International Journal of Research Studies in Management
CollabWritive Special Issue
2023 Volume 11 Issue 5
Available Online: 15 August 2023
Author/s:
Yu, Liting
Graduate School, Lyceum of the Philippines University – Batangas, Philippines (791753288@qq.com)
Abstract:
The paper determined the continuous development framework of Chinese express logistics companies by evaluating service quality, customer satisfaction and customer retention. Respondents evaluated service quality in China from five aspects: reliability, timeliness, economy, convenience and empathy. Customer satisfaction with express logistics services was measured from three dimensions: expectation satisfaction, experience satisfaction and perceived value satisfaction. Customer retention in terms of positive word-of-mouth marketing, continued retention behavior and future retention intention was assessed. The results showed that respondents agreed with moderate evidence on all indicators of service quality, customer satisfaction and customer retention, all sub-dimensions of service quality are significantly positively correlated with customer satisfaction and customer retention, and all sub-dimensions of customer satisfaction are also significantly positively correlated with customer retention. Finally, the continuous improvement framework for logistics companies were presented. The researcher suggested that China Express logistics companies may improve service quality by strengthening the protection of customers’ personal information on the outer packaging of express delivery, improving the processing speed of returns and exchanges, providing convenient and diversified return and exchange methods, and formulating competitive prices. Moreover, activities to give existing customers profits or discounts may be carried out frequently to improve customer satisfaction and cultivate customer retention.
Keywords: service quality, customer satisfaction, customer retention, express logistics company
DOI: https://doi.org/10.5861/ijrsm.2023.1058
Cite this article:
Yu, L. (2023). Service quality, customer satisfaction and retention: Basis for logistic companies continuous improvement framework. International Journal of Research Studies in Management, 11(5), 123-134. https://doi.org/10.5861/ijrsm.2023.1058