The Evaluating Indicator Research on Chinese Express Company Customer Perceived Value in the Age of Network Marketing

Along with the development of electric commerce, the Chinese postal industry also get incredible increase, however the cutthroat competition come from the frenzied expansion seriously hurt the brand image of express industry. This research use SERVQUAL Scale as basis, while modified and adjusted according the <Postal Industry Standard of Express Service> published by the state postal bureau, finally derive 23 question items about customer perceived value to express industry. After the questionnaire survey and the frequency analysis, reliability analysis and factorial analysis on the survey results, determined the reliability, responsiveness, assurance, convenience, economy and tangibility are the six first-class evaluating indicator of customer perceived value.