Empirical Study Of Online Shopping Express’s Customers Satisfaction Degree Based On Service Encounter

In recent years, along with the widespread application of informationtechnology, online retail market is developing rapidly. It promotes theexpress service’s growth. Express service has become the key factor andimportant basis of promoting the online retail market’s development. Butcustomer satisfaction of express service is very low in our country, thereare many prominent problems that raised many of the customerdissatisfaction and complaints. So we need to research on customersatisfaction of express service.This paper mainly to study college students in Lanzhou city assample. Through application service encounter theory, it empirical studyof online shopping express’s customers satisfaction degree. First, itanalyzed service encounter theory and customer satisfaction degree thatbased on a large number of domestic and foreign research literature andanalyzed current situation and problems about online shopping express.Second, it analyzed shopping express’s different dimensions of customersatisfaction index that based on service encounter theory, and put forwardthe preliminary customer satisfaction evaluation models, then designedthe questionnaire and collected data in college students in Lanzhoucity.Third,it measured online shopping express customer satisfactionindex based on empirical study, and through a importance-satisfaction quarter of graph model, find the key indicators of customer satisfaction.Last, it put forward the way to improve customer satisfaction based onthe key indicators of customer satisfaction.This paper put forward the way to improve customer satisfactionbased on the key indicators of customer satisfaction. It provide basis andmethods for the express companies to improve the customer satisfaction.It aims to improve the online shopping express’s service level, promoteonline shopping express’s customer satisfaction degree, make thecustomer feel satisfied and assured with the online shopping express’sservice, and then to promote the online shopping and online retail markethealthy development.