Research Article
Construction of Campus Cainiao Post Station Service Quality Evaluation Model - Take Guangzhou College of Technology and Business as An Example
@INPROCEEDINGS{10.4108/eai.18-11-2022.2326889, author={Lingzhi Zeng}, title={Construction of Campus Cainiao Post Station Service Quality Evaluation Model - Take Guangzhou College of Technology and Business as An Example}, proceedings={Proceedings of the 4th International Conference on Economic Management and Model Engineering, ICEMME 2022, November 18-20, 2022, Nanjing, China}, publisher={EAI}, proceedings_a={ICEMME}, year={2023}, month={2}, keywords={cainiao post station; service quality evaluation; analytic hierarchy process; fuzzy evaluation method}, doi={10.4108/eai.18-11-2022.2326889} }- Lingzhi Zeng
Year: 2023
Construction of Campus Cainiao Post Station Service Quality Evaluation Model - Take Guangzhou College of Technology and Business as An Example
ICEMME
EAI
DOI: 10.4108/eai.18-11-2022.2326889
Abstract
With the increasing number of express deliveries on campus, service quality levels of campus express become a hot research topic, it is especially important to establish an effective service quality evaluation system. To this end, this article built 19 index evaluation system firstly based on SERVQUAL evaluation model of customer satisfaction. Then, the weight of indexes was determined by analytic hierarchy process (AHP) after we obtained the 220 data by questionnaire. Finally, the comprehensive evaluation on the logistics service quality of campus express was carried out by using fuzzy comprehensive evaluation method, and this paper put forward a series of suggestions to improve the service quality of Guangzhou College of Technology and Business campus express service according to the three index dimensions of responsiveness, assurance and empathy with low scores.