摘要近年来，随着电子商务产业的逐渐规范成熟，各大电子商务平台不断普及和当代大学生消费能力不断提升的形势下，校园网购已经成为一种新潮流。菜鸟校园驿站作为解决校园快递“最后一公里”的物流服务平台，已经入驻许多高校。89660

    本文围绕菜鸟校园驿站物流服务满意度开展研究讨论。首先，本文对国内外关于顾客满意度和物流服务满意度评价指标的研究文献进行收集与整理，还有其他学者已提出的关于优化物流服务的对策，学习相关理论知识和研究成果。以杭州师范大学菜鸟驿站为例，描述了其基本概况，并梳理出校园菜鸟驿站物流服务满意度的影响因素，确定论文的整体框架和研究方法；其次，以取件流程、保护措施、硬件条件和增值服务四个维度十个指标制作问卷，对杭州师范大学在校学生进行抽样调查，收集学生对于菜鸟驿站物流服务和各指标的满意度数据；再次，利用SPSS软件对问卷进行信度和效度分析，验证问卷的一致性和有效性，对物流服务整体满意度和各指标满意度进行描述性统计分析，按满意度从高到低进行排序。把物流服务整体满意度作为因变量，各指标作为自变量进行回归分析，建立回归模型；然后，通过调查问卷的结果分析菜鸟驿站物流服务还存在的一些问题及其成因；最后，结合大学菜鸟驿站现状，提出一些提升和优化菜鸟驿站的可行性建议，对于更加方便学生取件，提高物流服务满意度有实际意义。本文的研究可以为其他学校或地区的菜鸟驿站的发展提供参考借鉴。

毕业论文关键词：校园物流； 菜鸟驿站； 末端配送； 服务满意度； 评价指标

Abstract In recent years, with the gradual standardization of e-commerce industry mature, the growing popularity of major e-commerce platform and contemporary college students spending power rising situation, the campus online shopping has become a new trend。 Rookie campus station as a solution to the campus express "last mile" logistics service platform, has been settled in many colleges and universities。

This article discusses the satisfaction of the rookie campus cruise logistics service。 First of all, this paper has collected and collated the research literature on customer satisfaction and satisfaction evaluation of logistics service both at home and abroad。 There are other scholars' suggestions on optimizing logistics service, learning relevant theoretical knowledge and research results。 Taking the rookie station of Hangzhou Normal University as an example, this paper describes its basic situation and combs the influencing factors of the campus logistics service satisfaction, and determines the overall framework and research method of the paper。 Secondly, the questionnaire was used to collect the questionnaire, the measures of protection, the hardware condition and the value-added service。 The students were surveyed by Hangzhou Normal University to collect the students' satisfaction data for the rookie station logistics service and each index。 Thirdly, the reliability and validity of the questionnaire were analyzed by SPSS software, and the consistency and validity of the questionnaire were verified。 The satisfaction of the overall satisfaction of the logistics service and the satisfaction of the indicators were analyzed statistically, and the satisfaction was sorted from high to low The The overall satisfaction of the logistics service as the dependent variable, the indicators as independent variables regression analysis, the establishment of regression model。 Then, through the questionnaire survey results analysis rookie station logistics services still exist some problems and their causes。 Finally, combined with the status quo of Hangzhou Normal University Rookie Inn, put forward some suggestions to enhance and optimize the rookie station, for more convenient for students to pick up, improve logistics service satisfaction has practical significance。 The research of this paper can provide reference for the development of rookie station in other schools or regions。