| In recent years,the development of e-commerce has driven the express industry into the high growth stage.But overall,the express industry fails to keep pace with the development of electronic commerce.Express delivery enterprises are facing fierce competition,including price,service and so on.Most of the complaints are about logistics problems about online shopping,lack of socialization and standardization express delivery service can not meet the requirements of online users.About the reasons why there are such problems,on the one hand I think it's due to the electricity supplier companies and online stores have not realize the importance of the express delivery service,they always reduce the cost regardless of the benefits what a good express delivery service could bring;on the other hand,in China,large express companies do not pay attention to the index of customer satisfaction,they still don't have a measurement system about improving the customers' satisfaction.Therefore,the express delivery industry needs to regulate the industry operating standards of online shopping environment.They should do everything possible to enhance the customer satisfaction,such as finding the gap between the competitors and identifing which factor affects customer satisfaction.And in this situation,this paper analyzes and summarizes the theory about express delivery service quality,customer satisfaction and the theory model of logistics services customer satisfaction based on the existed research,from the perspective of customer perception and through scale system development process,finally the author builds a multi-dimensional evaluation model to measure customer satisfaction about online express service.The online shopping express delivery service satisfaction is divided into two parts from the perspective of customer perception,hard quality and soft quality,hard quality includes four dimensions,which are time quality,delivery quality,information quality and cost-effective,soft-quality includes employee service quality and corporate image.Hard quality and soft quality affects customer evaluation about E-commerce logistics service.This paper presents 21 indicators measure online shopping customer satisfaction about the express delivery service.Then we test reliability and validity of the data and assign weight to the dimensions by the method of Factor Analysis.In the end,the importance of dimensions that influence customer satisfaction of online delivery service are: Time Quality> Delivery Quality> Employee Quality Services> Quality> Corporate Identity> Cost-Effective.In the last two chapters,we apply the model into case studies,the measurement model is applied to the evaluation of customer satisfaction about Jingdong express delivery express and T-mall third party express delivery.First introduce the situation of the enterprise and express service express delivery services,then calculate and analyze the score of express delivery service satisfaction,in the end,we give some suggestions to improve express delivery services.The measurement model of online shopping customer satisfaction about the express delivery service has many purposes,Firstly,it can guide the express companies evaluate the online shopping service satisfaction.Secondly,it can help express companies compare with competitor and find out in which position the company is.Finally,it can be used as a standard for E-business and online stores in choosing express logistics provider. |
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