Research On Influencing Factors Of Postal EMS Customer Satisfaction In AM City

In recent years, express delivery industry has developed rapidly and increasingly heated battle in China. After express delivery industry in2008have experienced a re-shuffle, express enterprise’s rivals are digging the core customers each other for own survival and the development, to strengthen the market competition ability. Thus,core customers’satisfaction and loyalty have become an important marketing strategy to win market position. A customer service satisfaction survey in2012shows, Post EMS rank No2,but the gather and after-sales service are still weak. Therefore, the research on factors influencing customer satisfaction in AM postal EMS seems to be of momentous current significance.The construction of this paper is as following:first, based on the review of correlated literature, the paper reviews the customer satisfaction related theory, presents the state of EMS;secondly,based on summarizing the classical customer satisfaction model, it designs measured variable of customer satisfaction in AM postal EMS and potential influence factors of customer satisfaction from the level of business, service quality, staff quality, price level and timeliness;thirdly, according to the customer satisfaction measurement variables and their potential influence factors,the questionnaire is designed,then it collects the data;fourthly, using structural equation model to analyze the collected data, it identifies the key factors of customer satisfaction; finally, according to the results of the empirical analysis, it proposes to optimize the customer satisfaction policy and suggestion in AM. postal EMS.The main conclusion of the study include:(1)EMS has the courier industry’s dominant position in the long term,based on the advantage of Network, brand and service.But it also has the unreasonable aspects,including price mechanism, technology, and the organization structure, etc.(2)Design measurement variables of postal EMS customer satisfaction in AM city, analyze potential influence factors of customer satisfaction from the level of business, service quality, staff quality, price level and timeliness.(3) Descriptive analysis of the data shows that the satisfaction levels of customers by surveyed to the EMS in AM is still relatively high, but the overall evaluation of the level of business and the price level is common.(4) The results with Structural Equation Model (SEM) indicate that the level of business, service quality, staff quality, price level and timeliness has a significant direct impact on the postal EMS. The influence coefficient of price level is0.23;secondly,the influence coefficient of timeliness is0.21;thirdly,the influence coefficient of service quality and business level are0.17and0.15;lastly,the influence coefficient of staff is the least,it is just0.11.