基于层次分析法的校园快递服务满意度分析--以周口师范学院为例

Analysis of campus express service satisfaction based on analytic hierarchy process:Taking Zhoukou Normal University as an example

通过对周口师范学院的快递网点进行访谈,结合问卷调查获取大学生对校园快递的满意度情况,运用层次分析法对校园快递的服务满意度影响因素进行了实证分析。研究表明:配送时效性和配送完整性,尤其是到货的及时性和配送商品的准确性方面权重占比较高,是影响校园消费者满意度的关键因素。而配送的便利性和服务的专业性,尤其是配送方式的多样性和货物取件的便捷性方面满意度评价较低,提升二者的满意度对提升校园快递服务满意度具有重要作用。最后根据分析结果针对周口师范学院校园快递的服务满意度状况提出了提升策略。

Through interviews with express delivery outlets at Zhoukou Normal University and a questionnaire survey,the satisfaction of college students with campus express delivery was obtained.The Analytic Hierarchy Process was used to empirically analyze the influencing factors of service satisfaction of campus express delivery.Research has shown that the timeliness and completeness of delivery,especially the timeliness of arrival and the accuracy of delivered goods,have a relatively high weight and are key factors affecting campus consumer satisfaction.The convenience of delivery and the professionalism of services,especially the diversity of delivery methods and the convenience of picking up goods,have lower satisfaction evaluations.Improving the satisfaction of both plays an important role in improving the satisfaction of campus express delivery services.Finally,based on the analysis results,improvement strategies were proposed for the service satisfaction status of campus express delivery at Zhoukou Normal University.