American Journal of Engineering and Technology Management

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Evaluation of Express Service Quality on Campus

Received: 24 May 2018    Accepted: 06 June 2018    Published: 29 June 2018
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Abstract

To satisfy individual needs of customers. The thesis analyses factors that affecting the quality of campus express mail service, in order to find out the best solution. On the foundation of the reality of campus express delivery, The Service Quality (SERVQUAL) and LSQ model applies to an index system with 20 indexes, Using questionnaires and factor analysis, the quality of campus express delivery is evaluated in three dimensions. With the index system, using fuzzy analytic hierarchy process (FAHP) to determine the index weight of campus express delivery, the result shows that there is still room for improvement in the quality of campus services. Suggestions are proposed to against existing problems and improve the overall quality of campus express delivery.

DOI 10.11648/j.ajetm.20180303.11
Published in American Journal of Engineering and Technology Management (Volume 3, Issue 3, June 2018)
Page(s) 42-46
Creative Commons

This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.

Copyright

Copyright © The Author(s), 2024. Published by Science Publishing Group

Keywords

Campus Express Delivery, Quality of Service, SERVQUAL Model, FAHP

References
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[2] CHEN Ping, YANG Jinwei, “Study on Quality Evaluation and Improvement Countermeasures of On-campus Express Delivery Service,” Logistics Technology, no. 15, pp. 192-195, 2014.
[3] YU Ming, LI Guojun, “A Survey of University Students’ Satisfaction to Express Service in Urumqi,” Logistics Technology, no. 34, pp. 158-161, 2015.
[4] XIE Fang, “Empirical Research on the Relations between Online Shopping Customer Perceived Service Quality and Customer Repurchase Intention,” The Theory and Practice of Finance and Economics, vol. 3, no. 37, pp. 123-127, 2016.
[5] LIU Zhiqiang, ZHANG Congyan, “Empirical Research on A Private Courier Company’s service quality evaluation from the perspective of customer perception,” Enterprise Economy, no. 7, pp. 88-92, 2014.
[6] ZHENG Jianing, “Who Moved My Information?”-Ownership and Protection of Express Service Information, Lanzhou Academic Journal, no. 8, pp. 150-156, 2016.
[7] ZHANG Xinghua, LIANG Kaihao, “Analysis of Factors affecting Campus Express Service Satisfaction,” Economic Research Guide, no. 21, pp. 47-48, 2016.
[8] YAO Jianhao, GU Jing, “Study on the Satisfaction of Campus Delivery Service Based on Online Shopping: An example of Nanjing Xiao Zhuang University,” Market Weekly (Theoretical research), no. 31, pp. 116-120, 2018.
[9] LIU Wenli, YE Xiaofei, CHEN Lin, “Campus express delivery optimization strategy based on satisfaction analysis: An example of Ningbo University,” Journal of Ningbo University (Natural Science& Engineering Edition), no. 1, pp. 40-42, 2018.
[10] CAO Xia, LI Ling, “Study on Evaluation System of Express Service Quality of Online Shopping based on SERVQUAL Model,” Railway Transport and Economy, no. 8, pp. 93-98, 2015.
[11] Eleonora M, Laetitia D, Francois F, “Final deliveries for online shopping: The deployment of pickup point networks in urban and suburban areas,” Research in Transportation Business& Management, no. 11, pp. 23-31, 2014.
[12] Mentzer J T F, “Logistics Service Quality as a Segment-Customized Process,” Journal of Marketing, vol. 8, no. 37, pp. 93-98, 2001.
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[14] Oliver R L, “Cognitive, Affective and Attribute Based of the Satisfaction Response,” Journal of Consumer Research, vol. 3, no. 20, pp. 418-430, 1993.
[15] Hannah Nyambara Ngugi, James Wambua Kaluli, Zachary Abiero-Gariy, “Use of Expanded Polystyrene Technology and Materials Recycling for Building Construction in Kenya,” American Journal of Engineering and Technology Management, vol. 2, no. 5, pp. 41-50, 2017.
Author Information
  • Business School, Beijing Wuzi University, Beijing, China

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  • APA Style

    Ji Xuehua. (2018). Evaluation of Express Service Quality on Campus. American Journal of Engineering and Technology Management, 3(3), 42-46. https://doi.org/10.11648/j.ajetm.20180303.11

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    ACS Style

    Ji Xuehua. Evaluation of Express Service Quality on Campus. Am. J. Eng. Technol. Manag. 2018, 3(3), 42-46. doi: 10.11648/j.ajetm.20180303.11

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    AMA Style

    Ji Xuehua. Evaluation of Express Service Quality on Campus. Am J Eng Technol Manag. 2018;3(3):42-46. doi: 10.11648/j.ajetm.20180303.11

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  • @article{10.11648/j.ajetm.20180303.11,
      author = {Ji Xuehua},
      title = {Evaluation of Express Service Quality on Campus},
      journal = {American Journal of Engineering and Technology Management},
      volume = {3},
      number = {3},
      pages = {42-46},
      doi = {10.11648/j.ajetm.20180303.11},
      url = {https://doi.org/10.11648/j.ajetm.20180303.11},
      eprint = {https://download.sciencepg.com/pdf/10.11648.j.ajetm.20180303.11},
      abstract = {To satisfy individual needs of customers. The thesis analyses factors that affecting the quality of campus express mail service, in order to find out the best solution. On the foundation of the reality of campus express delivery, The Service Quality (SERVQUAL) and LSQ model applies to an index system with 20 indexes, Using questionnaires and factor analysis, the quality of campus express delivery is evaluated in three dimensions. With the index system, using fuzzy analytic hierarchy process (FAHP) to determine the index weight of campus express delivery, the result shows that there is still room for improvement in the quality of campus services. Suggestions are proposed to against existing problems and improve the overall quality of campus express delivery.},
     year = {2018}
    }
    

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    T1  - Evaluation of Express Service Quality on Campus
    AU  - Ji Xuehua
    Y1  - 2018/06/29
    PY  - 2018
    N1  - https://doi.org/10.11648/j.ajetm.20180303.11
    DO  - 10.11648/j.ajetm.20180303.11
    T2  - American Journal of Engineering and Technology Management
    JF  - American Journal of Engineering and Technology Management
    JO  - American Journal of Engineering and Technology Management
    SP  - 42
    EP  - 46
    PB  - Science Publishing Group
    SN  - 2575-1441
    UR  - https://doi.org/10.11648/j.ajetm.20180303.11
    AB  - To satisfy individual needs of customers. The thesis analyses factors that affecting the quality of campus express mail service, in order to find out the best solution. On the foundation of the reality of campus express delivery, The Service Quality (SERVQUAL) and LSQ model applies to an index system with 20 indexes, Using questionnaires and factor analysis, the quality of campus express delivery is evaluated in three dimensions. With the index system, using fuzzy analytic hierarchy process (FAHP) to determine the index weight of campus express delivery, the result shows that there is still room for improvement in the quality of campus services. Suggestions are proposed to against existing problems and improve the overall quality of campus express delivery.
    VL  - 3
    IS  - 3
    ER  - 

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