Service Quality of China’s Express Enterprises Based on Customer Satisaction: A Case of Zto Express

Last modified: February 9, 2022
Estimated reading time: 2 min
Project Title: Service Quality of China’s Express Enterprises Based on Customer Satisaction: A Case of Zto Express
Author: Jinfeng Zhang
Advisor: Ass. Professor Ching-Fang Chi
Degree: Master of Business Administration
Major: International Master of Business Administration
Faculty: Graduate Schools
Academic year: 2017


Jinfeng, Zhang. (2017). Service quality of China’s Express Enterprises based on customer satisaction – A case of Zto Express. (Master’s independent study). Bangkok: Master in Business Administration, Siam University.


At present, as the political, economic and social environment is becoming increasingly complex, the foreign logistics enterprises rapidly pour into China, which attempt to quickly seize the market through actively strengthening the service level and ability. As a result, China’ express business is witnessing severe challenges. As the the market competition intensifies, most express enterprises have gradually realized the importance of the service quality to the enterprise’s survival and development. Therefore, they hope to enhance market competitiveness via improving service quality and customer satisfaction.

From the perspective of customer satisfaction, this paper discusses how to improve the service quality of express enterprises in China by case study. First of all, a variety of design based on the principle of customer satisfaction index, from the point of view contains 4 indexes and 19 level two indexes, formed by the operation ability, service ability, information processing ability, long development ability dimensions of China express enterprise service quality evaluation index system. Then, using the method of qualitative and quantitative analysis, using the Kano model to determine the index weight, fuzzy comprehensive evaluation method to get the quality and level of service quality. On this basis, through the questionnaire and the express service quality evaluation results, it summarized the main problems in the quality of service delivery; finally, it put forward the countermeasures to improve the quality of express delivery service.

Evaluation system of service quality of Chinese express enterprises based on customer satisfaction formulated in this paper can provide the basis for the diagnosis and promotion of the service quality for express enterprises. Moreover, it is of certain guiding significance and value to improving the service quality and customer satisfaction.

Keywords: Customer Satisfaction, Express Enterprise, Service Quality, ZTO Express.

Service Quality of China’s Express Enterprises Based on Customer Satisaction – A Case of Zto Express

International Master in Business Administration (IMBA), Siam University, Bangkok, Thailand

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