Research On The Customer Satisfaction Of Express Delivery Enterprises In Xinxiang

In recent years,The thriving of China's E-commerce has brought prosperity opportunity to the express industry,however,the quality of service has not been synchronized lifting with the rapid development of the express industry,many express companies' service levels have been showing a lag relative to the entire pace of development of express industry.China Standardization Institute released the results of 2015 annual customer satisfaction survey involving a total of 32 industries in China,express service satisfaction index was 73.91,which has a decline trend.Therefore,keeping abreast of customer satisfaction and grasping the main factors affecting customer satisfaction is significant to improve the level of express service.The purpose of this paper is to research the customer satisfaction of express enterprise in Xinxiang City,involving customers commonly used many Courier companies,in the form of a questionnaire survey to understand the status of the express enterprise service that customer the most commonly used.To get the most honest feedback information from express users,and through in-depth analysis of the influence factors of customer satisfaction of Xinxiang City express service,obtain effect weight of the key factors of customer satisfaction,using four quadrant model to identify the specific indicators of Xinxiang City express service enterprises in general need to be improved,Giving suggestions to guide the complaint rate higher express company to improve its service level,improve customer satisfaction and customer loyalty.In this paper,we learn from the mature scales,and related indicators of the existing literature to sort and integrate,adding some dimensions and metrics,so that well-founded.Questionnaire according to the specific indicators of design,through the pretest and repeated modification,in Xinxiang City,four area,using SPSS19.0 on the recovery of the data for testing and analysis.Research results show that,in the study of Xinxiang express service customer satisfaction,overall satisfaction value is low,Xinxiang express service level also needs to be improved.Service tangible,convenience,safety,timeliness,ensure and empathy will exert positive effect on customer satisfaction,the timeliness and convenience of the greatest impact,visible on the minimal impact.Finally,identify the specific areas for improvement indicators and the corresponding improvement measures according to the degree of importance and satisfaction quarter graph model.