The Study On Express Service Quality And Customer Satisfaction

In current years, with the fast development of Internet and e-commerce in China, the booming express enterprise created new business areas. Consumer shopping behavior has extended from the orginal stores to Internet stores, the Internet shopping stores must rely on logistics service to realize the final delivery. Therefore, as the third party logistics enterprise, the logistics service quality is playing a very important role in the express enterprise. In the environment of shopping online, how to understand service quality of the express enterprise, how to evaluate express service quality and how to identify the relationship between express enterprise service quality and customer satisfaction are becoming the focus.Based on the shopping online environment, according to the customers who have purchased goods in the B2C and C2C Internet stores, the paper focuses on express service quality and customer satisfaction. Based on empirical research method, the paper first searches the related literature at home and abroad and conducts an extensive theoretical study, then comprehends the scholars'viewpoints and gains the further reliable data through the customers qualitative interviews, finally summarizes the six dimensions of express enterprise service quality based on shopping online environment: time quality, discrepancy handling quality, personal communication quality, delivery quality, convenience, customized service quality. Then we use the survey to collect data between the customers who have purchased goods in the B2C and C2C Internet stores, and carry on the quantitative analysis, reliability and validity test results prove the effectiveness and reliability of the scale. Secondly, based on the theory and empirical studies of theoretical model, the paper presents some assumptions and uses statistical software to analysis the model and assumptions. Finally, we explore express enterprise service quality based on the shopping online environment , the relationships among the dimensions of express enterprise service quality and the relationship between the express enterprise and customer satisfaction.