Evaluation of Express Service Quality on Campus

摘要

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.