Research On Customer Satisfaction Of Last Mile Logistics Distribution Of Courier Company

With the rapid development of e-commerce in today’s society,the logistics industry has also achieved relatively rapid development.With the increasing number of online shoppers and demand for goods,customers’ requirements for delivery efficiency and quality of goods have also increased.For customers,logistics delivery services are directly aimed at consumers,so their service quality will have a significant impact on customer satisfaction.The "last mile" logistics delivery is also a link that directly faces consumers,so this link will directly determine the level of customer satisfaction with the courier company.However,the development of the "last mile" logistics distribution has not been satisfactory.In recent years,a series of problems exposed by the "last mile" logistics distribution service have become difficulties and pain points faced by courier companies in their healthy,efficient,and economic development.As a provider of logistics delivery services,express delivery companies play a crucial role in the "last mile" logistics delivery.In the transportation process of express delivery companies,the "last mile" logistics distribution directly affects the efficiency of express transportation and customer satisfaction.Therefore,it is particularly important to study the customer satisfaction of express delivery companies.Based on this,this article mainly explores the customer satisfaction index of the "last mile" logistics delivery service of express delivery companies.As a representative express delivery company in the Chinese market,the study of Yuantong Express is more helpful in identifying the problems that express delivery companies face in the last mile delivery.This article is based on the China Satisfaction Index Model(CCSI)and constructs a customer satisfaction index model for the "last mile" logistics delivery service of express delivery companies based on customer perception.The validity and reliability of the relevant research scales were tested using AMOS software,and the structural equation model of Yuantong Express Company was constructed as the research object of this article,and empirical analysis was conducted on it,Finally,based on the analysis results of this article,six feasible suggestions were proposed for the courier company,which effectively improved the customer satisfaction of the courier company.