A Study Of Influential Elements Of Express Satisfaction Based On ACSI Model

As the growth of the electronic commerce development needs,the Chinese express industry has become a large market size and market potential of the modern service industry,occupies an extremely important position in national economy.With the vigorous development of the e-commerce and Internet,in recent years,in addition to the China post a large number of private express companies,the rapid development of domestic private express enterprises has become a global express delivery business in Chinese fastest-growing region.At the same time,international express giants have also taken Chinese express delivery market,exacerbating the express delivery market to stimulate competition.With the growth of express delivery business in China,a series of service quality problem have been appeared,also caused customer complaints and took more severe challenge to express delivery companies.How to make Chinese express delivery companies both in competition and development and meet customer demand for services will become an urgent problem.Effectively,therefore,In order to better enable enterprises to meet market demand,gain competitive advantage and improve service quality of private express delivery companies' management level,we must analyze the factors that influence customer satisfaction express service and look for the impact of the critical path of service satisfaction.In this study,choosing the large private express enterprise as the research object,together with the present situation of Chinese express delivery industry,according to the express delivery industry characteristics and the existing problems,analyzing the related influencing factors of Private Express enterprise customer service satisfaction.Based on the analysis of the related literature,this paper used the theory of American customer satisfaction ACSI model,and constructed the Chinese express enterprise service quality evaluation index system in our country with the demand of the customer perspective.And then through the consumer survey the importance and influence degree of each index,according to the results of the analysis of the impact of each indicator variables and significance,we screened six factors latent variables observable indicators,and ultimately retained the 31 indicators of the impact mechanism express service customer satisfaction.The influence factors of this article will eventually express service satisfaction variables into decision variables and the factors,and analyze the determinants of mutual influence between the variables.This study indicates that the critical path for affecting express service satisfaction: express service of customer expectations influence perception of express service quality,and through the further influence customer perceived value to the service satisfaction,and finally to improve customer loyalty to express service.The result of research shows that the express service satisfaction based on three determinants variables,express service perceived value has a significant direct impact on satisfaction,express service expectations and express service quality perception have indirect impact on satisfaction;The influence ofthe express service satisfaction loyalty to express service assuming significant support;Quality of service expectation,service awareness and service perceived value has significant correlation between variables.Emerging private Express enterprise customer expectations should be valid at the time of marketing communications management,management of customer perceived value,through the perfect customer service system to consolidate and maintain customer relationship,making the enterprise get higher yields.State-owned express delivery enterprises can exert its perfect domestic network optimization and Posting service convenience and economy,promote customer's state-run express enterprise subjective perception recognition degree of evaluation.At the same time,the government and relevant departments should standardize express the service behavior of enterprises;promote the healthy development of the express industry in an all-round way.