Abstract
As an important part of the postal industry after the reform and opening up, Chinese courier services have made rapid development. However, there are also problems with the development of Chinese courier companies, such as uneven service quality and difficulty in protecting the rights and interests of users. With the increasingly explosive development of e-commerce such as C2C, problems are increasing along with the rapid development of the courier industry. Whether it is the final stage of online marketing and distribution or the service industry, the overall service quality of the courier industry has declined. For example, consumer complaints have increased and netizens have complained. As consumers’ rights protection consciousness is strengthened, one of the ways to increase customer satisfaction is to improve the quality of service of the company and increase the customer’s intention to continue using it.
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