| As the development of express industry in our country is fast,it is an emerging industry, lucrative, low barriers to entry, so it’s attracting foreign and domestic investors. There are international express delivery giant, government leading express delivery, private courier fighting in the market. At present, China’s express delivery industry is in the phase of price competition, there are many homogeneous competition in the market. There are many problems and the customer perceived quality is low in the service of express. So the research to the perception quality influence factors of express industry is necessary, it is imperative to improve the quality of the express industry perception.In this paper, the first part is an introduction of the research purpose and content of this article with the background of express industry development. The second part summarizes the essays including the definition of quality perception theory, analysis of influencing factors, and analyzes the shortages of existing literature both at home and abroad. The third part make a brief description for the present situation and future trend of development in our country. Find out the deficiency of China’s express industry development with the compared of foreign express delivery industry in this five aspects: market positioning, brand consciousness, extension of enterprise business, social responsibility, and the science for technology and information. The fourth part designed the questionnaire combined with existing research model of the domestic and international research about the influence factors of the express delivery service quality. Gather the sample data through multiple channels. Analyze various factors about express delivery service quality by factor analysis and regression. Finally four factors are concluded and they are basic ability to express service, external image about the enterprise and its employees, strain capacity and economic convenience. The fifth part is about the research conclusion and suggestion. Give suggestions to improve the perceived quality of express industry combined with what is said in the third and the fourth part from the perspective of industry development. Present the limitations and suggestions of future research at last. |
