Research On Customer Satisfaction For The Express Service Based On Structural Equation Model

In recent years,with the rise of online shopping,spawned a huge demand for domestic express service,which promotes the rapid development of the courier industry.With the characteristics of economic,fast and safe delivery,the express services have become an indispensable part of people's life and work.But China's express industry has many problems about uneven quality and low satisfaction.With the consumers' rights awareness strengthened,the volume of complaints courier service began to surge.Improve customer satisfaction is one of the most urgent tasks to express enterprises.Therefore,it is of great practical significance to study on the express service customer satisfaction.Based on reading a lot of express service,customer satisfaction and other related documents,This paper systematically sort out the domestic and foreign scholars' studies about service quality,customer satisfaction and service,combined with the present situation of our country at the present stage of the express delivery industry,established the courier service customer satisfaction evaluation index system and evaluation model.The purpose of this paper is to find out the factors which have a significant impact on the customer satisfaction of express service,and provide some feasible suggestions for the express delivery companies to improve customer satisfaction.This article uses structural equation model to set up the evaluation model of customer satisfaction,customer satisfaction related data acquiring express service by questionnaire,using SPSS 21 for data analysis,testing the reliability and validity of the data,and model adaptation based on AMOS software.The inspection,and through calculating the degree of influence of each evaluation index of customer satisfaction,according to the calculation results to improve and correct the model,and some suggestions are put forward to improve customer satisfaction.Finally,summarizes the research achievements and shortcomings of this paper,and according to the deficiency of this paper,points out the research direction in the future.