The Study Of The Relationship Between The Quality Of Express Delivery Service And The Intention Of Customer’s Repeat Purchase Based On Customer Satisfaction As The Intervening Variable

In the era of Internet economy, e-commerce has become an indispensable part of people’s life, each big industry is transforming into 020 models.The shopping behavior of consumers has from physical store to online mart, then, from a single experience of online mart into 020models, that is experience offline and purchase online.Online mall not only can provide more cheap goods, and species diversity, convenient and quick, as long as there is network, online shopping can realize anytime, anywhere, without the limit of the space and time, then Courier services is particularly important. With the rapid rise of a series of online mall,such as taobao, JUMEI, LAFASO, Jingdong Mall, a large number of the Courier company also developed rapidly, except in the remote rural and mountainous only postal express delivery, express delivery company has been in a complete coverage of each city, especially sf-express, shentong and Yun Da.In the times of Internet, information technology, transportation comprehensive follow up, express delivery service quality not only becomes the key factor influencing customer’s repeat purchase, but also determines the express enterprise’s own survival and development. Therefore, how to improve the quality of delivery service becomes a hot topic that academia and enterprise common concern.In view of this, this research uses empirical research methods to explore the express delivery service quality how to affect the customer’s repeat purchase intention through customer satisfaction.Accordingly, using improvement measures to improve the quality of express service, and providing guidance for online mall choose express enterprise.On the basis of summarizing the predecessors’ research, this study extracted five dimensions of express service quality, they are communication quality, order quality, send quality, delivery quality and quality of error handling.This research model composed by three parts,the independent variable(five dimensions of express service quality), intermediary variables(customer satisfaction), the dependent variable(customer’s repeat purchase intention)。After determining the formal questionnaire, this study sent 300 questionnaires totally, but only took back 228 questionnaires, then used the statistical tools of SPSS20.0 and LISREL9.1 to analyze the data. The study’s result shows that the influence of send quality on the relationship of customer satisfaction and customer’s repeat purchase intention is not remarkable, the influence of the express service quality’s other four dimensions is remarkable, the order of their importance is: order quality, communication quality, delivery quality, error processing quality.