Proceedings of the 2nd International Conference on Big Data Economy and Digital Management, BDEDM 2023, January 6-8, 2023, Changsha, China

Research Article

Research on Service Quality of College Express Market from the Perspective of Customers -Take Universities in Nanchang as an Example

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  • @INPROCEEDINGS{10.4108/eai.6-1-2023.2330292,
        author={Rui  Zhang},
        title={Research on Service Quality of College Express Market from the Perspective of Customers  -Take Universities in Nanchang as an Example},
        proceedings={Proceedings of the 2nd International Conference on Big Data Economy and Digital Management, BDEDM 2023, January 6-8, 2023, Changsha, China},
        publisher={EAI},
        proceedings_a={BDEDM},
        year={2023},
        month={6},
        keywords={logistics service quality logistics service quality empirical research},
        doi={10.4108/eai.6-1-2023.2330292}
    }
    
  • Rui Zhang
    Year: 2023
    Research on Service Quality of College Express Market from the Perspective of Customers -Take Universities in Nanchang as an Example
    BDEDM
    EAI
    DOI: 10.4108/eai.6-1-2023.2330292
Rui Zhang1,*
  • 1: Beijing Jiaotong University
*Contact email: zrui199818@163.com

Abstract

The rapid development of e-commerce and the increase of national income have promoted the rapid development of the express industry. Many enterprises have entered the express market, making the express industry market competitive and complex. How to achieve long-term development in the fierce market competition depends largely on the quality of express service it provides. As the main force of online shopping, college students' loyalty to express enterprises is an important economic support for express enterprises. With the continuous expansion of college students' online shopping market, college express services have gradually revealed some problems, such as: loss of goods, inconvenience in returning goods, etc. Especially during e-commerce activities, the rapid growth of express business has brought greater challenges to express enterprises to ensure good logistics service quality. Therefore, it is very important to analyze the service quality of the efficient express market. This paper takes colleges and universities in Changbei Economic Development Zone of Nanchang City as the research object. From the perspective of customer perception, with reference to SERVQUAL model, LSQ model and other research results, this paper analyzes the factors that affect the service quality of college express market, and improves the college express service mechanism to improve customer satisfaction, expand and stabilize the college market.