Research on Evaluation and Improvement of Campus Take-out Delivery Efficiency in Universities

Abstract

With the continuous expansion of university campus take-out market, the pressure borne by terminal in-campus delivery is increasing. This paper takes delivery efficiency as the main research object and incorporates five analytical dimensions into the efficiency evaluation: coverage capacity, delivery efficiency, service quality, cost-benefit, capacity boundary and resilience. Referring to the SERVQUAL and LSQ models, this study constructs an evaluation system consisting of 15 specific indicators. Drawing on the hierarchical idea of the Analytic Hierarchy Process (AHP), the mean normalization weighting method is adopted to determine the weight of each indicator, and the fuzzy comprehensive evaluation method is applied for quantitative measurement. Taking a university in Chengdu as an empirical case for investigation and calculation, the results show that the comprehensive delivery efficiency score of take-out services in this university is 3.10 points, merely at a medium level. Among all dimensions, coverage capacity scores 3.61 points with relatively satisfactory performance; capacity boundary and resilience only reach 2.73 points, which represents the most prominent shortcoming and offers the greatest room for improvement. Delivery efficiency (2.98 points) and service quality (2.95 points) also show considerable room for improvement. In view of various practical problems exposed by the university, corresponding optimization countermeasures are proposed from four perspectives: flexible capacity allocation, process optimization and information empowerment, pick-up experience improvement, and establishment of a continuous improvement closed-loop. A cyclically-operated improvement mechanism of "evaluation-diagnosis-optimization-re-evaluation" is constructed.