Research On Customer Loyalty Of Express Company Under E-business Enviroment

E-commerce and logistics are the two industries closely related to the development of neweconomic era and supporting each other. Relying on e-commerce logistics has achievedgreat-leap-forward development, but also promoted the development of the logistics. With thedevelopment of express service industry and the rapid growth of express enterprises in theincreasingly competition, customer loyalty has taken prominent role in long-term and stabledevelopment of the express companies. Establishing, maintaining and enhancing customer loyaltyhas become the focus of the express corporate marketing strategy. Based on the electroniccommerce environment express company as the research object, customer loyalty and relatedfactors as the research subject, through theoretical research and empirical analysis, the influencingfactors and their role in customer loyalty to express enterprise under the electronic commerceenvironment were studied.The paper first summarizes the domestic and foreign research results related to customer loyalty,combined with the characteristics of logistics under the electronic commerce environment,,analyzes the customer satisfaction, customer value, quality of service and the relationship betweencustomer trust and customer loyalty, based on which proposed6hypotheses, build customer loyaltymodel of express companies under the e-commerce environment, and determined the measurementindicators of each variable in the model. After empirical analysis using SPSS statistical software,sample data collected through the questionnaires, descriptive statistics, reliability analysis, validityanalysis, correlation analysis and regression analysis. The empirical results show that the customervalue and quality of service have significant positive impact on customer satisfaction. Customersatisfaction, customer value and customer trust have significant positive impact on customer loyalty.,Finally, according to empirical results on customer loyalty model was modified, and puts forwardthe strategies of improving customer loyalty express enterprise under the electronic commerceenvironment..