Research On The Impact Of Express Service Quality On Customer Loyalty

With the rapid development of IT and e-commerce, the express industry plays anincreasingly important role in the economic, social and life. A variety of couriercompanies have risen quickly. The rapid development of Internet shopping, theExpress has become the main channel of the social commodities circulation. In recentyears, the annual growth rate of China’s express industry has remained at about30%.Intense competitive pressures, the express delivery companies have unprecedentedopportunities and challenges. Loyal customers can bring a clear profit. Although therapid development of China’s express industry, achieved good results, but as one ofthe high value-added industries, the express industry’s complaint rate has always beenhigh, the level of service has been the subject of criticism. In particular, more andmore foreign express delivery companies enter the Chinese market, local couriercompanies have been faced with the challenge of foreign ones. Therefore, how toimprove service quality through effective ways to improve the customer’s secondaryconsume, has become a top priority of the express delivery companies.This paper first introduces the background, purpose and significance of research,research methods and ideas. Based on the theory of the service quality, customersatisfaction and customer loyalty theories, and the maturity scales developed bydomestic and foreign scholars on express service quality and customer loyalty, Thisthesis established measurement dimensions of express service quality and gave atheoretical model which defined the dimensions of express service quality asindependent variable, customer satisfaction as the mediating variable and thecustomer loyalty as the dependent variable, and also put forward the researchhypothesis. In this study, online shopping consumer groups are chosen for the survey.Then through designing questionnaire, obtain the impaction degree of the dimensionsof service quality on customer loyalty according to regression analysis method. Thiscan provide a reference to improve the core competitiveness of the courier company,and to target the achieve breakthroughs in key areas, to efficiently improve the qualityof its services, come to the fore invincible position in many courier companies.