Research In Logistics Capability Of Express Delivery Campany Based On Customer Satisfaction

The demand of Chinese express delivery market is enormous and it grows fast. At the same time the competition is very intense in the market. The quality of service supplied by our local express delivery companies is worse than it of foreign express delivery companies. More and more enterprises realized that only bringing the customer delivery requirements into the competitive strategies can keep company maintain a competitive advantage. How to identify the factors of customer satisfaction and how to adjust the logistics capability based on customer demands are the crucial issues express delivery companies have to face.Based on the characteristics of express industry, this paper analyzes the factors of customer satisfaction. This paper analyzes the problems in the logistics service supplied by the Chinese express delivery companies and customer dissatisfaction factors to find out the factors which need to improve, on the basis of researching the development status of the industry. From the express delivery business point of view, after reading literatures both domain and abroad, it combined with express industry characteristics to analyze concept and characteristics of logistics capability and explore the elements of logistics capability of Chinese express delivery companies. This paper points out the elements of logistics resources on the basis of the relationship of logistics capabilities and logistics resources. Fixed on the customer dissatisfaction factors, this paper uses the QFD model to analyze how to optimize enterprise's logistics resources and logistics capability to meet the need of customers, so as to improve customer satisfaction and to enhance enterprise's competitiveness in the market.