广东工商职业技术大学菜鸟驿站客户服务满意度调查及分析

摘要

快递服务在现代生活中已经成为不可或缺的一部分，高校快递站作为校园中的重要服务之一，对于提高学生生活质量、促进校园文化建设有着重要的意义。为了了解广东工商职业技术大学菜鸟驿站客户对服务的满意度，本文采用问卷调查法对广东工商职业技术大学菜鸟驿站的客户进行了调查，分析了客户对于快递服务的需求、满意度以及问题，并提出了改进建议。

通过问卷调查，本文发现广东工商职业技术大学菜鸟驿站客户对于快递服务的需求主要集中在送货速度、送货准确度、服务态度、包装质量等方面。客户对于菜鸟驿站的服务总体满意度较高，但也存在一些问题，如送货延迟、包装质量不佳、服务态度等，需要及时改进。

针对上述问题，本文提出了一些改进建议，如加强对快递员的培训，提高服务质量；优化包装流程，提高包装质量；提供更便捷的快递查询服务，提高客户满意度等。

关键词：高校快递站；客户服务；满意度；改进建议

Abstract

Express delivery service has become an indispensable part of modern life. As an important service on campus, the university express delivery station has significant meaning for improving students' quality of life and promoting campus cultural construction. In order to understand the satisfaction of customers of the Cainiao Express station at Guangdong University of Business and Technology, this thesis surveyed the customers of the Cainiao Express station at Guangdong University of Business and Technology using the questionnaire method, analyzed the needs, satisfaction, and problems of customers for express delivery service, and put forward improvement suggestions.

Through the questionnaire survey, this thesis found that the customers of the Cainiao Express station at Guangdong University of Business and Technology mainly focused on delivery speed, delivery accuracy, service attitude, packaging quality and other aspects in terms of express delivery service needs. The overall satisfaction of customers with the Cainiao Express station was high, but there were also some problems, such as delivery delays, poor packaging quality, and service attitude, which need to be improved in a timely manner.

In view of the above problems, this thesis puts forward some improvement suggestions, such as strengthening the training of express delivery personnel to improve service quality; optimizing the packaging process to improve packaging quality; providing more convenient express delivery inquiry services to improve customer satisfaction, and so on.

Keywords: university express delivery station; customer service; satisfaction; improvement suggestions