Research On The Relationship Between YZ Logistics Service Quality And Customer Satisfaction

China Post is a company to fulfill the obligations of universal service,with the most extensive customer groups and policies,brands,information,network and other advantages.But with the rapid development of modern logistics service industry,on the one hand,the development of postal service is restricted by the internal management system and operation mechanism of state-owned enterprises,On the other hand,facing the tremendous pressure of external large-scale cross-border logistics services companies and domestic private express delivery enterprises to divide up the express deliveryand the logistics market,leaded the slow development of postal logistics services business.At the same time,due to business-to-market changes in the reaction insensitive,the lack of service ability of postal logistics leads to the lack of core competitiveness of the market,resulting in a large number of customer loss,market share reduction.Therefore,how to enhance the competitiveness of postal logistics market,attract more customers to accept and accept the postal logistics services,and trust,loyalty to the China Post Logistics service brand? China's postal logistics enterprises need to solve the problem.The purpose of this paper is to improve the customer satisfaction of postal logistics service,the paper analyzes the impact of service quality on customers' satisfaction in all stages of post logistics service,with a view to improving the quality of post logistics service and customer satisfaction.In this paper,the literature review of the relationship between service quality and customer satisfaction is reviewed.Based on the analysis of service quality,logistics service quality and customer satisfaction,combined with the characteristics of China's postal logistics development,analyzes the concept,advantage,disadvantage and customer satisfaction of postal logistics service,and then defines the concept and dimension of post logistics service quality.Secondly,on the basis of defining the concept and dimension of post logistics service quality,the conceptual model of the impact of postal logistics service quality on customer satisfaction is established.Data collection,processing and hypothesis verification are carried out by using questionnaire survey and empirical analysis.The paper analyzes the path and degree of the impact of service quality on customer satisfaction in the whole process of post logistics service.Finally,the results of the empirical analysis are discussed,and it is found that the service quality of postal logistics service has positive effects on customer satisfaction,among which the error correction service quality has the greatest influence on customer satisfaction.At the same time,the study also confirmed that the corporate image has a certain impact on customer satisfaction,corporate image adjustment effect in the receiving,transport,delivery stage is not significant,failed to promote the impact of service quality on customer satisfaction,but it can effectively adjust the correction The wrong stage of customer service quality perception,and promote customer satisfaction.The postal logistics service is popular because of the popularity of the audience.Improving the quality of postal logistics service will improve customer satisfaction and customer trust in postal brand.Therefore,improving the postal logistics service quality is also the key to improve the market competitiveness of postal service,obtain service advantage and expand market share.The conclusion of this paper not only provides reference for the improvement of post logistics service quality,but also enriches the research field of service quality in theory.