Abstract
China has grown into the fastest growing and most dynamic emerging express delivery market in the world. The paper puts forward a PLS_SEM method to calculate the customer satisfaction of the express delivery companies. Through an investigation in 50 cities, the authors conclude that company’s brand and service quality are key influence factors in consumer satisfaction. Company CC gets the best customer satisfaction, while BB and FF get the lowest result. Customers prefer the product integrity, ease of ordering, overall image and scope of delivery. They give the worst experience in the service characteristics.
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Acknowledgments
This work is supported by the National Key Research and Development Program of China under Grants No. 2017YFF0206504, the National Social Science Fund Major Project (Research on Quality Governance System and Policy to Promote High Quality Development), No. 18ZDA079.
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Cai, H., Wei, X., Wu, F., Gu, Y., Zhang, N. (2021). Express Delivery Services Customer Satisfaction Based on PLS_SEM. In: Sugumaran, V., Xu, Z., Zhou, H. (eds) Application of Intelligent Systems in Multi-modal Information Analytics. MMIA 2020. Advances in Intelligent Systems and Computing, vol 1233. Springer, Cham. https://doi.org/10.1007/978-3-030-51431-0_17
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DOI: https://doi.org/10.1007/978-3-030-51431-0_17
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