The Effect of Service Quality of Express Companies on Customer Satisfaction and Reuse Intention：Focusing on SF EXPRESS Company in China

Abstract

In recent years, China's economy develops quickly. Online shopping has become an important part in people's daily life. People's daily use of express delivery has increased. China's express delivery industry is developing quickly, but the start is late. Therefore, the express delivery industry is not regulated enough. Although the number of express delivery companies increases quickly in China, but the service quality is not good.The express delivery industry wants to improve their companies. In this way, it is important to do a survey on customer satisfaction and to find the relationship between customer satisfaction and reuse intention. Based on previous research, this article categorises the components of service quality in express delivery companies. This article derives and uses five variables of express delivery companies service quality. They are tangibles, accuracy, timeliness, friendliness and convenience.In order to achieve the purpose of this research, this article focuses on SF Express, the most representative express delivery company in China.The respondents are people who have used it. 254 people were selected as valid respondents to the questionnaire to be analysed, And the sample was analysed by SPSS 27.0 in the research. An exploratory factor analysis was conducted to verify validity. And the reliability was verified too. The correlation analyses were conducted based on the relationship between the variables. Multiple regression analyses were conducted to examine the effect of service quality on customer satisfaction and reuse intention. A simple regression analysis was conducted to examine the effect of customer satisfaction on reuse intention.Finally, based on the research model, the following results were obtained. The five factors of tangible, accuracy, timeliness, friendliness and convenience in express service quality have a significant impact on customer satisfaction. And customer satisfaction has a significant impact on reuse intention. The research also shows that customer satisfaction has partially mediated effect on the relationship between the express delivery service quality and reuse intention. Therefore, if the express delivery industry wants to be more competitive in the future, it needs to make efforts to improve the several factors mentioned above.