University of the Thai Chamber of Commerce Library

Customer satisfaction on Chinese express service from online shopping / Yangzhengyi, Wang.

By: Wang, Yangzhengyi [author]Contributor(s): Thitikant Satchabut [advisor.] [advisor.] | University of the Thai Chamber of Commerce. Business AdministrationMaterial type: TextTextPublisher: 2017Description: viii, 103 pages : chartsContent type: text | text Media type: unmediated | computer Carrier type: volume | online resourceSubject(s): Consumer satisfaction -- China | Customer satisfaction | Express service of China | Perceived value | Demographic factor | Service qualityDDC classification: 658.83430951 Online resources: เอกสารฉบับเต็ม (Fulltext) Dissertation note: Thesis (M.B.A. (Master of Business Administration)) -- University of The Thai Chamber of Commerce, 2017. Abstract: This study aims to explore how perceived value, service quality factors, and demographic factors affect customer satisfaction and how service quality factor has an influence on the perceived value in express industry in China. Nowadays, with the rapid development of e-commerce, more and more people is used to shopping in online in China, which helps to the development of Chinese express industry. At the same time, more and more companies enter Chinese market, thereupon the competition in this industry is increasingly stiff. As time goes on, customers’ attitudes towards express industry have changed, as with more and more companies they can choose, they are able to purchase items at a lowest price. How to keep express companies survive and make them develop healthily? Therefore, this study is going to investigate the effects of perceived value, service quality, demographic factors on customer satisfaction as well as the effect of service quality on perceived value. With the purpose of this study considered, the methods of quantitative research and questionnaire data collection will be used in this paper. This paper makes a survey on people who have experience in online shopping and use express service in China, the sample size is 400 respondents selected by Chinese online questionnaire website. This paper uses SPSS program to do descriptive analysis and relationship analysis. The result of this study indicates that service quality factors (responsiveness, reliability, tangibles, assurance, empathy) have a significantly positive effect on customer satisfaction; perceived value has no effect on customer satisfaction, so does the demographic factors; Among service quality factors, assurance has no effect on perceived value, while responsiveness, reliability, tangibles and empathy have a significantly positive effect on perceived value.
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Thesis (M.B.A. (Master of Business Administration)) -- University of The Thai Chamber of Commerce, 2017.

Includes bibliographical references.

This study aims to explore how perceived value, service quality factors, and demographic factors affect customer satisfaction and how service quality factor has an influence on the perceived value in express industry in China. Nowadays, with the rapid development of e-commerce, more and more people is used to shopping in online in China, which helps to the development of Chinese express industry. At the same time, more and more companies enter Chinese market, thereupon the competition in this industry is increasingly stiff. As time goes on, customers’ attitudes towards express industry have changed, as with more and more companies they can choose, they are able to purchase items at a lowest price. How to keep express companies survive and make them develop healthily? Therefore, this study is going to investigate the effects of perceived value, service quality, demographic factors on customer satisfaction as well as the effect of service quality on perceived value. With the purpose of this study considered, the methods of quantitative research and questionnaire data collection will be used in this paper. This paper makes a survey on people who have experience in online shopping and use express service in China, the sample size is 400 respondents selected by Chinese online questionnaire website. This paper uses SPSS program to do descriptive analysis and relationship analysis. The result of this study indicates that service quality factors (responsiveness, reliability, tangibles, assurance, empathy) have a significantly positive effect on customer satisfaction; perceived value has no effect on customer satisfaction, so does the demographic factors; Among service quality factors, assurance has no effect on perceived value, while responsiveness, reliability, tangibles and empathy have a significantly positive effect on perceived value.

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