Research On Service Quality Improvement And Application Of Campus Express

With the continuous development of social economy and the continuous improvement of people’s living standards,e-commerce has developed rapidly,which also brings a large market for the development of campus express delivery,express delivery enterprises have seen business opportunities entering the campus one after another.However,due to some characteristics of colleges and universities,some problems are caused,such as the low quality of their services.For example,the population density is relatively low,usually accounting for one half or even one third of the urban population,which makes the logistics and distribution cost high.In addition students’consumption level is lower than the social average per capita consumption level,but the Courier number is higher than the national per capita,lead to the emergence of many express delivery service quality problem,such as demand is big,broad range,agents and more complex,the problem such as business system is not perfect,so need to improve the quality of campus express service.Quality function deployment(QFD)and failure mode and effects analysis(FMEA)are recognized in the field of quality control of two kinds of effective tools,they are complementary,so based on the joint model is established to improve the quality of service,determine the campus express concrete scheme improvement,to improve customer satisfaction,improve the campus express service management system.Firstly,this paper introduces the research background,research significance,research methods,research framework and main innovations of the thesis.Secondly,the definitions and related theories of quality of service,QFD and FMEA are introduced.Then,it studies the development status of campus express delivery,the general service quality problems that appear in the development process,and the express service status and service quality problems of case T university.Under the condition of determining the problems,the satisfaction evaluation system was established.Through the statistical analysis of the questionnaire on the satisfaction of T university teachers and students on express service quality,and the necessity of campus express improvement was analyzed.Finally,by analyzing the advantages of QFD and FMEA combined use,a joint improvement model of QFD and FMEA is built with the fault correction coefficient F_i as the joint point,and the effectiveness of the model is verified by taking T university as an example,and the priority of the improvement measures of express delivery service in T university is determined,which provides an effective basis for making improvement plans,thus ensuring the sustainable and green development of express delivery in T university.