Influence Of Express Service Quality On Customer Satisfaction In Internet Retailing

With the escalating development of information technology,making the network shopping more and more convenient and more and more consumers shift from the traditional entity shop to online store for shopping.Express as a crucial link of supply chain for shopping online which can make the deal,its service quality fit and unfit quality directly affect the consumers' online shopping experience,so as to affect the benefit of the electric business platform.Although in recent years,online shopping express service quality has larger ascension,but according to the China electronic commerce research center 2015 complaints about electricity data report issued,online shopping convenient logistics delivery accounted for 6.83%,mainly for express mail delays,poor delivery service,express loss and damage,etc.With consumer upgrades,therefore,how to improve the online Courier service quality to meet the personalized needs of consumers increasingly,provide consumers with more satisfaction of online shopping experience,is now need to solve the problem.Therefore,this article embarks from the consumer perception of express service quality and choose consumers with online shopping experience as the research object to explore online express service quality impact on customer satisfaction,thereby provide reference to improve the quality of online express delivery service.First of all,by collating relevant Courier service quality and customer satisfaction at home and abroad related literature,sorting out online express delivery service quality of the five measuring dimensions:timeliness,delivery,quality,staff quality of communication and error handling,convenience,at the same time,considering the customers online commodity type is different,there may be differences for customers to feel the satisfaction of introducing the regulating variable in the commodity type for this study,and the perceived service quality measurement method based on SERVPERF model constructed online express service quality impact on customer satisfaction model,puts forward the corresponding assumptions.Secondly,based on the literature research questionnaires and qualitative interviews cost,and through the forecast test the reliability and validity of the questionnaire.Finally,through SPSS23.0 software to analyze the collected data,to verify the hypothesis in this paper.This study confirmed that the online express's five dimensions of service quality for customer satisfaction has a positive influence.Which is convenience in order to sort the importance of customer satisfaction,delivery,quality,personnel communication quality,timeliness,error handling quality.Instructions from the point of the express service,online shopping platform to improve customer satisfaction,enhance competitiveness,should according to oneself circumstance from the five dimensions to improve the express service.At the same time,online shopping commodity type is different,there are differences between the customer satisfaction to express delivery service quality.As a result,online shopping platform and Courier companies can consider differences provide consumers with different delivery service depending on the type of goods to meet the personalized demand.