Research on the Influencing Factors of Delivery Sevice Satisfaction of Express Companies

Abstract

Purpose – By analyzing the problems existing in logistics distribution of express companies, this paper explores various factors affecting customer satisfaction and takes consumer sentiment as a mediating variable.

Design/methodology/approach – Through questionnaires to collect relevant data, put forward hypotheses for empirical analysis, use two different software including SPSS 21.0 and AMOS 21.0 to analyze the information, draw conclusions and make recommendations.

Findings – Therefore, to pay attention to and understand the psychological needs of customers and improve the quality of logistics distribution service has become a pressing problem for every express company.

Research implications or Originality – The rapid rise of e-commerce enterprises has led to the development of the logistics industry. At the same time, some enterprises are motivated by the interests to start reducing costs and inputs, which on the contrary leads to low quality of service, thus reducing customer satisfaction. In recent years, vicious competition, violent express delivery and lack of professionalism in the logistics market have led to high annual customer complaint rate, which has resulted in the company losing many loyal customers, but also unable to obtain new customers.

Keywords: Consumer Response, Questionnaire, Satisfaction, Software SPSS 21.0 and AMOS 21.0

JEL Classification: A30, D70, D71, D80, J62