Research On The Factors That Influence Customers’ Perception Of Courier Industry Service Quality

With the development of economic globalization and integration, people pay more attention to the quality of life and spiritual enjoyment, this provides a good social foundation for the transformation of the service sector. The rapid rise of Tencent, Alibaba and other Internet giants makes e-commerce into people’s horizons and successfully captures the new heart of general public. Thus, the birth of the online payment and express delivery has showed unstoppable momentum and provides the most direct background for the writing of this article. In the early stage of development, market access threshold for the express industry was very low and the various competing capital rushed into the market. According to the national statistics, from the birth of first private courier company to more than 6,000 courier companies existing, the period of rapid expansion only continues a few years. Explosive growth is bound to bring a lot of problems:some private companies are short of funds, small in scale and weak in competitiveness, they mainly rely on price war for survival, creating a vicious cycle of bad low-cost, low-service model; The large number of courier companies, the obvious business homogeneity and the inadequate investment in its own hardware and software facilities, all of this resulted in the lower service quality; The extensive management, damaged or missing items, rough shipping and sorting events have occurred frequently. Therefore, to enhance the related research on the service quality of courier companies and actively explore the factors that affect customers’service quality perception of courier companies, these have targeted guidance significance for courier companies to further improve the level of their service quality, so as to promote the courier industry to accelerate into the reshuffle and make the courier industry truly become an accelerator for economic growth.This paper is based on scholars’cutting-edge research and combined with the unique properties and characteristics of the courier industry. Extract the factors that influence customers’service quality perception of courier companies, then classify these factors by exploratory factor analysis and examine the reliability and validity by confirmatory factor analysis. Construct a calculation model to calculate the weights of various factors by principal component analysis. Meanwhile, we carried out regression analysis and analysis of means to obtain a more complete and comprehensive conclusion. Specifically, first of all, through the summary of previous literature and in-depth interviews,31 factors influencing customers’ service quality perception of courier companies were elicited. Second, according to the pre-investigation analysis, we excluded the unreasonable items and obtained 20 factors as a basis for formal questionnaire design. Third, we analyzed the survey data which was collected before, these factors were classified into 5 categories by the exploratory and confirmatory factor analysis. Based on the principal component analysis, we calculated and weighed these 5 categories and found that the 5 categories which affected customers’ service quality perception of courier companies could be ordered in descending as follows:assurance, care, convenience, reliability and tangibles. Through regression analysis and analysis of means, we knew that the 5 categories factors had a significant impact on the courier companies’ service quality. It was found that the overall level of courier industry service quality was between "normal" and "better" and there were significant differences in the various courier companies. Finally, according to the obtained findings, provide advice and strategy for courier companies to improve the level of service quality.The innovation of this paper is to apply the customers’ service quality perception to the courier industry and make the courier companies as the research object. This not only complements the theoretical content of service quality elements, but also greatly enriches the factors affecting customer perception of service quality. The research conclusions have strong industry-specific effect and are more in line with China’s reality. The limitations of the article lie in inadequate study methods and insufficient investigation region and sample structure.