Research On Customer Satisfaction Of Chinese Express Enterprise Under E-commerce Environment

In recent years,with the developing of E-commerce and the popularization of all kinds of information technology,the express industry of China has entered the rapid growth stage.In this new commercial ecological environment which the customer demand is vital,the competition stiructure,organizational structure and service patterns of express enterprise are all changing rapidly,so the research of service quality and customer satisfaction of express enterprise in china from the customer perspective under this new circumstances is of great significance.This paper provided both qualitative and quantitative analysis to the express service quality and customer satisfaction.Firstly,through a lot of reading related literature of both home and abroad,we have an extensive and deeply theoretical study about service quality and customer satisfaction.Secondly,based on the industry information collection and analysis of E-commerce and express industry,we analyzed the development status and existing problems of Chinese express industry.Thirdly,reference to the existing express service quality index system,combine express industry characteristics and theoretical researches,we proposed the Chinese express enterprise service quality evaluation system in E-commerce.Then we used questionnaire survey to do the empirical analysis.Base on the reliability and validity tests of the questionnaire data,we used factor analysis to conduct the express service quality evaluation system which comprises four determinants named service professional,price,service integrity and enterprise external image.Moreover,we used regression analysis to explore the effects of those determinants on customer satisfaction.Finally,we proposed several strategies to enhance the customer satisfaction of Chinese express enterprise.