A Research on Customers’ Satisfaction and Loyalty Towards Internet Plus of Express Logistics in Chengdu, China
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Abstract
Purpose: This paper aims to explore the factors influencing the satisfaction and loyalty of express logistics services in the context of "Internet Plus." Based on the literature review and questionnaire survey, the researcher conducted a quantitative survey based on the customers of courier companies as the research object. Research design, data, and methodology: A questionnaire survey was conducted with 500 respondents from Chengdu. The conceptual framework proposed a causal relationship between seven variables: service quality, perceived value, brand image, customer relationship management, trust, satisfaction, and loyalty. Structural equation modeling and validated factor analysis were used to analyze the data, including model fit, reliability, and validity of constructs. Results: The results show that service quality, perceived value, brand image, customer relationship management and trust have a significant effect on customer satisfaction. Additionally, satisfaction and customer relationship management significantly affect customer loyalty of courier companies. Empirical studies have shown that service quality, perceived value, brand image, customer relationship management, and trust factors determine customer satisfaction to some extent and thus influence customer loyalty. Conclusions: It is recommended that management and human resource teams provide assessments to measure satisfaction and loyalty to express logistics services to improve logistics service levels
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