An Analysis on Influencing Factors of Express Company’s Customer Loyalty

  • Hongyu Lu
  • Jingbo Shao
  • Keke Chen
Conference paper
Part of the Communications in Computer and Information Science book series (CCIS, volume 211)


Due to the great development potential of express delivery industry, the competition between the express companies is increasingly fierce. Hence, adjusting marketing strategies to enhance customer loyalty is a key measure to maintain long-term dynamic of express companies. This paper chose the express industry as the research object, and, in combination with the analysis on the characteristics of the express service, summarized the crucial influencing factors on customer loyalty of companies in this industry, analyzed the mechanism of impact of various factors on the express customer loyalty and conceptualized the impacts of different factors on customer loyalty in a structural model, in order to better illustrate the relationships between them.


customer loyalty express company influencing factors 


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Copyright information

© Springer-Verlag Berlin Heidelberg 2011

Authors and Affiliations

  • Hongyu Lu
    • 1
  • Jingbo Shao
    • 1
  • Keke Chen
    • 1
  1. 1.School of ManagementHarbin Institute of TechnologyHarbinP.R. China

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