he Correlation Research Between Express Company Service Quality And Undergraduate Customer Satisfaction Degree Based On SERVQUAL Model

다국어 초록 (Multilingual Abstract)

How to improve the service quality of express company in the internet plus era have already become a hot topic among the academic circles and business circles. The college students group is one of the primary groups with online shopping habit. The development projects on special services for undergraduate groups have benefit to assure the customer interests during the online shopping. In order to comprehend express company service condition to undergraduate customer group, this essay propose five dimensions of express service quality based on the classic SERVQUAL model, and make hypotheses on the correlation between them and the undergraduate customer satisfaction degree. After the investigation on the undergraduate group and statistic analysis through SPSS software, get the following conclusion.
The tangibility, reliability, responsiveness and empathy of express service quality have significant effect to undergraduate customer satisfaction degree. According to this, the express should enhance the service quality as soon as possible, establish the deliver system centered on the benefits of undergraduate customers to encourage them make online shopping; what’s more, the express company should pay more attention to develop the terminal deliver system and supervision strength of undergraduate market; the last but not the least, the express company should efficiently handle the complaints of undergraduate customer.

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