Research On The Customer Loyalty Of Express Company In B2C Mode

In recent years,e-commerce within the globe has got rapid development,and more and more consumers begin to shop online.As online shopping is not restricted by time and place and online malls have kinds of goods,customers not only have more choices,but also can enjoy the fun of online shopping.Express companies make online shopping more convenient.However,express companies generally exist varieties of drawbacks,such as express delivery delays and loss,express delivery damage and poor quality of express delivery staff,causing lots of unnecessary trouble to customers and reducing the customer satisfaction and loyalty of express company.In this paper,through the theoretical study of B2C model of e-commerce,the main indicators that affect the customer loyalty of express delivery companies are put forward from,the perspective of mall,customers and enterprises.Respectively:order generation response,customer requirement fulfillment,emotional value,functional value,service attitude and service configuration.Then the paper builds the research model of customer loyalty of express delivery companies in B2C mode.Through the method of questionnaire survey,the data needed were collected and the valid data collected were sorted and analyzed by SPSS and AMOS analysis software.Last,he paper studies the customer loyalty of self-built logistics mode,third-party logistics model and alliance logistics model respectively.The study found that customer loyalty of express company is affected by a variety of factors and the impact of various factors aredifferent.In the self-built logistics mode,service attitude has the greatest influence on the customer loyalty.In the third party logistics mode,the emotional value has the greatest influence on the customer loyalty.In the alliance logistics mode,the functional value has the greatest influence on the customer loyalty.Finally,according to the results of the study,the paper puts forward some suggestions on how to improve the logistics and distribution system and strengthen the communication and cooperation.