Abstract
With the rapid development of e-commerce in China, the scale of express delivery industry is also expanding rapidly, while the quality of express delivery service has not been effectively improved, with a high value of number lying in the complaint rate of express delivery industry, which leads to low customer satisfaction. Based on the service quality evaluation model, this paper designs the questionnaire with the help of the Richter scale, also constructs the evaluation index of express service quality based on customer satisfaction, with the analysis of the factors through the use of SPSS 23, this essay finds out the main factors that affect the customer’s satisfaction with express service quality,and put forwards corresponding suggestion for improvement.
Highlights
To improve express logistics enterprises’ customer satisfaction and service quality has been a hot topic of social discussion, which is the the inevitable result of consumers’ persistent pursuit for higher service quality, due to the rapid development of e-commerce in China in recent years
The main problems of postal consumers' effective complaints about express delivery service are express delay, short loss and delivery service, which respectively account for 42.5%,21.9% and 21.5% of the total effective complaints, and these problems directly lead to the reduction of customer satisfaction with express service
The questionnaire designed in this paper is divided into two parts: the first part is mainly about the basic information of the investigated objects, such as gender, age, monthly average number of online shopping, occupation and so on; the second part mainly designs around the secondary index in the system, the problem mainly adopts the scoring form of the Richter scale, the measurement of customer satisfaction survey part of the measurement index is applied to the 1~5 scale designed by American social psychologist Likert
Summary
To improve express logistics enterprises’ customer satisfaction and service quality has been a hot topic of social discussion, which is the the inevitable result of consumers’ persistent pursuit for higher service quality, due to the rapid development of e-commerce in China in recent years. According to Iresearch net statistics, China's e-commerce market trading scale in 2019 exceeded 30 trillion, an increase of 16.2 percent over the same period last year. With the rapid development of e-commerce market, the scale of express logistics market shows a sharp grows, but the quality of express delivery service presents a situation that does not match the speed of development, exposing the problem of low service quality in the industry. The main problems of postal consumers' effective complaints about express delivery service are express delay, short loss and delivery service, which respectively account for 42.5%,21.9% and 21.5% of the total effective complaints, and these problems directly lead to the reduction of customer satisfaction with express service
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