Research On Influencing Factors Of Customer Loyalty In Express Industry

The Internet in China for further use, Has given rise to the emergence of theInternet e-commerce this new operation forms, Online shopping is accepted byconsumers, Express service is an important part of the network shopping, So as thenetwork shopping, express delivery business is bigger and bigger. Offline expanding asthe customer’s need for Courier, Express business is expanding. Express delivery industryis a typical service industry, Express delivery enterprise is developing rapidly, but at thesame time, the express delivery service quality level can’t match it. The complaints ofconsumers for express delivery service quality can be found everywhere. How toimprove the quality of service becomes express industry thinking problem. Facing theforeign express enterprises, Express industry must cultivate customer loyalty to thegreatest extent, to improve their ability to resist risk. So how to cultivate customer loyalty,improve the service quality becomes the key subject of study.There are many factors that effect on customer loyalty, On the basis of thecharacteristics and the present situation of the development of express delivery, thisarticle will focus on the quality of service. This research method is to use a combinationof qualitative research and quantitative research, such as literature research and empiricalresearch. The article uses SPSS18.0statistical analysis software to dealing with the data.First of all, though reading a lot of related literature, Combing integration aboutexpress delivery and getting five dimensions which affect the express delivery enterprisesservice quality: time quality, personal communication quality, delivery quality, servicerecovery quality, personalized service quality. These five factors can better measure theexpress delivery service level and through the express service quality measurement scaleto further verify the five factors. Based on the multidimensional approach to measurecustomer loyalty, the article inductives customer loyalty as repeat purchase, pricetolerance, word-of-mouth recommendation. In this paper, based on the theoretical modelin reference to domestic and foreign scholars, constructing the theoretical model and putforward relevant assumptions. Through the empirical study method to verify this modeland assumptions, getting the following conclusions: time quality, personalcommunication quality, delivery quality, service recovery quality and personalized service quality have the correlation with repeat purchase, word-of-mouthrecommendation and price tolerance. Though the analysis of regression，the article getsthat personal communication quality, delivery quality, personalized service quality havethe more significant influence.