| In the end of twenty first centry, the industry of logistics begined to develop fastly and extensively.As the component of this industry, express also developed due to the demand of the human being. Because of the government policy, their own management ability and so on, private express firms can not form into a certain scale.But now this industry has been opened to all kinds of inventers, the competiton becomes very fury. So if the express company wants to get the profit, it is of great importance to make its customers stable. The way to make its customer stable is to give its customer the service quality exceeding their expectation.On the base of customer loyalty research and logistics quality research,this paper resolves three questions. Firstly, the demands of the firms are derived from the demands of their customers. So all the design of the service content and quality controll should be thinked from the viewpoint of their customers, then three kinds of customers were classified through a geometry model. Secondly, after the interview with the expert of this express industry, four influence dimensions were fixed. They were service quality, perceived satisfaction, perceived value and losing cost. And the antecedent of service quality and switching cost were defined. The customer stablity was drived by the value and satisfaction, which was affected directly by responsiveness, facilitation, security and efficiency and the relationship cost. Thirdly, the quality improvement suggestion has been made according to the research conclusion. The datum for analysis were got from the questionares done by the personal customers who always use the the express service.Then the research model was revised.The last step was using a case to support the conclusions of this paper.This paper can be the reference for business managers who wants to management the express company well, which also can be the reference for the future research in logistics quality field or customer relationship field. |
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