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2013 | OriginalPaper | Chapter
59. Demands Analysis of Express Delivery Services in Beijing
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Abstract
There has been fierce competition in the express delivery market in China with its fast development. This competition is mostly focused on lower service price which results in poor customer service in the industry, especially for private companies. Thus, express companies should carefully observe the demands of consumers and take service quality into strong consideration. This paper aims to provide features of consumers’ demand based on a survey of 147 corporations in Beijing. From this survey, various concerns about service quality emerged including delayed delivery, high damage rate to packages, and poor service attitude. The paper focuses on the micro level rather than the macro level of the express delivery market. The questionnaire was designed to measure not only the satisfaction degree of current services but also the features of service demand required. The results in this paper can be useful for express companies when they design service products or place marketing strategies.