Customer Satisfaction Evaluation Of Express’s E-commerce Logistics Service

With the popularity of Internet technology, E-commerce develops rapidly, express delivery as a support form of E-commerce also arises at the historic moment and consumers are actively involved in this new way shopping experience. Thus, the customer satisfaction evaluation of express’s E-commerce logistics service becomes a widely concern, also the prerequisite to the express industry to develop healthily and steadily.Based on the summary of literature reviews on customer satisfaction evaluation and the characteristics of the express industry in China and abroad, the study builds the theoretical framework of customer satisfaction evaluation model of the express company’s logistics service. According to the customer satisfication evaluation theoretical framework, combined with the express company business process, the study develops the questionnaire and then collects the data of the customer satisfaction evaluation of the express’s E-commerce logistics service from two aspects-in the online shopping and the overall online shopping. This study uses the SPSS19.0statistical analysis software to process the data. Firstly, in the view of the different stages of the customer satisfaction evaluation of express’s E-commerce logistics service to identify the main factors. After that, the research puts the main factors to apply the descriptive statistical analysis, then applys the comparative analysis among the foreign express companies, the stated-owned express companies, the large private express companies and the small private express companies. Secondly, the study puts the data of the customer satisfaction evaluation of the express’s E-commerce logistics service in the online shopping into the regression analysis and the correlation analysis with the overall customer satisfaction evaluation of the express’s E-commerce logistics service to further research in this field. Finally, the study makes conclusions according to the results of the data analysis and puts forward some indications.This study develops the questionnaire of the customer satisfaction evaluation of express’s E-commerce logistics service It provides basis for the research in the future. This research’s conclusion can partly reflect the status of the express’s E-commerce logistics service customer satisfaction evaluation. It may do a certain practical significance in the research of the customer satisfaction evaluation of express’s E-commerce logistics service. At the same time, this research puts forward the suggestions from the aspects of express industry and different types of express companies to make contributions to the development of the customer satisfaction evaluation in the express’s E-commerce logistics service.