Private Express Service Customer Satisfaction Study

In recent years, the express delivery industry is developing rapidly in China, emerged many localization of private express delivery companies. Meanwhile, the international express delivery giants have to seize the domestic express delivery market, so the industry is increasingly competitive. If private express delivery companies want to gain a firm foothold in the fierce competition, they must respond to market demand, win customers and dominate the market. So private delivery service customer satisfaction research is of great significance.This article is written in accordance with the main line of theory-Methods-Application, provided qualitative and quantitative analysis to the express service customer satisfaction research. Firstly, this article have a extensive and in-depth theoretical study, based on a lot of reading of the home and abroad customer satisfaction literature, reference to existing third party logistics enterprises customer satisfaction index system, combine express delivery service characteristics with the status of private express delivery enterprises, propose the private express delivery companies customer satisfaction index system. Then converted index system into a questionnaire, conducted a questionnaire survey on retailers and wholesalers who do business through the Taobao e-commerce website, collect the sample date and give a quantitative analysis to this date. This paper conducted a questionnaire reliability and validity testing, describes methods of calculating the value of customer satisfaction and get the specific value, to facilitate regular calculation of customer satisfaction value. This paper use partial least squares regression analysis and quarter of the model to identify the key factors affecting customer satisfaction. Finally, proposed the strategy of improving key factors customer satisfaction.