Investigation and Research on User Satisfaction of Cainiao Courier Station of Sichuan University of Arts and Sciences

On the basis of understanding the development process of Cainiao Courier station of Sichuan University of Arts and Science, this paper establishes the evaluation index system of user satisfaction, and concludes that the main problems affecting the user satisfaction of Cainiao Courier station of Sichuan University of Arts and Science are the floor space and the arrangement of goods, poor store environment and low rate of warehouse-out equipment. According to the results of this evaluation model, the strategies to improve the user satisfaction of Cainiao Courier Station of Sichuan University of Arts and Sciences are put forward as follows: first, increase the using area of post stations; second, improve the service efficiency of post stations; third, establish two-way feedback platform of post stations; fourth, improve the special situation handling mechanism of post stations; and last, hold “green express” activities.


Introduction
On May 28, 2013, Alibaba led the establishment of Cainiao Network Technology Co., Ltd. and launched the "Cainiao Courier station" project in cooperation with the top 10 logistics companies. At present, more than 1000 Cainiao campus Courier stations have been established across the country, providing an effective solution to the problem of terminal logistics and "the last kilometer" distribution in colleges and universities (Guo & Li, 2019). With the rapid development of the Internet, the requirements of teachers and students for express supermarkets are gradually increasing, and their satisfaction is gradually decreasing. Therefore, it is urgent and important to study the customer satisfaction of Cainiao Courier station in Sichuan University of Arts and Sciences.

Development History and Current Situation to Cainiao Courier Station of Sichuan University of Arts and Sciences
In 2015 include 6 handguns, which are used for storehouse and warehouse-out operation; four computers for self-checking, retrieving and monitoring, mailing areas and office areas; one printer, 12 surveillance cameras and one automatic scanning machine for warehouse outing. As shown in Figure 1, Cainiao Courier Station of Sichuan University of Arts and Sciences received an average of 80,000 to 90,000 warehousing entries per month in the first half of the year, and 110,000 to 120,000 warehousing entries per month in the second half. geographical location, facilities and equipment; the third is index level C, which is the specific index of the above four factors, the establishment of a hierarchical index system.

Users' Satisfaction Evaluation of Cainiao Courier Station of Sichuan University of Arts and Sciences
In order to quantify the judgment, it is necessary to quantitatively describe the relative superiority of any two schemes to a criterion. In general, for a single criterion, the comparison of two schemes, can always judge the pros and cons. The AHP method adopts 1 -9 scale to give comparison scale to different comparison, just like in Table 1. (2,4,6,8 is the compromise scale between the upper and lower scales, and can be omitted) (Luo, Zhang, & Zhang, 2020). Two elements are equally important to an attribute Comparing two elements, one is slightly more important than the other Comparing two elements, one is obviously more important than the other Comparing two elements, one is much more important than the other Comparing two elements, one is extremely more important than the other  Table 2. It can be seen that teachers and students of Sichuan University of Arts and Sciences pay more attention to the speed factor of the way of picking up packages, which also conforms to the demand orientation of teachers and students of universities for the Cainiao Courier Station.

Customer Satisfaction Calculation
According to the questionnaire data, the user satisfaction of Cainiao Courier Station of Sichuan University of Arts and Science was evaluated by fuzzy comprehensive evaluation method. The evaluation level is set as 5, that is, V = {V1, V2, V3, V4, V5}, and the score of 1 -2 is V1, indicating very dissatisfied; a score of 3 -4 is V2, indicating dissatisfaction; a score of 5 -6 is V3, indicating general satisfaction; a score of 7 -8 is V4, indicating satisfaction; a score of 9 -10 is V5, which means very satisfied. The evaluation grade of each index is shown in Table 7. The secondary matrix is constructed according to the above data, which is represented by R1, R2, R3 and R4 respectively.
The weight set of each index determined by AHP in Table 2 is as follows: The

