Development and Analysis of a Quality Assessment System for Campus Courier Services

With the rapid growth of global e-commerce and the shift towards online consumption among university staff and students, the volume of campus courier services has experienced explosive growth, and the quality of last-mile services has become a key factor influencing the satisfaction of staff and students with campus life. Therefore, this paper constructs a dedicated evaluation system for campus courier service quality comprising six dimensions and 23 indicators, based on the Service Quality (SERVQUAL) and Logistics Service Quality (LSQ) models and incorporating data mining from online reviews. Empirical research was conducted using Structural Equation Modelling (SEM) and the Fuzzy Comprehensive Evaluation (FCE) method. The results indicate that the overall quality of campus courier services in China currently stands at a moderately satisfactory level. Based on the evaluation results and an analysis of weaknesses, targeted optimization and improvement strategies are proposed, providing both theoretical and practical support for enhancing the quality of campus courier services.