基于客户视角的高校快递服务满意度前因研究

摘要

In this paper, in the case of Guangxi Normal University for Nationalities in Chongzuo, Guangxi and Donghua University in Shanghai, and in connection with the logistics satisfaction theory advanced by scholars at home and abroad, we presented some hypotheses about the antecedent of the satisfaction of the university express services, subjected them to verification, determined the factors influencing the customer satisfaction thereof, and at the end, proposed the suggestions to improve the customer satisfaction of the university express services.%以高校客户为对象进行分析,以位于发展中城市崇左的广西民族师范学院和位于发达城市上海的东华大学为例,结合国内外学者关于物流满意度的理论,对于高校快递服务满意度的前因提出几项假设并加以分析验证,确定影响高校客户满意度的因素,并通过这些因素对高校客户满意度的影响程度,为提高高校快递客户满意度提出建议.