Construction of Customer Loyalty Evaluation System for Express Delivery Enterprises

DOI

10.2991/edmi-19.2019.118How to use a DOI?

Keywords

express delivery company; customer loyalty; factor analysis; SF Express.

Abstract

In recent years, the express delivery market has developed rapidly. As a third industry express delivery in an invincible position in the complex and ever-changing industry environment is the primary problem solved by the express delivery enterprise leadership. As a model representative of China's private express delivery, SF Express has a great significance in evaluating the customer loyalty of SF Express. Based on the theoretical research and actual investigation and research of customer loyalty, this paper constructs the evaluation index system and hypothesis model of customer loyalty, taking SF Express as an example. Through the questionnaire survey, the customer evaluation data was obtained, and the factor analysis method was used for analysis. Six main factors including time quality, service quality, delivery quality, error processing quality, price quality and personalized service quality were extracted, and the main influencing factors and loyalty were adopted. Research on relationships and other aspects, and propose method strategies to improve loyalty.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Zhitan Feng
AU  - Jin Chen
AU  - Hui Shen
PY  - 2019/08
DA  - 2019/08
TI  - Construction of Customer Loyalty Evaluation System for Express Delivery Enterprises
BT  - Proceedings of the 1st International Symposium on Economic Development and Management Innovation (EDMI 2019)
PB  - Atlantis Press
SP  - 682
EP  - 688
SN  - 2352-5428
UR  - https://doi.org/10.2991/edmi-19.2019.118
DO  - 10.2991/edmi-19.2019.118
ID  - Feng2019/08
ER  -