分析、指标的统计描述和多元线性回归分析。结果表明:高校驿站快递服务质量的可靠性、响应性、安全性和有形性对顾客满意度有显著的正向影响,而便利性对顾客满意度的影响不显著。基于研究结果为高校驿站服务质量的提高提出了相关建议。

Taking Cainiao campus courier stations in Wuhan as examples,we studied the relationship between the service quality and customer satisfaction of Cainiao campus courier stations in the post-epidemic era.Then,with reference to the relevant indicators of the SERVQUAL model,combined with the logistics service level and quality characteristics in the post-epidemic era,we studied the five dimensions of service quality of the campus courier stations and their impact on customer satisfaction.Next,with questionnaire survey and SPSS27.0 statistical software,we analyzed the reliability and validity of the collected data,described the statistics of the indicators,and carried out a multiple linear regression analysis.The result showed that the reliability,responsiveness,security and tangibility of the service quality of campus courier stations have significant positive impact on customer satisfaction,while convenience has insignificant influence on customer satisfaction.On such basis,we put forward some suggestions for improving the service quality of campus courier stations.