Analysis of Factors Affecting Service Quality of Chinese Express Delivery Companies

DOI

10.2991/edmi-19.2019.119How to use a DOI?

Keywords

Service Quality; Express; Influencing Factors; Factor Analysis.

Abstract

Under the background of national "Internet plus" strategy, E-commerce in China has developed rapidly in recent years. Its ancillary industry, the express delivery industry, has also get rapid development incidentally. However, the service quality of many Chinese express companies is still unable to match the pace of customer demand. Through questionnaire survey, this paper analyzed the influencing factors of service quality of express enterprises, and used SPSS to analyze the obtained data by Factor Analysis. "Reliability", "Affinity" and "Professionally" are the main factors that affecting the service quality of express delivery enterprises.

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  - Fan Yang
PY  - 2019/08
DA  - 2019/08
TI  - Analysis of Factors Affecting Service Quality of Chinese Express Delivery Companies
BT  - Proceedings of the 1st International Symposium on Economic Development and Management Innovation (EDMI 2019)
PB  - Atlantis Press
SP  - 689
EP  - 693
SN  - 2352-5428
UR  - https://doi.org/10.2991/edmi-19.2019.119
DO  - 10.2991/edmi-19.2019.119
ID  - Yang2019/08
ER  -