| Network marketing in China has undergone rapid development in recent years.But behind this prosperity,express logistics problems can be found everywhere.The overall satisfaction of the quality of service delivery still remain at low level,this indicates that there are many problems in the management of the service quality about the online shopping.Meanwhile,it is not starting from the purpose of value creation at the theoretical level.It is importance to realize consumers' perceived value on delivery service quality about online shopping.There is no clear understanding about Influence mechanism of customer satisfaction on online shopping,which affects the quality of service management indirectly.Based on the above factors,this paper studies the influence of express service quality on customer satisfaction of online shopping.There are many problems appeared when the B2 C e-commerce mode become more popular.At the beginning,Payment security and Express delivery were the two obstacles to its expansion.Today,with the development of network technology,the Payment security has been handled well.But the barrier of express delivery still remains.Bill Gates once said "Service is the last meal”,it is also very applicable for the current network marketing.With a wide range of online consumer products,consumers may be a single purchase of a commodity,or buy multiple times for a commodity from the point of view of express delivery.And a commodity may be brought by consumers across the mainland and even from Hong Kong,Macao and Taiwan.And so on,this will lead to damage or lack of the purchased goods by consumers in the process of delivery.In addition to the application for refund,this case will make it difficult to express delivery,which leads to the reduction of customer satisfaction about online shopping.With the development of national economy,improvement of people's living standard and increasing range of product to buy by the e-commerce,consumer demand for the product has been constantly improved from the daily household products in the beginning to mobile phones,gold,diamond and the production of high-quality merchandise which own rich technical content and excellent production technology.Therefore,consumer demand for express delivery will also continue to improve.In particular,the unique express delivery and customization continue increasing.According to the above analysis of the reality,Express delivery is no longer a simple delivery of goods,But slowly into the timeliness,accuracy,personalized service experience.Therefore,express delivery has become a very important part in the process of network marketing.In fact,there have been many online retailers realize the importance of the express service during the entire sales process.But they don't know how improve the quality of delivery service.Therefore,it is necessary to define quality measurement about delivery service clearly.So the online retailers can follow the guidance of service quality measurement to enhance customers' satisfaction about online shopping.Therefore,this paper first analyzes the relevant literature at home and abroad.It formulates the express service quality index which is closer to the level of development of e-commerce in China,and has influence on the customer satisfaction of online shopping.It makes qualitative analysis on the relationship between the service quality of the third party logistics enterprises and the customer satisfaction degree.Then,it designs the mode about influence of express service quality on customer satisfaction of online shopping.Using questionnaire survey to collect data,data analysis,regression analysis and other data analysis methods were used to collect,analyze and judge the data.Finally,according to the conclusion of the study,it propose Reasonable suggestions for improvement about selection of partner(that is choosing The third party logistics express company)and their own Service quality management.This paper consists of six parts;Chapter 1st is the introduction,which summarizes the research background,significance,content,method and ideas.Chapter 2nd is a theoretical overview,combing and reviewing the previous literature;it makes a summary of the relevant knowledge,qualitative description the relationship between express service quality and customer satisfaction of online shopping.Chapter 3rd puts forward the research model and research hypothesis Combined with the related literature and Interviews with some online costumers.It proposes corresponding research hypothesis through the analysis of relevant knowledge and the relationship between express service quality and online shopping customer satisfaction.Chapter 4th is the research and design,consists of the following steps: The operational definition of the variables studied;The questionnaire is designed according to the content of research;Determination of samples and sampling methods;The questionnaire for university students to answer;A processing and explanations of the information obtained;Statement of this study involved data analysis methods.Chapter 5th is the data analysis;this paper collects data by questionnaire,and puts forward Research hypothesis test in the third chapter.Chapter 6th is Conclusions and recommendations,and obtains the conclusion of this paper according to the Data analysis results presented in the fifth chapter,which puts forward management suggestions to express enterprises and e-commercial enterprises according to the conclusion content.This paper studies the relationship between express delivery service level and e-commerce customer satisfaction According to the theoretical analysis and practical analysis,which used qualitative and quantitative methods.It explains the relationship between express delivery service level and customer satisfaction by using numbers Figures and charts etc.The theoretical analysis with empirical analysis,it studying the similar quality of service articles,other comprehensive views of scholars.Based on the present situation of our country,the paper studies the relationship between the delivery service level and customer satisfaction,and the reality of the relationship in china.It analyses the deficiencies of the relevant domestic logistics industry by theory with practice.Qualitative and quantitative,First,The paper Studies and analyzes their theoretical framework through Qualitative analysis of the impact of the level of distribution services on e-commerce customer satisfaction.Second,the quantitative analysis is made by means of mathematical statistics to summarize the conclusion.The significance of this research makes the delivery service companies understand how to improve and perfect the quality and service of express distribution links from through the study of this paper from the practical significance level.At the same time,it also provides a reference for improving the customer satisfaction degree.It founds that the majority are based on Study about the quality of service delivery unilaterally from the theoretical level through combing the relevant literature to summarize the problems of express enterprises and put forward the corresponding rectification suggestions.There is little research on the combination of express delivery service quality and customer satisfaction,so the theoretical significance of this study lies in the quality of service delivery,which is divided into five dimensions to measure,through the questionnaire survey to assign the coefficient.Then the impact of the express delivery service quality of the specific objects into a group of online shopping consumers to make the research process more operational and reliable. |
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