The Research On Influence Factors Of Express Service Customer Satisfaction In C2C Environment

In recent years, with the fast development of C2C e-commerce in China, the expressenterprises are entering a new stage of vigorous development. The style of consumershopping has extended from the store shopping to online shopping, and the online shoppingmust rely on logistics service to realize the final delivery. At present, the logistics service ofC2C internet stores is mainly provided by express companies. Therefore, as the third-partylogistics service branch, the express service is playing a very important role in the onlineshopping. The competition among express enterprises more and more intense in C2Ce-commerce environment, so it is very important for express enterprises to understandcustomers’satisfaction and their perception of the whole express service process timely andaccurately, to control the influence factors of express service customer satisfaction and thentake efforts to improve their level of service, effectively enhance enterprise competitiveness．The paper uses the theoretical study and empirical research methods. It first reviews therelated literature at home and abroad and conducts an extensive theoretical study. On the basisof reference1iterature and research, the paper puts forward a theoretical model and someresearch assumptions. In the stage of empirical research，this study designs the initialquestionnaire through learning mature foreign scales and combining with the characteristicsof express service. Through distributing and receiving the questionnaires, statistical softwareSPSSl7.0are used to test the reliability and validity of questionnaires, and the test resultsprove the effectiveness and reliability of the questionnaire. Finally usingLISREL8.7software to construct the structural equation model and verify the assumptions,ultimately get the influence factor model.The results show that such six factors as company image, service price, service reliability, service response, service convenience, service assurance have a significant positiveimpact on express service customer satisfaction in C2C e-commerce environment. Amongthese factors, the service convenience has the highest relative influence. The study also findsthat the intermediary variable of customer expectation also plays a great role betweencompany image and customer satisfaction．Finally according to the degree of influence andsatisfaction of each factor and combining with the operating characteristic and status fromexpress enterprises, the paper has proposed the strategies to improve customer satisfactionusing the quadrant diagram model.