Customer Satisfaction Evaluation
According to the above calculation results, a first-order matrix was established,  From the satisfaction evaluation of teachers and students of Sichuan University of Arts and Sciences on index layer factors, as shown in Table 8, the main problems are the floor space and the arrangement of goods in Cainiao Courier Station, and according to the teachers and students of the surveyed school, the Cainiao Courier Station covers a relatively small area and the arrangement of goods is chaotic, which makes it difficult and crowded for teachers and students to find the goods and thus inefficient (Wang & Chen, 2018). At the same time, the environment of Courier station stores is not good. In order to save the express cost, the express company uses non-biodegradable plastic bags, which gives off a pungent smell. Although there is a packaging and recycling area in Cainiao Courier Station, some teachers and students do not put the express package into the recycling box of Cainiao Post after taking the package, and throw it into the surrounding or garbage can. If they do not deal with the package in time and encounter strong wind, the phenomenon of packaging bags and waste paper shells flying randomly will appear, which will affect the overall appearance of the school. In addition, due to the low speed of the outgoing equipment, there are often long queues at the peak of the outgoing time and the waiting time is too long. At the same time, it also affects the rate of finding packages for teachers and students, resulting in the greatly reduced efficiency of picking up pieces.

Increase the Using Area of Courier Station
Although Cainiao Courier Station of Sichuan University of Arts and Sciences covers an area of 265 square meters, due to the large number of teachers and students in the university, the daily storage quantity can reach high to 11,274 pieces and the outbound quantity 106,749 pieces, which requires that Cainiao Courier Station should have enough area to store enough shelves and accom- Voice of the Publisher modate large quantities of express delivery. In addition, the number and area of channels also need to be expanded to improve the efficiency of teachers and students in finding items independently, and to avoid stampeding or falling delivery injuries caused by crowding. By increasing the area of use, the capacity of Cainiao Courier Station can also be improved, so as to provide better, more comprehensive and more efficient services for more users who need Cainiao Courier Station of Sichuan University of Arts and Sciences.

Improve the Service Efficiency of Courier Station
The in and out (Wang & Feng, 2019). The second is to simplify the process of express delivery and warehousing and the receiving steps. By taking advantage of the universality of the network, teachers and students can receive the delivery push message by downloading The Cainiao Wrapping APP, and complete the authentication in advance. Teachers and students can place an order through the Cainiao Wrapping APP in advance, and directly give the express mail to the staff to pack when they arrive at the Cainiao Post station (Zou & Yin, 2019).  (Du, 2017).

Improve the Special Situation Handling Mechanism of Post Stations
According to the case of missing express item, the most important problem to be solved is the specification of the operation process of express delivery in and out of the warehouse, so as to avoid the occurrence of less and missed deliveries. At the same time, it is also necessary to strictly verify the information of the pickers, strengthen the accuracy of camera surveillance at Cainiao Courier Station, and avoid the occurrence of wrong packages or stolen packages. If a person is found stealing packages, report the theft to the college or university and discuss with the school to deal with the case. In terms of the intact degree of express delivery, if the express delivery is found damaged, if the damage degree is relatively minor, the packaging should be reinforced in time, and if the damage is serious, the consignee should be immediately notified to come to check and confirm the express delivery, and negotiate with the user on the treatment measures.

Hold "Green Express" Activities
First, Cainiao Courier Station can raise money from various Courier companies to promote and use biodegradable bags. Second, a green campus express day can be set from the school level, with the theme activity of a "create green logistics, start from you and me", to publicize and promote the use of biodegradable packaging through public platforms such as campus WeChat official account, QQ space and WeChat group, so as to raise the awareness of green environmental protection among teachers and students of the school as well as the express delivery industry. Thirdly, the number of recycling bins can be increased to avoid overflowing. We can also sort and recycle other packaging, and cooperate with the paper shell factory near the school to send the paper shell that cannot be directly used to the paper factory for secondary recycling and processing, which can not only make a second use of express package, but also reduce the cost of packaging materials, reduce the pollution of campus environment, save natural resources, and deeply practice the concept of "green logistics" (Wang, Zhao, & Zhang, 2020).