基于 SERVQUAL-IPA 模型的高校菜鸟驿站服务质量评价  

Evaluation of Service Quality of College Cainiao Station Based on SERVQUAL-IPA Model

作　　者：杨萍 朱泳锜 Ping Yang;Yongqi Zhu(College of Management,Gansu Agricultural University,Lanzhou,Gansu,730070,China)

机构地区：[1]甘肃农业大学管理学院,甘肃兰州730070

出　　处：《管理科学与研究（中英文版）》2024年第1期19-24,共6页Management Science and Research

基　　金：甘肃农业大学2022年校级一流本科课程《社会研究方法》;甘肃农业大学2023年校级本科一流课程《社会学原理》(项目号GAU-YLKC-2023-05)。

摘　　要：论文以G高校为例,从服务对象角度出发,调查分析大学生对G高校菜鸟驿站服务质量的实际感知水平与期望值。以修正后的SERVQUAL量表为调查工具,找出期望值和实际感知水平的差距。调查得出,驿站总体服务质量的实际感受值均分为2.87分,期望值均分为4.44分,差值为-1.57分,总体服务水平不高。20个指标中每一个指标的期望值与实际感知分值之差均为负数,表示大学生期望的菜鸟驿站的服务质量均高于实际感知的服务质量。G高校菜鸟驿站在快递点的设置、丢件的赔偿、客户投诉的处理、大学生个性化服务等方面还需要改进。目前,G高校菜鸟驿站的服务还没有让大学生满意,服务质量还需要进一步提升。希望本研究为提高G高校菜鸟驿站的物流服务水平提供参考。Taking G University as an example,this paper investigates and analyzes the actual perception and expected values of college students towards the service quality of G University's Cainiao Station from the perspective of service recipients.The revised SERVQUAL scale is used as a survey tool to identify the gap between expected values and actual perceived levels.According to the survey,the actual perceived value of the overall service quality of the post station is average 2.87 points,the expected value is average 4.44 points,and the difference is-1.57 points.The overall service level is not high.The difference between the expected value and the actual perceived score of each of the 20 indicators is negative,indicating that college students expect the service quality of Cainiao Station to be higher than the actual perceived service quality.The Cainiao Station in G University still needs improvement in the setting of express delivery points,compensation for lost items,handling of customer complaints,and personalized services for college students.At present,the service of G University's Cainiao Station has not yet satisfied college students,and the service quality still needs to be further improved.This study aims to provide reference for improving the logistics service level of the Cainiao Station in G University.

关 键 词：高校菜鸟驿站 SERVQUAL量表 服务质量 

分 类 号：G64[文化科学—高等教育学]