Abstract
With the development of e-commerce, the express delivery industry in China has developed rapidly. In the past, the express logistics service with postal service as the core has gradually developed into a competitive situation among many logistics companies, such as EMS, Shunfeng, and “Four Tong & One Da”(Shentong Express, Yuantong Express, Zhongtong Express, Best Express, Yunda Express). With the rapid development of China’s express industry, and the development of e-commerce, the number of online shopping has increased, express has become an important choice for small goods exchanges. As a new industry in China, express service industry greatly promotes the development of social economy. With the rapid development of express industry, China has surpassed the United States and become the largest express country in the world. The proportion of express industry in GDP has exceeded 1%, which is becoming one of the pillar industries in China. At the same time, the development of the industry is not standardized. Due to the difference of service standards and the lack of service quality, the number of consumer complaints is increasing.
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