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Factors influencing customer satisfaction and brand loyalty of top 5 express delivery service in China |
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| รหัสดีโอไอ | |
| Creator | Yanyang Li |
| Title | Factors influencing customer satisfaction and brand loyalty of top 5 express delivery service in China |
| Contributor | Napawan Kananurak |
| Publisher | University of the Thai Chamber of Commerce |
| Publication Year | 2561 |
| Journal Title | UTCC International Journal of Business and Economics |
| Journal Vol. | 10 |
| Journal No. | 2 |
| Page no. | 43-68 |
| Keyword | Express delivery service, Service quality, Brand image, Customer satisfaction, Brand loyalty |
| URL Website | http://ijbejournal.com/ |
| Website title | ijbejournal |
| ISSN | 1906-5582 (paper) |
| Abstract | The purpose of the study was to investigate the effect of service quality and brand image on customer satisfaction, and the effect of customer satisfaction on brand loyalty of Top 5 express delivery service in China. Taobao merchant in China were respondents. There were 400 qualified questionnaires were used in this analysis. The personal data is analyzed with descriptive statistic analysis and crosstabs analysis. The data is analyzed with mean and standard deviation analysis. The multiple regressions analysis are used to examine the postulated hypothesis. The finding indicated both service quality and brand image had direct positive effect on customer satisfaction, and customer satisfaction had direct positive effect on brand loyalty of Top 5 express delivery service in China. If they plan to improve service quality or brand image, it would be more beneficial to enhance customer satisfaction and brand loyalty. Therefore, this research could be useful information for express delivery service companies managers in an environment of keen competition. |
