Research On Express Service Quality And Its Relationship With Customer Loyalty

Express is gaining tremendous impetus due to the development of Information Technology and Electronic Commerce.With the post-WTO commitments to be honored, an increasing number of foreign express companies enter the Chinese market,which makes the competition more intensive.In order to survive in the fierce competition, domestic express enterprises manage to upgrade their competitiveness continuously.As the high value-added service industry,express is the very business of highest complaint ratio.What the express needs to consider most is to retain customers by improving service quality.Based on the theory of service quality,customer satisfaction and trust,and customer loyalty,this thesis established measurement dimensions of express service quality and gave a theoretical model which defined the dimensions of express service quality as independent variable,the customer satisfaction and trust as the mediator variable and the customer loyalty as the dependent variables,and also put forward the research hypothesis.Based on the above theoretical analysis,the thesis designed a questionnaire according to the initial model and conducted a pre-inspection by using SPSS13.0&LISREL8.70,which was mainly analyzed the data reliability and validity,and purified the survey items.The thesis reached the following conclusions:(1) Communication quality,order quality,arrival quality and order discrepancy handling quality had significant positive effect on customer satisfaction,and communication quality,arrival quality,order discrepancy handling quality had significant positive effect on customer trust.(2) Through customer satisfaction and trust,express service quality had different positive effects on customer loyalty.Delivery quality did not have significant effect on customer loyalty,while the other four dimensions played a very important role in it.(3) The study divided data into two sub-groups respectively according to enterprise character,gender, age and educational background.The results showed confirmation with the former study except of customer satisfiction to express service quality.