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The research on the relationship of express service quality and customer loyalty
Ort / Verlag
ProQuest Dissertations & Theses
Erscheinungsjahr
2011
Link zum Volltext
Quelle
ProQuest Dissertations & Theses A&I
Beschreibungen/Notizen
Translation from original language as provided by authorThe development of Information technology and e-commerce promotes the vigorous of delivery services. But, at the same time, the complaints about express becomes to the new focus of society. Complaints means there are problems in the service, which is the complaints focus on, which is the object of supervision should focus on, the staff qualifications appraisal of express management system can improve the current quality level of service or not, all though questions should be the main question regulators of express delivery industry must think about. The varying levels of express services, and the high rate of complaints to become the new focus of social. How to improve the quality of service, to maintain the customer loyalty of, courier services companies must think about this question. Courier industry as new an industry and it is one part of the logistics service industry, so the relationship between service quality and customer loyalty is similar with