Research On The Impact Of Courier Satisfaction On Customer Satisfaction In The Context Of E-commerce

In recent years,with the development of social economy,the service industry has risen and developed rapidly.Especially with the rapid development of information technology and modernization,e-commerce has advanced rapidly and further promoted the rapid growth of express service industry.Today,in the promotion of e-commerce,people's daily life and express industry has also established a close contact.Online shopping has become a fashion for people's lives and express development has become the popularity and trend of today.Express industry plays a vital role in the online shopping market balanced and coordinated development.For the current e-commerce,service of high quality and high quality for the express,has gradually become the requirements and guarantee for sustained and healthy development of the express.Today,researching the linkage between the two relations,and promoting common development,but also gradually become a hot pursuit and research.Express service industry is emerging in China,but also one of the fastest growing industries.But with the rapid expansion of the express industry,some problems in the development process have been exposed gradually,especially the customer satisfaction problem has become a short board of the express industry development.How to overcome the shortcomings in the development of express services,and improve customer satisfaction has become the necessary conditions and the requirements of the development of express.In this paper,the basic theory of literature exploration arrangement,we take the current situation and problems of the express industry to promote joint development of e-commerce as the starting point,and express service employees and the customer accepting express service as the research object.Focusing on the influence of express service employee satisfaction to customer satisfaction,selecting work performance of employees and service perceived quality as the intermediary variable,establish the conceptual model of express service employee satisfaction and customer satisfaction.This paper adopts questionnaire survey,with the people of the city of Tianjin as the research object,from two aspects of employees and customers for the issuance and collection of questionnaires.With the help of Spss17.0 and Amos17.0 statistical analysis software,and make use of structural equation model to conductdata analysis and hypothesis testing.Finally,the author concluded that in the express service industry,employee satisfaction has a direct positive impact on job performance,and the total effect is 0.582,which is still relatively high.Employee satisfaction has no direct positive impact on service quality perception and customer satisfaction,but also has a positive impact on customer satisfaction through employee's job performance and service quality perception.In the analysis of the research model,we can see only the direct impact of customer perceived service quality on customer satisfaction,and the total effect of the influence reached the level of 0.865.That's said customer perceived service quality on customer satisfaction plays a key role in the decision.This may has a certain reference significance and value on the day after the enterprise management and employee development for our courier service industry.