The Research On The Relationship Of Express Service Quality And Customer Loyalty

The development of Information technology and e-commerce promotes the vigorous ofdelivery services. But, at the same time, the complaints about express becomes to the newfocus of society. Complaints means there are problems in the service, which isthe complaints focus on, which is the object of supervision should focus on,the staff qualifications appraisal of express management system can improve thecurrent quality level of service or not, all though questions should be the mainquestion regulators of express delivery industry must think about. The varying levels ofexpress services, and the high rate of complaints to become the new focus of social. Howto improve the quality of service, to maintain the customer loyalty of, courier servicescompanies must think about this question.Courier industry as new an industry and it is one part of the logistics service industry,so the relationship between service quality and customer loyalty is similar with logisticsindustry. Based on the process of the courier service, the quality of service can be dividedinto pick-up service, transportation services, delivery services, error handling and so on.Explore the relationship of service quality and customer loyalty in courier industry.In this paper, through research the literature, research the characteristics of the expressdelivery industry, through theoretical analysis on the basis of the express industry to buildthe relational model of customer loyalty and service quality. Then through a questionnairesurvey, to find out the consumer’s attitude toward delivery industry service quality, andcustomer satisfaction, and customer trust, and customer loyalty, and then use softwareanalyze the reliability and disinfection, purification questionnaire. Then by correlationanalysis, regression analysis of empirical means to detect the correlation between eachdimension, and through regression analysis to explore the service quality impact oncustomer loyalty. Finally, give out the recommendations for the express delivery industryto enhance the quality of service and establish and maintain customer loyalty.