Empirical Study On Affecting Factors Of E-commerce Customers’ Loyalty In The Express Industry

In recent years, as the booming of online shopping market, the online shoppinggroup has been expanding. This provides a big opportunity to the prosperity of theexpress industry. As well, the huge market will bring a fierce competition. At present,there are three kinds of companies in our countries’ express industry, such asstate-owned enterprises, private enterprises and foreign-owned enterprises. Theycompete with each other in the same market. In order to survive in the vigorousmarket, the domestic express enterprises must make full preparations to improve theirservice level and the customer’s loyalty.However, according to the investigations, the customer’s satisfaction to thecourier service has been very low. The phenomena like parcel lost, delivery late, andclaims difficult often occur. These greatly damage the loyalty of the customers.Without a doubt, customers are the source of enterprises’ profit. The key factor to thesuccess of enterprises is to secure the customer’s loyalty.This thesis takes the express enterprises which provide courier service to theonline shoppers as the research object. The author tries to explore the affecting factorsof E-commerce customers’ loyalty in the express industry. And then give somesuggestions to the express enterprises on how to maintain and promote theE-commerce customers’ loyalty.There are seven chapters altogether in this thesis. The first chapter is about theresearch background, significance, content, methods, etc. Then the author determinesthe research framework. In the second chapter, the author narrates some relatedconcepts and documents. And then the author establishes the research modelaccording to the model of relationship quality and the theory of switching cost. Thefollowing three chapters are core parts of the thesis. The main content is collectingresearch data, analyzing them with SPSS, drawing the research conclusion, and givingsuggestions to express enterprises. In the last chapter, the author discusses theforeground of the research in order to provide some reference to the futureresearchers.