Courier Services Affect Customer Purchase Behavior Factors

At the end of 20th century, logistic of China began to develop fastly. As the component of logistic, express developed as well due to market demand. Because of government policy, company capability and other reasons, China express company could not develop in scale. At the end of 2005, China opened logistic market to foreign company totally, which makes competition more intensive. How to explore room, keep and expand customer segment, are the important questions China civil express company confronted with. This research is devoted to following questions: first, should quality analysis of express company be made from the customer view? Second, what factors will affect customer's post-purchase behavior? Third, how will express company make adjustment based on the customer sensation to service quality?With these questions, this research offers a model based on "quality sensation, value sensation, customer satisfaction, post-purchase behavior", transfer the model to questionnaire and measure the weighing of all factors in questionnaires. This research conducts analyzing data, testing validity and reliability, and verifing questionnaire reasonable and suitable by using of software SPSS 13.0 for windows.The research employes 3 methods of analyzing the data obtained through customer satisfaction investigation: Correlate analysis, to identify the factors affecting customer satisfaction and value sensation; One-Way ANOVA analysis, to identify the difference of customer satisfaction and value sensation among different companies; Linear Regressing analysis, to describe linear relationship among quality sensation, customer satisfaction and value sensation, and effects of latter two factors to post-purchase behavior.