An Empirical Study On Relationship Between Service Quality And Customer Loyalty In Chinese Express Enterprise

Since the reform and opening up, China’s Express delivery services as an important part of the postal industry is developing rapidly. Facing an emerging market, China’s Express delivery services of varying quality and is difficult to protect user rights. The Express delivery market problems that have accumulated are attracting extensive attention. In recent years, the media and consumers have repeatedly called for strengthening the management of Express, C2C e-commerce’s development is increasingly popular, so that the Express industry has been rapidly developed. Whether it is the last link of the circulation as online marketing, or itself as a service industry, from consumer complaints, the network name of the complaining, the overall quality service of the courier industry was plummeting. The courier service is an emerging market. To speed up the management of the express delivery market, standardizing the order of the Express delivery market system, the vital interest of consumer’s concerns, is related to the healthy development of socialist market economy.With the strengthening of consumer awareness, improving customer satisfaction is one of way to enhance the quality of service, to maintain customer loyalty. However, since rapid development of China’s E-commerce, the express industry is the rapidly developed. But, relative to the practice, theoretical research is seriously lagging behind. This article is concentrated expression of the quality of service position in the industry---A logistics industry.In this paper, the quality of service is divided into four dimensions. From the practical point of view of consumers, customer’s courier service, the quality of service feel, and thus manifested satisfaction, customer satisfaction, the relationship between consumer trust and customer loyalty. The Express is an entire industry and is feeling by the consumer experience, so the evaluation of the quality of service is more objective. Service quality and customer satisfaction influence the courier company in two-way. In the model, the product type is an adjustment variable, mainly considering different types of products may affect the consumer relationship between service quality and customer satisfaction. Generally, the much-needed product for those customers, the worst quality of service and customer satisfaction may be lower, but so-called "urgent need" is difficult to measure, different consumers for the time of the product, delivery satisfaction requirements are different. The courier company is difficult to meet the needs of different consumers.This article will mainly questionnaire students consumer groups, on the one hand, on-line shopping is prevalent in the young generation, a total of300questionnaires,234valid questionnaires, analysis the questionnaire date statistically. The study found customer satisfaction, quality of results and remedial quality with customers is not significant. It can be seen that the level of service of express delivery companies can not allow the majority of users to feel trust. Product type does not have a regulatory effect between service quality and customer satisfaction.