This paper delves into the region-specific challenges of express-delivery services in Jilin’s universities. Drawing on SERVQUAL and LSQ frameworks, it constructs a comprehensive evaluation system for campus courier services. Questionnaires were administered at 7 universities in Jilin Province, yielding 149 valid responses. Analytic Hierarchy Process (AHP) and Fuzzy Comprehensive Evaluation Method (FCEM) were employed for data analysis. The results reveal significant deficiencies across several key indicators, most notably in parcel integrity and the timeliness of returns/exchanges. Moreover, a strong positive correlation (r=0.73) was found between service pressure and room for improvement during winter. In response, an innovative “Service- Technology-Synergy” three-dimensional optimization strategy is proposed to enhance overall service quality. This strategy integrates service improvements, technological applications, and inter-departmental collaboration. The findings offer practical guidance and theoretical value not only for Jilin’s universities but also for logistics upgrades across the wider Northeast China industrial base.

Heliang Wei, Kewang Li, Yaqing Sheng. Research on Quality Evaluation of Campus Express Service in Jilin Province Based on SERVQUAL Model. Academic Journal of Business & Management (2026), Vol. 8, Issue 2: 120-128. https://doi.org/10.25236/AJBM.2026.080216.

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