Title: An Analysis of the Factors Influencing Customer Loyalty in the Express Delivery Industry – A Case Study of SF Express in Xinxiang, Henan Province, China
Author: Yang Zhipeng
Advisor: ดร.จิดาภา ชลธารรัตนพงศ์ – Dr. Jidapa Chollathanrattanapong
Degree: Master of Business Administration
Major: International Business Management
Faculty: บัณฑิตวิทยาลัย (Graduate School)
Academic year: 2567 (2024)
Published: The 1st Thailand-Sino International Conference and The 17th National and International Academic Conference “New Quality Productive Forces and Sustainable Innovation” 14-16 November 2024 (pp.332-345) Click PDF
Abstract
This study investigates the factors influencing customer loyalty to SF Express, a leading delivery service in China. This study has two objectives: 1) To explore the key factors influencing customer loyalty to SF Express in Xinxiang, Henan province, China; 2) To provide recommendations to improve customer loyalty to SF Express in Xinxiang, Henan province, China.
A quantitative methodology was employed, collecting 394 questionnaires, resulting in 390 valid responses used for analysis. In this study, the population consisted of customers who had used the services of SF Express, a leading delivery service in China. In terms of sampling, a random sampling approach was utilized in this study. This method involved selecting participants randomly from the customer database of SF Express, which helped ensure that every individual in the population had an equal chance of being chosen.
The results of the study: 1) SF Express’s corporate image, service quality and service price have an influence on customer loyalty; 2) Positive corporate image can enhance customers’ brand identity and thereby enhance loyalty. At the same time, high-quality services meet customer needs and directly affect their loyalty. In addition, a reasonable service pricing strategy can help maintain customer loyalty, especially in a highly competitive market environment. In conclusion, SF Express’s performance in these three aspects significantly affect customer loyalty and provide an important basis for its future development strategy. These findings provide valuable insights for SF Express and suggest practical strategies to enhance customer loyalty in the competitive delivery industry.
Keywords: corporate image, service quality, service prices, customer loyalty
An Analysis of the Factors Influencing Customer Loyalty in the Express Delivery Industry – A Case Study of SF Express in Xinxiang, Henan Province, China /
6617195016 Yang Zhipeng 2567 (2024) An Analysis of the Factors Influencing Customer Loyalty in the Express Delivery Industry – A Case Study of SF Express in Xinxiang, Henan Province, China สารนิพนธ์ (Independent Study), Advisor: ดร.จิดาภา ชลธารรัตนพงศ์ – Dr. Jidapa Chollathanrattanapong, ปริญญาโท (Master’s Degree), บัณฑิตวิทยาลัย (Graduate School), Master of Business Administration, International Business Management, Bangkok: Siam University