| With the advent of the information age, e-commerce is showing rapid growth as an important modern service industry. AiRui statistics show that the scale of China e-commerce market reached 12.3 trillion RMB in 2014, rising 21.3% year-on-year. In addition, online shopping grew by 48.7%, which account for 10% of retail sales of consumer goods for the first time, emerging as an important force to develop the e-commerce market. Recently, Chinese IT Research Center (CNIT-Research) released "the Report of China Mobile Online Shopping Market in Q1 of 2014", which points out that China’s online shopping market reached 647.85 billion RMB in the first quarter of 2014, and online shopping platform is moving from the PC side to the mobile terminals. With the rapid development of traditional e-commerce and mobile e-commerce, and the expansion of market scale, online trading has become a trend. The last and most important link of online shopping is the store and distribution of products, which will fuel the leaps and bounds of e-commerce. And at the same time, the development of e-commerce will also boom the logistics and express industry. These two modern service industry is extremely close and mutually beneficial.Along with China’s first express delivery company founded in the late 1970s, the establishment of China’s express delivery market came into being. Since then, the express delivery industry has gone through 30 years of development, and formed a large-scale new services industry. The number of registered express companies in our country in 2012 is up to ten thousands. With the rapid growth of e-commerce market, in the next few years, the number and business scale of express delivery companies will face blowout outbreak, and express industry will go through the most critical stage of development. Meanwhile, due to the internal environment changes of the industry, a major reshuffle times of express companies will come. The most important strategic target of express company is not being shuffled out in the fierce competition. In order to achieve this goal, express companies should pay full attention to the quality of service and enhancement of customer loyalty in today’s highly competitive market. How medium-sized enterprises break through the bottleneck and how small businesses can better survive in cracks are real problems faced by express companies, especially for private express companies, given their late beginning, the outdated management level, and the limited scale strength. This thesis makes a study based on the sample of province S private express companies. It analyzed the existing problems in enhancing customers’loyalty, brought up specific improvement measurements in business management and marketing, hoping to help the private courier industry to improve marketing and management capabilities.Features and innovation of this thesis is that it based on the case studies of private courier companies in the S, found breakthrough of promoting added value of express service products and differentiation from the perspective of the customer delivered value, and gave suggestions at the strategic level and the tactical level with the knowledge of management and marketing, providing theoretical and practical reference for the healthy and sustainable development for private. |
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