基于SERVQUAL模型的高校菜鸟驿站服务满意度研究——以甘肃农业大学为例  

Research on Service Satisfaction of College Cainiao Station Based on SERVQUAL Model——Taking Gansu Agricultural University as an Example

作　　者：朱春丽 张自尧 Chunli Zhu;Ziyao Zhang(College of Management,Gansu Agricultural University,Lanzhou Gansu)

机构地区：[1]甘肃农业大学管理学院,甘肃兰州

出　　处：《运筹与模糊学》2024年第6期164-169,共6页Operations Research and Fuzziology

基　　金：国家社会科学基金项目:西部少数民族地区易地扶贫搬迁效能的实证研究(20BMZ146)。

摘　　要：本研究以甘肃农业大学的菜鸟驿站为调查对象,利用SPSS 26.0软件对收集的问卷数据进行信度、效度和相关性分析。在评估服务质量时,采用了SERVQUAL模型,从可靠性、响应性等多个维度对菜鸟驿站的服务进行评价。研究结果显示,该校菜鸟驿站存在寄取件排队时间长、服务时段无法满足顾客需求、快递物流追踪不够及时以及配送方式有限等一系列服务质量问题。这些发现不仅反映了甘肃农业大学的具体情况,也为其他高校在提升快递服务质量方面提供了有价值的借鉴。最终,针对这些问题提出了相应的改进对策,以期为类似服务站的优化提供参考。In this study,the Cainiao Station of Gansu Agricultural University was used as the survey object,and the collected questionnaire data were analyzed for reliability,validity and correlation using SPSS 26.0 software.In assessing the service quality,the SERVQUAL model was used to evaluate the ser-vices of the Cainiao Station in terms of reliability,responsiveness and other dimensions.The results of the study show that the university’s Cainiao Station has a series of service quality problems such as long queuing time for sending and picking up items,service hours that cannot satisfy customers’needs,insufficiently timely tracking of courier logistics,and limited delivery methods.These find-ings not only reflect the specific situation of Gansu Agricultural University,but also provide valuable reference for other universities in improving the quality of express service.Ultimately,correspond-ing improvement countermeasures are proposed for these problems,with a view to providing ref-erence for the optimization of similar service stations.

关 键 词：SERVQUAL模型 高校菜鸟驿站 满意度 

分 类 号：TP3[自动化与计算机技术—计算机科学与技术]