Courier Service Industry Customer Satisfaction East-West Comparison

With the rapid development of the express delivery industry in the 21 st century,the number of express delivery enterprises in China is constantly increasing,and customer satisfaction with the express delivery service industry is constantly changing.According to the survey data from China Express Association,the users appreciation of the service quality of the express delivery industry and the overall satisfaction of express delivery service has steadily improved for the eighth consecutive year.In 2016,the overall service satisfaction score of express delivery was 74.7 points,of which the public satisfaction level was 80.5 points.In the aspect of public satisfaction,the score of receiving satisfaction was 83.2 points,the score of receiving part satisfaction was 83.2 points,the delivery part of satisfaction score was 81.2 points and the after-sale part satisfaction score was 75.4 points.Visible customer satisfaction with the courier service industry,although there is an upward trend,but the overall satisfaction is low.This paper is based on offline surveys,taking into account the actual human and financial resources and difficulties in all aspects.Finally,the express delivery service industry in Nantong City and Lanzhou City was used to represent the satisfaction of the entire eastern and western express delivery service industry.Based on the previous research literature,this paper designs a sampling plan according to the characteristics of express service industry in Nantong City and Lanzhou City and designs a questionnaire that conforms to the two regions.It passes the test of reliability and validity of the questionnaire.Using cluster sampling,PPS sampling and simple random sampling in 400 questionnaires distributed in Nantong City and Lanzhou City,the data collected by questionnaire were used to carry out descriptive statistical analysis of the data in different dimensions.SPSS software was used to analyze the data for each dimension T tests and analysis of variance were carried out,and the influencing factors of customer satisfaction in eastern and western regions were compared and analyzed.Finally,the data were applied to the structural equation to validate the model.Degree of the latent variable.In this paper,we analyze the existing data and get the gap of customer satisfaction in courier service industry between the eastern and western regions.Based on the conclusion,we put forward corresponding suggestions,including: training staff to improve the overall quality;providing personalized service;improving the quality of after-sales service;strengthen consumer protection of legitimate information.However,the research in this paper also has some shortcomings.The suggestions on the customer satisfaction of the express service industry in the eastern and western regions are just subjective opinions based on the conclusions of this article.The objectivity and applicability of the suggestions need to be further analyzed and discussed.