Proceedings of the 2018 2nd International Conference on Education Science and Economic Management (ICESEM 2018)

A Study of the Relationship between Customer Expectations and Feelings of Quality and Satisfaction Gap–Take the Four Logistics Companies in China for Example

Authors
Chu Fang
Corresponding Author
Chu Fang
Available Online August 2018.
DOI
https://doi.org/10.2991/icesem-18.2018.116How to use a DOI?
Keywords
Customer expectations; Satisfaction gap; Case study; Logistics
Abstract

The purpose of this study is to enable a business engaged in a flow industry fully feel the quality and key factors of customers they serve in the competitive logistics industry and to enable that service quality is the quality that the customer pays attention to and the quality of the customers who deliver goods. Do customers' perceptions of the service quality of logistics industry come from their original expectations and actual perceived differences? Is the difference in perception is the key factor in satisfaction? In addition, is domestic customer service to foreign logistics industry similar to domestic counterparts? This study tries to find out its relevance and difference. And this paper uses Parasuraman, Zeithaml and Berry et al. (2015) to put forward the cross industry structure of quality and customer satisfaction, then applies it to the logistics industry as the main axis of this research and finds out how it is suitable.

Copyright
© 2018, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 2018 2nd International Conference on Education Science and Economic Management (ICESEM 2018)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
August 2018
ISBN
978-94-6252-557-3
ISSN
2352-5398
DOI
https://doi.org/10.2991/icesem-18.2018.116How to use a DOI?
Copyright
© 2018, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

TY  - CONF
AU  - Chu Fang
PY  - 2018/08
DA  - 2018/08
TI  - A Study of the Relationship between Customer Expectations and Feelings of Quality and Satisfaction Gap–Take the Four Logistics Companies in China for Example
BT  - Proceedings of the 2018 2nd International Conference on Education Science and Economic Management (ICESEM 2018)
PB  - Atlantis Press
SP  - 500
EP  - 504
SN  - 2352-5398
UR  - https://doi.org/10.2991/icesem-18.2018.116
DO  - https://doi.org/10.2991/icesem-18.2018.116
ID  - Fang2018/08
ER  -