Analysis Of Influencing Factors Of Customer Loyalty In Express Industry Under The Green Background

With the advent of the data age,China’s express delivery industry is rapidly developing,and customers’ requirements for the express delivery industry are becoming more diverse,with special emphasis on green development of express delivery.The "green" development of the express delivery industry has a significant impact on customer perception,thereby having a significant impact on the cultivation of customer loyalty.Therefore,under the green background,how to comprehensively enhance customer loyalty is an important way to enhance the competitiveness of China’s express delivery enterprises.The research purpose of this article is to analyze the influencing factors of customer loyalty in the express delivery industry under the green background,and propose countermeasures for how Chinese express delivery enterprises can cultivate customer loyalty.This article analyzes the first level indicators of customer loyalty in the express delivery industry from four dimensions: perceived quality,customer expectations,corporate image,and customer satisfaction.Then,seven second level indicators of perceived quality,four second level indicators of customer expectations,and four second level indicators of corporate image are used to measure the relationship between customer satisfaction and customer loyalty,in order to construct a theoretical model of customer loyalty in the express delivery industry under the green background of this article.The paper collects data through a questionnaire survey,and uses SPSS and AMOS software to test and analyze the relationship between various influencing factors and the degree of influence of each indicator.Through research,it has been found that customer loyalty is influenced by multiple factors.In the first level indicators,customer satisfaction,perceived quality,and corporate image can directly and positively affect customer loyalty,with corporate image having a greater direct impact on customer loyalty;Perceived quality,corporate image,and customer expectations can positively affect customer satisfaction,and perceived quality plays a significant role in it.In the second level indicators,the impact of "responsiveness","economy",and "reliability" on perceived quality is more prominent;The influencing factors of "personal needs" and "green development" in customer expectations are worth paying attention to;And it has a significant impact on the "green image" and "cognitive image" in the corporate image that enhances customer satisfaction and loyalty.On the basis of empirical analysis,this article provides targeted assistance to express delivery companies in enhancing their customer loyalty from multiple dimensions.