MATEC Web Conf.
Volume 325, 20202020 8th International Conference on Traffic and Logistic Engineering (ICTLE 2020)
|Number of page(s)||5|
|Section||City Logistics and Distribution Services|
|Published online||22 October 2020|
Research on express service based on improving customer satisfaction
Hubei University of Chinese Medicine, Logistics Department, 430065 Wuhan, China
a Corresponding author: firstname.lastname@example.org
With the rapid development of e-commerce in China, the scale of express delivery industry is also expanding rapidly, while the quality of express delivery service has not been effectively improved, with a high value of number lying in the complaint rate of express delivery industry, which leads to low customer satisfaction. Based on the service quality evaluation model, this paper designs the questionnaire with the help of the Richter scale, also constructs the evaluation index of express service quality based on customer satisfaction, with the analysis of the factors through the use of SPSS 23, this essay finds out the main factors that affect the customer’s satisfaction with express service quality,and put forwards corresponding suggestion for improvement.
© The Authors, published by EDP Sciences, 2020
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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