Research On Improving The Catering Service Customer Satisfaction Of KX Logistic Company In Hangzhou XX Higher Vocational College

The National Education Conference held in Beijing in September 2018 deployed China ’s plan to build a number of first-class universities and matching logistics services by 2030,which means that universities continue to develop while facing a more competitive environment.In order to keep up with the national "double first-class" construction pace,some higher vocational colleges have also proposed the "double first-class" construction goal.As for the college logistics,which is responsible for undertaking the management education,service education and environmental education of higher vocational colleges,how to do this basic work well and how to survive and develop in a competitive environment is very meaningful to promote the construction of a “double first-class” university,because the logistics of higher vocational colleges is good or bad,will affect the vital interests of teachers and students in higher vocational colleges,which will ultimately affect the quality of education and teaching in higher vocational colleges.Therefore,in the context of the current "double first-class" construction,more and more vocational colleges attach importance to improve logistics management.In recent years,with the expansion of enrollment in higher vocational colleges,especially the introduction of the "National Vocational Education Reform Implementation Plan" in 2018,the number of college students in vocational colleges has increased sharply.The general characteristics of college students are school accommodation and dining in the school cafeteria.Therefore,the canteen of higher vocational colleges faces a large number of teachers and students,so how to do a good job in the logistics canteen service to improve the satisfaction of teachers and students is particularly important.At present,with the improvement of people’s economic living standards,whether they are teachers or students,their consumption levels and consumption concepts are constantly changing and improving,especially the rise of some e-commerce enterprises,such as Meituan,are you hungry,etc.,which bring great challenges to the management of the canteen of vocational colleges.The canteen service of some higher vocational colleges fails to meet the requirements of teachers and students,which leads to the serious loss of customers(teachers and students),which affects the development of the canteen to a certain extent,and finally brings certain influence to the sustainable development and image building of higher vocational colleges.Therefore,the logistics of higher vocational colleges must pay attention to catering service.From the perspective of customer satisfaction of students and teachers,it is of great significance to deeply understand the real needs of customers and provide appropriate and high-quality services according to the actual needs and changes of customers,which is of great significance to promote logistics management and the development of higher vocational colleges.Therefore,how to improve the logistics catering service satisfaction of higher vocationalcolleges is a problem worth solving.But in fact,with the advancement of logistics socialization and catering socialization reform in higher vocational colleges,the catering service work has improved considerably,but it has not met the requirements and levels of teachers and students,so how to improve the catering satisfaction services has become the subject of general concern in higher vocational colleges in recent years.Therefore,this article analyzes and studies the customer satisfaction of catering service of KX logistics company in Hangzhou XX Higher Vocational College.The research of this paper firstly summarizes and sorts out the research results on customer satisfaction of catering service in colleges and universities at home and abroad by searching,sorting and analyzing relevant literature;And the concept of catering service customer satisfaction and related theories such as humanistic management theory and attribution theory are analyzed to provide a theoretical basis for the research.;Secondly,it introduces the current situation of KX logistics company ’s catering service management from the aspects of its operation mode,service concept and management system.;Thirdly,based on the dimensional analysis of customer satisfaction by Kim,Zhong Shineng,Zong Hui,Wang Jiangyan and other scholars,the questionnaire design and the interview of five questions were conducted from the dimensions of service quality perception,product quality perception and equipment quality perception.Questionnaire research and interview survey research show that: in terms of product quality perception,customer satisfaction is high in meal taste,meal price,meal variety,meal portion and freshness,but satisfaction in meal hygiene and product insulation is not satisfactory;in terms of service quality perception,satisfaction is high in business hours,employee instrumentation and hygiene,feedback mechanisms,etc.There are problems with poor service attitudes,slow service speed,lack of personalized service and participation mechanism;in terms of equipment quality perception,dining environment Satisfaction is high in terms of hygiene,tableware supply and renewal,and there are problems with unsatisfactory sanitation facilities and insufficient venues.The causes of lower satisfaction are mainly due to the low overall quality of the catering staff,no people-oriented cultural concept,backward infrastructure facilities,imperfect management mechanism,and imperfect catering guarantee mechanism.Fourth,in view of the aforementioned problems and causes of catering service satisfaction,Use Maslow’s management theory,humanistic management theory,attribution theory,etc.to improve product quality control level,build a people-oriented catering service culture,strengthen the logistics team construction and improve restaurant hardware and software facilities.Through the research of this paper,it plays a role in promoting the standardized development of catering service management of KX logistics company in Hangzhou XX highervocational colleges,and also has certain practical reference value for improving customer satisfaction of logistics catering services in other vocational colleges.