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The main influencing factors of customer satisfaction and loyalty in city express delivery

At present, customers’ low satisfaction and loyalty to city express service have restricted the development of city express. It is particularly important to analyze the factors causing customers’ low satisfaction and loyalty, which will promote the development of city express industry effectively. B...

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Autores principales: Lei, Zheng, Duan, Huawei, Zhang, Liping, Ergu, Daji, Liu, Fangyao
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Frontiers Media S.A. 2022
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9637911/
https://www.ncbi.nlm.nih.gov/pubmed/36353080
http://dx.doi.org/10.3389/fpsyg.2022.1044032
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author Lei, Zheng
Duan, Huawei
Zhang, Liping
Ergu, Daji
Liu, Fangyao
author_facet Lei, Zheng
Duan, Huawei
Zhang, Liping
Ergu, Daji
Liu, Fangyao
author_sort Lei, Zheng
collection PubMed
description At present, customers’ low satisfaction and loyalty to city express service have restricted the development of city express. It is particularly important to analyze the factors causing customers’ low satisfaction and loyalty, which will promote the development of city express industry effectively. Based on SERVQUAL model and CCSI model, this paper constructs a new evaluation index system from the perspective of service quality. Through this new system, this paper first explores the factors that affect customers’ satisfaction and loyalty, respectively, by fuzzy analytic hierarchy process (AHP) and hierarchical regression analysis, taking the expected and perceived service quality as conversion variables. And then it analyzes the common factors that affect customers’ satisfaction and loyalty comprehensively. These two analyses will provide reference for solving the problem of low customer satisfaction and loyalty of city express enterprises. The results show that popularity and credibility, delivery time commitment, and mailing security are the common main factors affecting customer satisfaction and loyalty. Easy-to-understand receipts, the three-level index corresponding to the empathy dimension, is the most significant factor affecting customers’ loyalty in city express industry; Delivery time commitment, the three-level index corresponding to the reliability dimension, is the most significant factor affecting customers’ loyalty in city express industry.
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spelling pubmed-96379112022-11-08 The main influencing factors of customer satisfaction and loyalty in city express delivery Lei, Zheng Duan, Huawei Zhang, Liping Ergu, Daji Liu, Fangyao Front Psychol Psychology At present, customers’ low satisfaction and loyalty to city express service have restricted the development of city express. It is particularly important to analyze the factors causing customers’ low satisfaction and loyalty, which will promote the development of city express industry effectively. Based on SERVQUAL model and CCSI model, this paper constructs a new evaluation index system from the perspective of service quality. Through this new system, this paper first explores the factors that affect customers’ satisfaction and loyalty, respectively, by fuzzy analytic hierarchy process (AHP) and hierarchical regression analysis, taking the expected and perceived service quality as conversion variables. And then it analyzes the common factors that affect customers’ satisfaction and loyalty comprehensively. These two analyses will provide reference for solving the problem of low customer satisfaction and loyalty of city express enterprises. The results show that popularity and credibility, delivery time commitment, and mailing security are the common main factors affecting customer satisfaction and loyalty. Easy-to-understand receipts, the three-level index corresponding to the empathy dimension, is the most significant factor affecting customers’ loyalty in city express industry; Delivery time commitment, the three-level index corresponding to the reliability dimension, is the most significant factor affecting customers’ loyalty in city express industry. Frontiers Media S.A. 2022-10-24 /pmc/articles/PMC9637911/ /pubmed/36353080 http://dx.doi.org/10.3389/fpsyg.2022.1044032 Text en Copyright © 2022 Lei, Duan, Zhang, Ergu and Liu. https://creativecommons.org/licenses/by/4.0/This is an open-access article distributed under the terms of the Creative Commons Attribution License (CC BY). The use, distribution or reproduction in other forums is permitted, provided the original author(s) and the copyright owner(s) are credited and that the original publication in this journal is cited, in accordance with accepted academic practice. No use, distribution or reproduction is permitted which does not comply with these terms.
spellingShingle Psychology
Lei, Zheng
Duan, Huawei
Zhang, Liping
Ergu, Daji
Liu, Fangyao
The main influencing factors of customer satisfaction and loyalty in city express delivery
title The main influencing factors of customer satisfaction and loyalty in city express delivery
title_full The main influencing factors of customer satisfaction and loyalty in city express delivery
title_fullStr The main influencing factors of customer satisfaction and loyalty in city express delivery
title_full_unstemmed The main influencing factors of customer satisfaction and loyalty in city express delivery
title_short The main influencing factors of customer satisfaction and loyalty in city express delivery
title_sort main influencing factors of customer satisfaction and loyalty in city express delivery
topic Psychology
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9637911/
https://www.ncbi.nlm.nih.gov/pubmed/36353080
http://dx.doi.org/10.3389/fpsyg.2022.1044032
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