Research On Smart Express Box's Size Proportion Optimization And Profits Distribution Based On Customer Satisfaction

The amount of the express has been exceeded 20 billion in the year of 2015 in China and produced 450 million orders on the “Double 11”.The development of e-commerce promotes the prosperity of the express.At present,the development of the express is slow and the quality of the service uneven.In the statistics of the State Post Bureau,there are dissatisfaction in the service of delivery,the lose of express,the delay of distribution and so on,and the highest rate of complaints is the delivery service,that is to say,the service of the terminal distribution.The terminal distribution has a lot of difficulties,although there many ways,such as the store of Shunfeng,the Rookie Inn and so on,the effect is not very good.In 2012 the first smart express box appeared in the market,as the powerful assistant of the terminal distribution,the smart express box gradually expanded all over the country.With the in-depth use of the smart express box,a series of problems,such as the single size,the implementation of fees,failure,low service quality,gradually appeared and caused a great impact on customer satisfaction.It is essential to do the research on the intelligent express box because of the development of them are very important.The paper firstly analysis the problems of the smart express box based on the relevant information,and make use of the theory of customer satisfaction,service quality(SERVQUAL)assessment system,and the logistics service quality(LSQ)model to propose relevant factors influencing customer satisfaction and design the questionnaire.SPSS22.0 is used to process data,and the factors that influence customer satisfaction are the size of the box,the ability of processing the error,the charge for it and so on.The following research selected two aspects of in-depth study from the above analysis.The most influential factor in customer satisfaction is the size of the box.There are a wide range of the shapes of the online shopping,but the size of the smart express box is the same in all regions and the smart express box always idle or shortage.So the research direction is the optimization of the size of the smart express box.Through the investigation of the express delivery conditions of different regions and based on the theory of market segmentation,the paper use SPSS22.0 to process data,is divided based on the applicable area of express cabinet,the discovery of the research is the proportion of the smart express box in three different areas to meet the diverse needs of customers.There is another problem influences the customer satisfaction is the charge for the smart express box.The paper bases on perspective of the enterprise cooperation and takes the two level service supply chain of express company and the smart express box company as the research object and analyses the centralized decision-making and decentralized decision-making to get the optimal decision of the two companies.Finally the paper analyses the Sposter smart express box as the case study,and provides the corresponding development suggestions for the operation of the smart express box.